IT Second Level Support Senior Specialist (2023691)

Nahdi Medical COmpany
Jeddah
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 3+ yearsEducation: bachelorsSkills: ["Root cause analysis","Collaboration","Process improvement","Technical knowledge sharing","Vendor coordination"]

Provide advanced technical support for complex issues escalated from Level 1, investigating and resolving them within SLAs. Build deep expertise in specific applications, technologies, and systems to reduce reliance on the applications team. Coordinate with Level 1 and third-level support, contribute to process improvements, and support IT project testing and piloting. Generate incident trend and root-cause reports while maintaining an internal knowledge base and training Level 1 teams.

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Nahdi Medical COmpany
Nahdi Medical COmpany
1 month ago

IT Second Level Support Senior Specialist (2023691)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Provide advanced technical support for complex issues escalated from Level 1, investigating and resolving them within SLAs. Build deep expertise in specific applications, technologies, and systems to reduce reliance on the applications team. Coordinate with Level 1 and third-level support, contribute to process improvements, and support IT project testing and piloting. Generate incident trend and root-cause reports while maintaining an internal knowledge base and training Level 1 teams.
Location: Jeddah
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Investigate and resolve complex technical issues escalated from Level 1 within established SLAs.
  • •Develop deep expertise in specific applications, technologies, and systems to resolve issues without escalating to the applications team.
  • •Collaborate with Level 1 by updating ticket resolution status and providing guidance on complex cases.
  • •Support process improvements, help identify root causes with the applications department, and reduce repeated incidents.
  • •Participate in IT project testing/piloting, coordinate with vendors and third-level support, and maintain an internal knowledge base while training Level 1.

Key Requirements

  • •BSc in IT, preferably in Computer Science.
  • •3+ years of IT support experience with a focus on retail systems.
  • •Working knowledge of best practices in information technology management.
  • •Experience with project management methodologies.
  • •ITIL/service management background and preferred advanced certifications (CompTIA A+, Network+, Security+, MCSE or similar), plus SQL/DBA skills.
Experience:3+ yearsRetail systemsIT support
Education:Bachelor's in Computer Science
Skills:Root cause analysisCollaborationProcess improvementTechnical knowledge sharingVendor coordination
Certifications:CompTIA A+CompTIA Network+CompTIA Security+MCSE
Languages:EnglishArabic
Tech Stack:ITILSQLDBAMicrosoft Certified Solutions Expert (MCSE)

Company Brief

Nahdi Medical COmpany
Nahdi Medical Company operates a large pharmacy retail chain across Saudi Arabia and the region, providing pharmaceuticals, health and wellness products, e‑commerce services, and primary care clinics through an omnichannel platform.
Industry: Pharmacy & Retail Pharmacy
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Jeddah, Saudi Arabia
Founded: 1986
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