IT Support Technician

Here at Obsidian, we are currently recruiting 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. Responsibilities: • Respond to IT support requests via phone, email, or helpdesk system. • Provide first-line diagnosis and resolution for hardware, software, and network issues. • Set up and configure new user accounts and hardware. • Escalate unresolved issues to second-line support or relevant IT teams. • Log and track all incidents and service requests in the helpdesk system. • Maintain accurate technical documentation and user guides. • Assist with routine maintenance and updates of IT systems. • Deliver excellent customer service and communicate technical solutions clearly to non-technical users. • Assist with device enrolment and configuration via Microsoft Intune/Autopilot. • Support the administration of Microsoft 365 across multiple tenants, including basic user, licence, and group management in Entra ID. • Help maintain the eSim database for the mobile device estate, supporting provisioning, swaps, and lifecycle tracking. • Provide cover for routine 2nd line tasks during short-term absence of the 2nd Line Engineer, working under guidance and within agreed boundaries. • Contribute to small IT projects and change activities, such as device refreshes, application rollouts, and onboarding/offboarding workflows. • Maintain and update IT knowledge base with fixes, processes, and known issues to support team-wide redundancy. Skills/Qualifications: • This post must be held by a Saudi National • 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. • 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.

Saudi National only for this role. 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. 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.

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