IT Helpdesk Technician: Onboarding & Network Support

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

Job summary

Syarah is seeking an IT Helpdesk Specialist to provide first-line technical support to employees, ensuring hardware, software, systems and user accounts function smoothly. You will diagnose issues, log requests, and escalate complex problems when needed.

Key tasks include managing devices, Google Workspace administration, network troubleshooting (LAN/Wi‑Fi/VPN), and FortiGate firewall support, with emphasis on strong communication and efficient incident resolution in a fast-paced environment.

Qualifications

• Experience in providing first-line IT helpdesk support
• Familiarity with Google Workspace administration and user management
• Knowledge of LAN/Wi‑Fi/VPN and basic network troubleshooting
• Asset management and onboarding/offboarding processes

Responsibilities

• Provide first-line technical support to employees and resolve IT requests
• Log, prioritize, and close support tickets with clear documentation
• Escalate complex issues to the appropriate IT teams with full details
• Install, configure, and maintain IT hardware and devices for employees
• Assist with Google Workspace accounts and services administration
• Troubleshoot and support network connectivity and firewall issues

Skills

Strong communication skills

Advanced network troubleshooting

Technical troubleshooting and problem‑

Tools

Google Workspace

FortiGate firewall

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 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.

• Excellent knowledge of FortiGate firewalls and firewall troubleshooting.

• Advanced network troubleshooting.

• Technical troubleshooting and problem-solving.

• IT asset management.

• Strong communication skills.