As an Information Technology Application Support specialist at the company, you will be responsible for providing first-line technical support for websites, mobile apps, and digital services. Your primary duties will include assisting users with access, navigation, errors, and transactions, as well as logging, managing, and resolving support requests via the Service Desk while adhering to SLAs.
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Key responsibilities include:
- Monitoring system performance and availability and reporting critical incidents.
- Training users on system functionalities and creating user manuals, guides, and FAQs.
- Collecting user feedback and participating in User Acceptance Testing (UAT).
- Identifying recurring problems for long-term resolution and escalating complex issues.
- Coordinating with vendors and implementation partners to resolve system-related issues.
- Maintaining detailed support records and preparing performance reports.
Location: Sharjah, Sharjah Emirate, United Arab Emirates
Work Conditions: On-site, Full-time
Required Skills & Qualifications:
- Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 1–3 years of experience in customer-facing technical support or service desk roles.
- Strong knowledge of web applications, mobile apps, and basic troubleshooting (network, browser, device compatibility).
- Familiarity with authentication systems is a plus.
- Excellent communication skills in both Arabic and English.
- Strong customer service and problem-solving abilities; able to remain professional under pressure.
Preferred Certifications:
- ITIL Foundation
- Customer Service Excellence Certification
