About Us:

Intalio© is a leading Software Development company with operations in more than 25 countries providing latest digital solutions to a large client base of diverse industries covering governmental, public, O&G, Healthcare, Education, Construction, Retail and the Financial sector. We have been recognized as a Strong Performer of 2023 Gartner Peer Insights™, Voice of the Customer for Content Services Platform.

Are you willing to elevate your career and join a highly dedicated, talented and award-winning team? Join a company that fosters a culture rich in teamwork, innovation and ownership. Intalio© adopts company values which are primarily intended to encourage employee personal & professional development, safeguard work-life balance and continually enhance customer experience.

We are Hiring…

Job Summary:

We are seeking a proactive and customer-oriented IT Support Specialist (Level 1) to join our team. The ideal candidate will have experience with IT ticketing systems such as Jira, possess strong communication skills, and demonstrate a solid understanding of in-house IT support and SLA-based service delivery.

Key Responsibilities:

• Manage and respond to client tickets using Jira or any standard IT ticketing platform.

• Perform initial assessment of client issues and escalate to Level 2/3 engineers as needed.

• Ensure timely resolution of tickets in line with predefined Service Level Agreements (SLAs).

• Deliver in-house Level 1 IT support including installation, configuration, and troubleshooting of:

  • Software and operating systems

  • Printers and networks

  • User access and basic server management

• Maintain excellent customer service and relationship management with internal and external clients.

• Use Microsoft tools including Excel, Outlook, Teams, and remote support applications efficiently.

• Coordinate with technical engineers for urgent or unresolved client issues.

Qualifications & Skills:

• Diploma or Bachelor’s degree in Computer Science, Information Technology, or a related field.

• Proven experience using Jira or any standard IT ticketing system.

• Strong understanding of Service Level Agreements (SLAs) and experience working in SLA-driven environments.

• Hands-on experience in Level 1 IT support including software installation, configuration, printer/network troubleshooting, and basic server management.

• Proficient in Microsoft Excel, Outlook, Teams, and remote support applications.

• Strong communication skills in English (Arabic is a plus).

• Excellent customer service orientation with good interpersonal skills.