IT Support Technician

About the role

We are seeking a proactive, customer‑focused IT Support Technician to join our Riyadh team. As the first point of contact for staff, you will diagnose and resolve basic hardware, software and network issues, and ensure smooth onboarding of new devices and users.

Key responsibilities

• Respond to support requests via phone, email or help‑desk system and provide first‑line diagnosis.
• Set up and configure new user accounts, hardware and software.
• Escalate unresolved incidents to second‑line support or specialised IT teams.
• Log all incidents and track service requests in the help‑desk tool.
• Maintain technical documentation, user guides and the IT knowledge base.
• Assist with routine maintenance, updates and device enrolment using Microsoft Intune/Autopilot.
• Support Microsoft 365 administration across multiple tenants, including user, licence and group management in Entra ID.
• Maintain the eSim database for the mobile device estate.
• Provide cover for short‑term second‑line tasks and contribute to small IT projects such as device refreshes and application rollouts.

Required profile

• Basic knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft Office 365 and common IT tools.
• Strong problem‑solving and communication abilities.
• Ability to work collaboratively in a team and manage multiple priorities.
• Previous customer‑service or IT support experience is a plus.
• Relevant certifications such as CompTIA A+ or ITIL Foundation are desirable.
• Basic command‑line knowledge.

Required skills

• Windows OS
• macOS
• Microsoft Office 365
• Microsoft Intune
• Autopilot
• Microsoft 365 administration
• Entra ID (Azure AD)
• eSim database management
• Command‑line basics