Job description

About the opportunity

Key Responsibilities

• On-Ground Infrastructure Support: Provide hands-on, on-site maintenance and troubleshooting for local office infrastructure, including networking hardware, switches, firewalls, and server racks.

  
  
  

• Ticket-Driven Workflow: Manage all support activities strictly through the ticketing system. Ensure every issue—whether an infrastructure fault or a user request—is properly logged, categorized, prioritized, and tracked from initiation to resolution.

  
  
  

• User Experience Optimization: Serve as the primary point of contact for Jordan-based users, resolving technical challenges promptly to minimize downtime and maximize productivity.

  
  
  

• Asset Management: Oversee the full lifecycle of IT hardware and software assets within the local branch using the IT Asset Management system.

  
  
  

• Operational Alignment: Collaborate with global IT teams to implement ITIL best practices and align local operations with corporate security standards.

  
  
  

Technical Skills 

• Infrastructure & Networking: Foundational knowledge and practical experience in basic network support, including configuration and troubleshooting of switches, firewalls, and routing.

  
  
  

• Ticketing & SLA Management: Strong proficiency in working within ticket-driven environments (e.g., Jira Service Management), with a disciplined approach to documentation and SLA compliance.

  
  
  

• Asset Management Systems: Practical experience using IT Asset Management tools to log, track, and audit physical hardware and software licenses.

  
  
  

• AI Knowledge: Foundational understanding or practical familiarity with AI tools and applications to enhance internal IT workflows and automation.

  
  
  

• Education: Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or a related field.

  
  
  

• ITIL Foundation certification (or higher) is highly preferred / required.

  
  
  

• Additional certifications (e.g., CCNA, CompTIA Network+) are beneficial.

  
  
  

• Experience: 2–4 years of on-ground technical support experience, with a heavy focus on network infrastructure maintenance and ticket-based operations management.

  
  
  

A little bit about talabat
talabat is the leading online food and groceries ordering platform in MENA, operating in 9 countries across the region. Founded in 2004 by a small group of entrepreneurs in Kuwait, talabat’s success expanded to the rest of the GCC region, Egypt & Jordan, making it the largest and most popular food ordering app. With over 2,000+ employees and millions of users, we deliver hundreds of thousands of orders every day. We are part of the Delivery Hero network building the next generation of online delivery platforms across the globe. Our network is truly international with engineering teams in 13 countries and operations in 40+ countries.

Role Overview

We are seeking a highly professional IT Support Specialist based in Jordan to provide critical on-ground infrastructure and technical support. The primary objective of this role is to elevate the Jordan user experience by ensuring high infrastructure availability and seamless technical operations. All support activities, from infrastructure troubleshooting to daily user requests, will strictly follow our established ticketing system workflow to ensure SLA compliance, tracking, and continuous service improvement