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 Show more Show less