Information Technology Support Analyst

Company Description

Fibertech Group is a technology and digital transformation partner headquartered in Riyadh, helping organizations build secure, scalable, and future-ready IT environments. The company delivers end-to-end solutions across cloud, on-premises infrastructure, and networking, working with leading platforms such as Microsoft, Amazon Web Services (AWS), and Google Cloud Platform (GCP). Its expertise spans cloud architecture and migration, hybrid infrastructures, networking performance and security, cybersecurity and compliance, AI solutions, Microsoft 365, data analytics, and business intelligence. Fibertech Group also provides managed services and 24/7 support, focusing on aligning technology with business strategy to deliver measurable impact for clients.

Role Description

This is a full-time remote role for an Information Technology Support Analyst. The person in this role will provide technical support to internal teams and clients, including resolving hardware, software, and network issues across cloud and on-premises environments. Day-to-day responsibilities include diagnosing and troubleshooting incidents, monitoring system performance, documenting solutions, and escalating complex issues as needed. The analyst will collaborate with other IT specialists, communicate clearly with non-technical users, and contribute to continuous improvement of support processes, tools, and knowledge bases. The role may also involve assisting with deployments, updates, and security-related configurations under the guidance of senior engineers.

Qualifications

• Candidates should possess strong Technical Support and Information Technology skills, with experience supporting cloud and on-premises environments.
• Candidates should possess solid Troubleshooting and Analytical Skills, including the ability to diagnose issues, interpret logs, and identify root causes.
• Candidates should possess effective Communication skills, with the ability to explain technical concepts clearly to diverse stakeholders.
• Relevant skills such as basic networking knowledge, familiarity with Windows and/or Linux operating systems, and understanding of IT security best practices are beneficial.
• A degree or diploma in Computer Science, Information Technology, or a related field, or equivalent practical experience, is preferred.
• Industry certifications (e.g., CompTIA A+, Network+, Microsoft, AWS, or ITIL) and experience in a service desk or managed services environment are a plus.
• Ability to work independently in a remote setting, manage multiple tickets, and maintain accurate documentation is important.