IT Support Engineer - Arabic

Position Overview

The role provides first-line and advanced technical support for the organizaion's digital platforms (website, mobile app, justice services), ensuring system stability, timely issue resolution, and a high-quality user experience.

Key Responsibilities

• Technical Support: Log, troubleshoot, and resolve user issues (access, navigation, errors, payments, authentication) via the Service Desk, meeting SLAs.
• System Monitoring: Track system performance and report critical outages.
• User Training: Conduct training sessions, and create user guides, FAQs, and step‑by‑step instructions.
• Testing & Feedback: Collect user feedback, participate in UAT, and coordinate with IT teams and vendors.
• Incident Management: Identify recurring issues and escalate complex cases to L2/L3 support.
• Vendor Coordination: Work with vendors to resolve system issues and test updates.
• Documentation & Reporting: Maintain support records, and prepare weekly/monthly performance reports.

Required Skills & Qualifications

• Diploma/Bachelor's in IT, Computer Science, or related field.
• 4 plus years of customer‑facing technical support or service desk experience (though the role requires minimum 4 years overall).
• Strong knowledge of web and mobile applications; basic troubleshooting (network, browser, device compatibility).
• Authentication systems (UAE Pass preferred).
• Excellent Arabic and English communication skills.
• Strong customer service, problem‑solving, and professionalism under pressure.

Preferred Certifications

• ITIL Foundation
• Customer Service Excellence Certification