IT Support Engineer - Arabic

Dautom
Sharjah, Sharjah Emirate, United Arab Emirates
Salary not specified
Posted
Full-time
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Job Description

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

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Dubai, United Arab Emirates
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