IT Help Desk Specialist

Maseera; Riyadh; On-site; SAR 60,000 - 90,000; Full time

Job summary

Maseera is seeking an IT Helpdesk Specialist to provide first-line technical support for employees in Riyadh. You will log and resolve requests, manage hardware provisioning, and assist with onboarding/offboarding by configuring devices. You will also handle Google Workspace administration and basic network troubleshooting.

The role emphasizes strong communication, documentation, and the ability to escalate complex issues to the appropriate IT teams. On-site work in Riyadh is expected.

Qualifications

• Experience providing first-line IT helpdesk support and managing support requests.
• Knowledge of network troubleshooting and firewall concepts.
• Experience with Google Workspace administration.

Responsibilities

• Provide first-line technical support to employees and log, prioritize, and resolve requests.
• Escalate complex issues to appropriate IT teams with full details.
• Install, configure, and maintain laptops, desktops, printers, and other IT equipment.
• Assist with onboarding and offboarding by configuring devices.
• Troubleshoot Google Workspace services (Gmail, Drive, Meet, Calendar).
• Troubleshoot LAN, Wi-Fi, VPN, and Internet connectivity issues.

Skills

FortiGate firewall

Google Workspace

Network troubleshooting

Customer support

Documentation

Education

IT diploma or degree

Tools

Google Admin Console

Job description

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 employeesupport 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.
• Excellent knowledge of FortiGate firewalls and firewall troubleshooting.
• Advanced network troubleshooting.
• Technical troubleshooting and problem-solving.
• IT asset management.
• Strong communication skills.

Requirements

• The IT Helpdesk Specialist diagnoses and resolves technical issues, managers support requests, and escalates complex problems to the appropriate IT team when required.
• Escalate routing, switching, and other advanced network issues when required.
• Excellent knowledge of FortiGate firewalls and firewall troubleshooting.