23 Help Desk Support jobs in Riyadh

Project Kuiper is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Project Kuiper will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.


Key job responsibilities
The Business Customer Experience team seeks an experienced Tier 2 leader to establish and drive our advanced support operations. This is a new role and in this role, selected candidate will develop comprehensive troubleshooting run books and establish technical metrics focusing on critical network performance indicators including latency thresholds, packet loss rates, jitter tolerance, and overall network availability. The ideal candidate will implement KPIs tracking mean-time-to-restore (MTTR), first-contact resolution rates, service degradation patterns, and network performance trends across our global infrastructure. You'll be responsible for monitoring service health through key network metrics, managing technical escalation workflows, and ensuring consistent incident resolution while maintaining optimal end-to-end network performance. Experience with satellite network operations and support systems is essential, as you'll collaborate with engineering teams to resolve complex technical issues involving network stability, throughput optimization, and service quality improvements. The role requires expertise in driving operational excellence through quantifiable technical metrics, optimizing team performance, and maintaining high customer satisfaction in a 24x7 technical support environment.

Bachelor's degree in Business, Operations Management, or related field
7+ year's of experience in enterprise support/service operations management
Track record of successfully implementing and scaling support operations
Experience working with global teams across multiple time zones
Strong understanding of service level management and quality metrics

Demonstrated experience in workforce management and capacity planning
AWS Direct Connect or NETDEV knowledge
Knowledge of common support tools and ticketing systems
Multi-lingual capabilities would be an advantage

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

1. 10+ years of experience in digital banking platform support and operations.
2. Proven expertise in IT infrastructure, including networking (LAN/WAN, firewalls, switches/routers), middleware integration, incident/problem management, SRE practices, backup/recovery, and SLA monitoring.
3. Hands-on experience in the banking sector, particularly with banking applications infrastructure, risk/compliance system support, and business continuity planning.
4. ITIL 4 certification, fluency in Arabic and English, and a strong understanding of SAMA, NIST, IFRS, and ITIL standards.

1. Bachelor’s degree in IT or a related field.
2. Familiarity with CRM/CX platforms such as Genesys or Twilio, and working knowledge of Agile/Scrum methodologies.

Arthur Lawrence is a management and technology consulting firm providing enterprise-wide business transformation and business applications implementation services. Our in-depth technical knowledge and broad experience of working with world-class companies enable organizations to leverage our capabilities in developing winning strategies and cost-effective solutions.

We are an UN Women Empowerment Principal Signatory and are certified from the National Minority Supplier Development Council.

• Winner of Entrepreneur 360 Award (2019).
• IAOP Award; Ranked in top 100 internationally.
• Arthur Lawrence ranked within the Inc 5000 twice in 2016 and 2017 as one of the fastest-growing companies in America.
• Named one of the top ten fastest growing businesses in Houston in 2016.
• Ranked 25th in the HBJ's Fast 100 Private Companies Award in 2017.

We rely on seven core values that enable us to deliver quality for our consultants and clients: Education, Integrity, Value Creation, Collaboration, Best Client, Best People, and Stewardship. Through strict adherence to these values, we have achieved success beyond all documented forecasts and expectations.

1. 10+ years of experience in digital banking platform support and operations.
2. Proven expertise in IT infrastructure, including networking (LAN/WAN, firewalls, switches/routers), middleware integration, incident/problem management, SRE practices, backup/recovery, and SLA monitoring.
3. Hands-on experience in the banking sector, particularly with banking applications infrastructure, risk/compliance system support, and business continuity planning.
4. ITIL 4 certification, fluency in Arabic and English, and a strong understanding of SAMA, NIST, IFRS, and ITIL standards.

1. Bachelor’s degree in IT or a related field.
2. Familiarity with CRM/CX platforms such as Genesys or Twilio, and working knowledge of Agile/Scrum methodologies.

Arthur Lawrence is a management and technology consulting firm providing enterprise-wide business transformation and business applications implementation services. Our in-depth technical knowledge and broad experience of working with world-class companies enable organizations to leverage our capabilities in developing winning strategies and cost-effective solutions.

We are an UN Women Empowerment Principal Signatory and are certified from the National Minority Supplier Development Council.

• Winner of Entrepreneur 360 Award (2019).
• IAOP Award; Ranked in top 100 internationally.
• Arthur Lawrence ranked within the Inc 5000 twice in 2016 and 2017 as one of the fastest-growing companies in America.
• Named one of the top ten fastest growing businesses in Houston in 2016.
• Ranked 25th in the HBJ's Fast 100 Private Companies Award in 2017.

We rely on seven core values that enable us to deliver quality for our consultants and clients: Education, Integrity, Value Creation, Collaboration, Best Client, Best People, and Stewardship. Through strict adherence to these values, we have achieved success beyond all documented forecasts and expectations.

Company Description

Anoosh is a distinguished Saudi brand specializing in preparing luxury chocolates,

daily baked goods and special favors for hospitality and events.

Founded in 2003 by Abdullah Al-Munif, the first branch was in Khurais Plaza, Riyadh. Today, Anoosh has expanded to 75 branches across the kingdom, growing approximately 20% annually.

Anoosh offers high-quality products, an exceptional customer experience, and distinctive tastes. It also provides exclusive products imported from various countries worldwide.

A Technical Support Specialist plays a vital role in ensuring the smooth operation of technical systems within the company. Their responsibilities include:

• Handling customer technical support cases via phone and email
• Updating the company website with tech tips and brief documents
• Assessing system potential by evaluating compatibility of new programs with existing ones
• Improving existing programs by reviewing objectives, specifications, and proposed changes
• Maintaining system functionality through testing computer components
• Achieving system objectives by collecting data, evaluating options, and recommending actions
• Maintaining client confidentiality and trust
• Preparing user reference materials and operation instructions

Experience in a retail company is preferred.

The Technical Support Engineer will provide expert technical assistance to clients, troubleshooting and resolving issues related to (product/services). The ideal candidate will have strong technical skills, problem-solving abilities, and the ability to communicate complex information to clients clearly. This role is perfect for an individual who enjoys technical problem-solving in a client-facing capacity.

Location: Riyadh, KSA

1. Provide advanced troubleshooting and support to customers for (product/services). Resolve technical issues via phone, email, and remote access tools.
2. Act as the primary point of contact for technical inquiries, ensuring clients receive timely and effective solutions.
3. Accurately log customer issues and resolutions.
4. Assist with product setup, installation, and configuration for customers.
5. Guide clients on system usage, features, and best practices.
6. Work closely with engineering and product teams to resolve complex issues and relay product feedback.
7. Monitor client systems for potential issues and perform proactive system maintenance to avoid downtime.

1. 3+ years of experience in technical support.
2. Proficiency in troubleshooting hardware/software issues, operating systems, network configurations, and device setups.
3. Experience with databases (MySQL, SQL Server, MongoDB) and cloud services (AWS, Azure, Google Cloud).
4. Knowledge of networking protocols (TCP/IP, DNS, HTTP, VPN) and remote troubleshooting tools (TeamViewer, Remote Desktop).
5. Strong communication skills and ability to explain technical concepts to non-technical clients.
6. Experience with CRM software (e.g., Salesforce).
7. Bachelor’s degree in Computer Science, Information Technology, or a related field.

The Technical Support Engineer will provide expert technical assistance to clients, troubleshooting and resolving issues related to (product/services). The ideal candidate will have strong technical skills, problem-solving abilities, and the ability to communicate complex information to clients clearly. This role is perfect for an individual who enjoys technical problem-solving in a client-facing capacity.

Location: Riyadh, KSA

1. Provide advanced troubleshooting and support to customers for (product/services). Resolve technical issues via phone, email, and remote access tools.
2. Act as the primary point of contact for technical inquiries, ensuring clients receive timely and effective solutions.
3. Accurately log customer issues and resolutions.
4. Assist with product setup, installation, and configuration for customers.
5. Guide clients on system usage, features, and best practices.
6. Work closely with engineering and product teams to resolve complex issues and relay product feedback.
7. Monitor client systems for potential issues and perform proactive system maintenance to avoid downtime.

1. 3+ years of experience in technical support.
2. Proficiency in troubleshooting hardware/software issues, operating systems, network configurations, and device setups.
3. Experience with databases (MySQL, SQL Server, MongoDB) and cloud services (AWS, Azure, Google Cloud).
4. Knowledge of networking protocols (TCP/IP, DNS, VPN) and remote troubleshooting tools (TeamViewer, Remote Desktop).
5. Strong communication skills and ability to explain technical concepts to non-technical clients.
6. Experience with CRM software (e.g., Salesforce).
7. Bachelor’s degree in Computer Science, Information Technology, or a related field.

Project description

We are looking for an experienced Calypso Analyst to strengthen our team in Riyadh running maintenance project for a large customer in KSA. You will be responsible for first-line technical and functional support of the Calypso application and associated technical services. The role involves user support across the front and back offices, technical maintenance of the application and involvement in the delivery of key change initiatives for the bank.

Responsibilities

• Investigate issues as and when they occur, participate in root cause analysis, and suggest and implement resolutions in a timely manner to prevent future occurrences of similar issues through incident and problem management best practices.
• Complete necessary documentation to track and close support tickets and ensure timely updates to business users and management.
• Work closely with project teams, provide analysis, support and assist with software releases and rollouts in the production environment according to Change Management best practices.
• Drive continuous improvement opportunities i.e. event monitoring and alerting, automate manual activities whenever possible
• Participate in an on-call support roster to ensure our most critical applications are Always On for our colleagues and customers and work overtime as required to fix service impacting incidents, maintain our technology services, participate in Disaster Recovery activities and assist with change delivery.
• Proactively manage risk; meet all policy and compliance requirements; perform controls; adhere to Process and Procedures pertinent to role; and escalate events, issues or breaches as they are identified (risk accountability forms part of all roles, as everyone is responsible for managing risk and compliance).
• Demonstrate professional and ethical behavior in your actions by ensuring compliance with external legislation, bank standards and internal operating policies and procedures.

SKILLS

Must have

• 5-10 years of working experience in Calypso Technical Support Analyst role.
• calypso technical knowledge and functional knowledge is a must.
• Responsible to elaborate requirements, work with development teams to develop the requirements.
• Production implementation and post-production support.
• Exposure to Oracle databases including working knowledge of SQL.
• Strong problem-solving skills and experienced in providing support in a fast-paced environment.
• Communicate status and report issues to the team leader.
• Ability to document and explain complex processes and concepts
• Strong stakeholder management skills
• Ability to work in a team.

Nice to have

understating of multiple OS environments (Linux, Windows)

Project description

We are looking for an experienced Calypso Analyst to strengthen our team in Riyadh running maintenance project for a large customer in KSA. You will be responsible for first-line technical and functional support of the Calypso application and associated technical services. The role involves user support across the front and back offices, technical maintenance of the application and involvement in the delivery of key change initiatives for the bank.

Responsibilities

• Investigate issues as and when they occur, participate in root cause analysis, and suggest and implement resolutions in a timely manner to prevent future occurrences of similar issues through incident and problem management best practices.
• Complete necessary documentation to track and close support tickets and ensure timely updates to business users and management.
• Work closely with project teams, provide analysis, support and assist with software releases and rollouts in the production environment according to Change Management best practices.
• Drive continuous improvement opportunities i.e. event monitoring and alerting, automate manual activities whenever possible
• Participate in an on-call support roster to ensure our most critical applications are Always On for our colleagues and customers and work overtime as required to fix service impacting incidents, maintain our technology services, participate in Disaster Recovery activities and assist with change delivery.
• Proactively manage risk; meet all policy and compliance requirements; perform controls; adhere to Process and Procedures pertinent to role; and escalate events, issues or breaches as they are identified (risk accountability forms part of all roles, as everyone is responsible for managing risk and compliance).
• Demonstrate professional and ethical behavior in your actions by ensuring compliance with external legislation, bank standards and internal operating policies and procedures.

SKILLS

Must have

• 5-10 years of working experience in Calypso Technical Support Analyst role.
• calypso technical knowledge and functional knowledge is a must.
• Responsible to elaborate requirements, work with development teams to develop the requirements.
• Production implementation and post-production support.
• Exposure to Oracle databases including working knowledge of SQL.
• Strong problem-solving skills and experienced in providing support in a fast-paced environment.
• Communicate status and report issues to the team leader.
• Ability to document and explain complex processes and concepts
• Strong stakeholder management skills
• Ability to work in a team.

Nice to have

understating of multiple OS environments (Linux, Windows)