Support Services Specialist

About the role

The Support Services Specialist provides on‑site technical assistance to end users in Muscat, handling hardware, software, network and AV issues that cannot be resolved remotely. This role ensures smooth operation of desktops, laptops, mobile devices and meeting‑room technologies while supporting VIP users and coordinating with vendors.

Key responsibilities

• Deliver in‑person IT support for incidents and service requests requiring physical intervention.
• Troubleshoot operating systems and mobile devices (Android/iOS).
• Set up, configure, install and replace hardware for desktops, laptops and peripherals.
• Perform break‑fix activities and manage IMAC (Install, Move, Add, Change) processes.
• Provide priority support for VIP users and coordinate meeting‑room AV setups.
• Work with hardware OEMs and third‑party providers for repairs and replacements.
• Handle walk‑in requests such as password resets, device onboarding/offboarding and loaner device management.
• Maintain asset inventory, stock records and perform reconciliation.
• Identify recurring issues, contribute to knowledge‑base articles and support shift‑left initiatives.

Required profile

• Diploma or Bachelor’s degree in Computer Science or related field.
• Relevant certifications such as ITIL and Microsoft/CCNA.

Required skills

• Desktop and laptop hardware troubleshooting.
• Operating system management (Windows, macOS).
• Network fundamentals – LAN and Wi‑Fi.
• Printer and peripheral device support.
• IMAC and endpoint lifecycle management.
• Experience with ITSM tools (e.g., ServiceNow).
• AV/meeting‑room technology support.
• Mobile device troubleshooting (Android, iOS).