Jr IT Specialist

RATP Dev

JOB PURPOSE:

The Jr IT Specialist plays a key role in supporting the organization s IT operations by ensuring the availability and reliability of computer systems, applications, and related technologies. The position is primarily responsible for providing first-line technical support to end users, resolving incidents where possible, and escalating complex cases to senior IT staff as required.

The role combines troubleshooting, incident documentation, and customer support with adherence to established procedures and Service Level Agreements (SLAs). It also contributes to the overall effectiveness of IT service delivery through proper use of resources, accurate reporting, and professional communication with all stakeholders.

RESPONSIBILITIES/DUTIES

User Support & Issue Resolution

• Act as the first point of contact for IT-related issues, receiving, logging, and diagnosing incidents and service requests.
• Troubleshoot and resolve user problems efficiently within scope of authority, escalating cases as necessary.
• Provide clear, timely, and professional communication to users during issue resolution.
• Participate in on-call or after-hours support rotation as required.

Service Management & Documentation

• Work in compliance with established Service Level Agreements (SLAs), ensuring incidents are addressed within the defined timeframes.
• Record all actions and resolutions in the ticketing system, maintaining accuracy and consistency in documentation.
• Assist in monitoring and managing IT tools, hardware, and resources, ensuring proper functionality and responsible use.
• Support the IT Service Delivery team by carrying out additional duties assigned by the IT Support Supervisor.

Operations & Continuous Improvement

• Assist in the maintenance and monitoring of desktop systems, applications, and accessories.
• Report recurring issues or risks to supervisors, contributing to service improvement initiatives.
• Support the enforcement of IT security guidelines, system recovery procedures, and licensing requirements.
• Stay updated with new technologies and practices, applying knowledge to improve service quality.

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

Qualifications

• Bachelor s degree in Computer Science, IT, Computer Engineering, or a related field.
• Proficiency in English and Arabic, both written and spoken.

Knowledge

• Understanding of print drivers, print servers, and basic troubleshooting related to them.
• Ability to read and follow technical documentation, manuals, and work instructions.
• Basic knowledge of IT security concepts, system recovery, and software licensing.
• Awareness of SLA-driven IT service delivery.
• Basic proficiency in Microsoft Office applications and their use in business environments.
• Familiarity with Microsoft Desktop Operating Systems.

Experience

• 0-3 years of professional experience in IT support or a related technician role.
• Practical experience in troubleshooting Windows Operating Systems, O365 applications, and computer hardware.
• Experience in monitoring and maintaining IT systems, software applications, and peripherals.

DESIRED BEHAVIORS & EXPERIENCES

• Strong organizational skills with the ability to manage priorities and meet deadlines.
• Calm and effective under pressure with a problem-solving mindset.
• Proactive, reliable, and eager to learn, with the ability to take initiative in assigned tasks.
• Strong communication and interpersonal skills, fostering effective collaboration with colleagues and end users.
• Takes ownership of responsibilities and consistently delivers quality service.