IT Support Technician

About the Role

Obsidian is seeking a proactive and customer-focused IT Support Technician to join its IT team in Riyadh, Saudi Arabia. This full-time role serves as the primary point of contact for staff requiring technical assistance, focusing on troubleshooting basic IT issues and providing timely solutions. The position requires 0-1 years of experience.

Role Overview

The IT Support Technician will be responsible for initial diagnosis and resolution of technical problems, escalating complex issues to second-line support when necessary. This role involves maintaining IT systems, supporting user accounts, and contributing to the overall efficiency of IT operations within the organization.

Key Responsibilities

• Respond to IT support requests received via phone, email, or the 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 within the helpdesk system.
• Maintain accurate technical documentation and user guides.
• Assist with routine maintenance and updates of IT systems.
• Deliver customer service and communicate technical solutions clearly to non-technical users.
• Assist with device enrolment and configuration using 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 second-line tasks during short-term absence of the Second 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 the IT knowledge base with fixes, processes, and known issues to support team-wide redundancy.

Experience and Qualifications

• 0-1 years of experience in an IT support role.
• Demonstrated ability to troubleshoot basic hardware, software, and network issues.
• Experience with Microsoft 365 administration and Entra ID is beneficial.
• Familiarity with device management tools like Microsoft Intune/Autopilot is an advantage.

Required Skills

• Strong customer service orientation.
• Effective communication skills for technical and non-technical users.
• Ability to work proactively and manage multiple support requests.
• Attention to detail for logging incidents and maintaining documentation.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, within Obsidian's IT team. The role involves working collaboratively to ensure smooth IT operations and provide essential technical support to staff.