Summary
Syarah is hiring an IT Helpdesk Specialist in Riyadh to provide first-line technical support to employees. The role includes managing support requests, resolving hardware and software issues, preparing employee devices, and maintaining IT asset records. The specialist will also administer Google Workspace accounts and troubleshoot network connectivity, including FortiGate firewall issues. Applicants should have strong FortiGate knowledge, advanced network troubleshooting skills, and effective communication skills.
The posting
As published on syarah.com. Pulled from the employer's site and shown as they wrote it.
Provide first-line technical support to employees, ensuring that IT hardware, software, systems, and user accounts are working effectively. The IT Helpdesk Specialist diagnoses and resolves technical issues, manages support requests, and escalates complex problems to the appropriate IT team when required.
Key Responsibilities
Helpdesk & User Support
• Receive, log, prioritize, and resolve employee support requests within agreed response times.
• Provide clear updates to users and close requests with accurate documentation.
• Escalate complex or unresolved issues to the appropriate IT team with full details.
Hardware & Equipment
• Install, configure, and maintain laptops, desktops, monitors, printers, mobile devices, and other IT equipment.
• Prepare and configure new devices for employees.
• Troubleshoot hardware problems and coordinate repairs or replacements.
• Maintain accurate records of IT assets and assigned equipment.
• Support employee onboarding and offboarding by preparing, collecting, and configuring devices.
Google Workspace & User Administration
• Assist with basic administration of Google Workspace accounts and services.
• Create, modify, suspend, and manage user accounts as assigned.
• Assist with Google Groups, shared resources, and access permissions.
• Troubleshoot Gmail, Google Drive, Google Meet, Google Calendar, and other Workspace services.
Network & Connectivity Support
• Perform advanced troubleshooting of LAN, Wi-Fi, VPN, and Internet connectivity issues.
• Carry out network configuration and troubleshooting.
• Troubleshoot FortiGate firewall issues and support firewall-related requests.
• Monitor and report recurring network problems.
• Escalate routing, switching, and other advanced network issues when required.
Requirements
• Excellent knowledge of FortiGate firewalls and firewall troubleshooting.
• Advanced network troubleshooting.
• Technical troubleshooting and problem-solving.
• IT asset management.
• Strong communication skills.