Senior Officer

4 days ago

Amman, Amman, Jordan Almosafer Full time 15,000 - 25,000 per year

About the company:
Almosafer (part of Seera Group) Saudi Arabia's Leading Travel Company

Elevating the journey for travelers from Saudi Arabia, the region & beyond, while harnessing Seera Group's 40+ years of expertise, Almosafer supports Saudi Arabia's vision as a national champion for tourism. Almosafer creates opportunities for outbound, leisure, and religious travel, whilst serving B2C and B2B customers, partners, and suppliers with state-of-the-art travel solutions, a digital-first mindset, and travel advisory.

About the Job: 

IT Support – Senior officer provides technical help to employees with Network, Active Directory, email, hardware, software, and IT-related issues. The role focuses on solving technical problems, keeping IT systems running smoothly, and offering guidance on best practices.

Responsibilities:

Troubleshoot and resolve network issues, including connectivity problems, hardware failures, Wi-Fi, and configuration errors.Respond to and resolve end-user issues related to hardware, software, and network connectivity.Troubleshoot and diagnose problems with desktops, laptops, printers, and other IT equipment.Assist with the installation, configuration, and setup of software applications and IT systems.Provide guidance and support for operating systems (Windows and macOS) and productivity tools such as Microsoft Office, Google Workspace.Manage and prioritize incoming support requests through ITSM ticketing tools.Provide timely updates and communicate with users regarding the status of their support requests.Ensure tickets are resolved within the agreed-upon SLAs.Offer remote support to users for troubleshooting and resolving technical issues.Use SCCM to diagnose and fix problems without requiring in-person intervention.Provide training and guidance to end-users on the use of hardware, software, Wi-Fi, and IT systems.Create and maintain user manuals, FAQs, and knowledge base articles for common technical issues.Ensure end-user systems and software are up to date with the latest patches, updates, and security measures.Assist in the installation and configuration of new hardware, software, and IT infrastructure.Implement and enforce security policies on end-user devices to ensure data protection and system integrity.Work closely with management to improve IT processes, user experience, and customer satisfaction.Maintain an inventory of IT hardware and other resources by Tawasol- Asset management.Track and manage equipment for end-users, ensuring proper asset management.Record and escalate unresolved issues or recurring problems to appropriate technical teams.Perform root cause analysis to help prevent future occurrences of common issues.  
Profile Requirements:

Strong understanding of operating systems (Windows, macOS), office applications (Microsoft Office, Google Workspace), hardware components, WI-Fi, and Network troubleshooting.Ability to communicate complex technical issues clearly and concisely to non-technical users.Strong analytical skills to troubleshoot and resolve issues efficiently.A focus on providing excellent customer service and user experience.Ability to manage multiple support requests while adhering to SLAs.Ability to work effectively with cross-functional teams and departments.A degree in Computer Science and Information Technology.3+ years of experience in IT support or help desk roles.Experience with Google email services handling, networking, and wifi connections.Certifications: IT certifications, Microsoft Certified IT Professional, ITIL, CCNA

Being you @ Almosafer:

At Almosafer, our teams work with purpose, clarity, and a shared commitment to doing things the right way. 

Whether you're building platforms, supporting travelers, or shaping strategy, your work connects to something bigger. Across functions and locations, we value accountability, trust, and collaboration - and we create the structure and space for you to contribute meaningfully from day one.

Here, you will find:

A purpose-led workplace where your ideas can create real impact

Ongoing learning and development to help you grow with intention

Recognition that celebrates your wins, both big and small

A community built on trust, curiosity, and shared momentum

No matter where your journey started, at Almosafer, you will find space to grow, connect, and contribute meaningfully.



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