IT Support Technician — First-Line IT & Entra ID Expert

CTRD Arabia; Riyadh; On-site; SAR 60,000 - 90,000; Full time

Job summary

CTRD Arabia is seeking a proactive IT Support Technician to join our Riyadh IT team. You will be the first point of contact for staff, diagnose basic IT issues, and escalate complex problems to second-line support when needed.

You will set up new user accounts, manage Entra ID across multiple tenants, and assist with Intune/Autopilot device enrollment and lifecycle tasks. Strong communication and customer-service mindset are essential.

Qualifications

• 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.
• 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.

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

Windows

macOS

Office 365

Entra ID administration

Multifactor authentication

Troubleshooting

Communication

Teamwork

Password resets

Education

CompTIA A+

ITIL Foundation

Tools

Microsoft Intune

Autopilot

Entra ID

Office 365

PowerShell

Job description

CTRD Arabia is seeking a proactive IT Support Technician to join our Riyadh IT team. You will be the first point of contact for staff, diagnose basic IT issues, and escalate complex problems to second-line support when needed.

You will set up new user accounts, manage Entra ID across multiple tenants, and assist with Intune/Autopilot device enrollment and lifecycle tasks. Strong communication and customer-service mindset are essential.