Technical Support Specialist

Job Responsibilities

Provide first‑line technical support to internal teams and external customers, ensuring rapid resolution of hardware, software, and network issues.
Diagnose, troubleshoot, and resolve technical problems related to telecommunications equipment, IoT devices, and related software applications.
Document all support cases, steps taken, and resolutions in the ticketing system with clear and concise notes.
Escalate complex incidents to senior engineers or specialized teams while maintaining continuous communication with the affected parties.
Collaborate with cross‑functional teams (field engineers, product development, and account management) to reproduce and resolve recurring issues.
Perform remote configuration, firmware updates, and system health checks for client environments.
Assist in the creation and maintenance of knowledge‑base articles, FAQs, and standard operating procedures.
Participate in on‑call rotation and after‑hours support as required to meet service‑level agreements.
Provide feedback on product improvements based on recurring support trends and customer interactions.

Essential Qualifications

Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field.
Strong foundational knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs) and telecommunications equipment.
Proficiency in troubleshooting hardware and software issues, with the ability to reproduce problems in a lab environment.
Excellent written and verbal communication skills in English; Arabic proficiency is a plus.
Customer‑focused attitude with a demonstrated ability to handle high‑pressure situations calmly and professionally.
Familiarity with ticketing systems (e.g., ServiceNow, JIRA) and remote support tools.

Minimum of 3 years of hands‑on technical support experience, preferably within the telecommunications or IoT sector.
Experience supporting a mixed environment of enterprise‑grade devices, IoT gateways, and cloud‑based services.
Track record of meeting or exceeding SLA targets and handling high‑volume support queues.

Location

Eastern Province, Qasim, Jouf, Hail, Madinah, Makkah, Tabuk, Najran, Jazan, Aseer, Northern Borders.

ATSS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.