IT Support Technician

IT Support Technician

Role Title  

IT Support Technician 

Company  

CTRD company for Business Services (CTRD Arabia) is a company registered in the Kingdom of Saudi Arabia (CR:1009114532).  

Company Overview  

We work closely with our partners to provide government grade national security solutions. We place a great deal of value in strong personal relationships - becoming trusted advisers to our patrons and working with them to identify and resolve their security challenges.  

People are at the heart of what we do - both within our organisation and when working with others externally. Our success is bound up in getting our relationships right, delivering on what we commit to, holding ourselves accountable and maintaining humility in everything we do. 

Background & Role Overview  

We are looking for a proactive and customer focused IT Support Technician to join our IT team. In this role, you will be the first point of contact for staff seeking technical assistance. You will troubleshoot basic IT issues, provide timely solutions, and escalate more complex problems to second-line support when necessary.  

Location  

Riyadh, KSA 

Hours of Work  

Full Time 

Contract Type  

Fixed Term  

Role Responsibilities  

1. Respond to IT support requests via phone, email, or helpdesk system.
2. Provide first-line diagnosis and resolution for hardware, software, and network issues.
3. Set up and configure new user accounts and hardware.
4. Escalate unresolved issues to second-line support or relevant IT teams.
5. Log and track all incidents and service requests in the helpdesk system.
6. Maintain accurate technical documentation and user guides.
7. Assist with routine maintenance and updates of IT systems.
8. Deliver excellent customer service and communicate technical solutions clearly to non-technical users.
9. Assist with device enrolment and configuration via Microsoft Intune/Autopilot
10. Support the administration of Microsoft 365 across multiple tenants, including basic user, licence, and group management in Entra ID
11. Help maintain the eSim database for the mobile device estate, supporting provisioning, swaps, and lifecycle tracking.
12. Provide cover for routine 2nd line tasks during short-term absence of the 2nd Line Engineer, working under guidance and within agreed boundaries
13. Contribute to small IT projects and change activities, such as device refreshes, application rollouts, and onboarding/offboarding workflows
14. Maintain and update IT knowledge base with fixes, processes, and known issues to support team-wide redundancy.

Requirements  

Essential

• Basic knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft Office 365 and common IT tools.
• Proven hands-on experience administering Microsoft Entra ID across multiple tenants, including user and group lifecycle management, licence assignment, role-based access control, guest accounts, and tenant switching.
• Strong problem-solving and communication skills.
• Ability to work in a team and handle multiple priorities.
• Experience supporting multifactor authentication, Conditional Access, password resets, authentication methods, sign-in troubleshooting, account lockouts, and access issues using Entra ID sign-in and audit logs.

Desirable

• Previous experience in a customer service or IT support role (preferred but not required).
• CompTIA A+, ITIL Foundation, or similar certifications.
• Basic knowledge of cmd line prompts.
• Advanced experience administering Microsoft Entra ID across multiple tenants, including Conditional Access, access reviews, Privileged Identity Management, enterprise applications, guest access, and investigation using sign-in and audit logs.