The Information Technology Support Technician will be responsible for providing first-line technical support for website, mobile app, and digital services. Key responsibilities include:
- Assisting users with login issues, payment problems, authentication, and system navigation.
- Logging, tracking, and resolving support requests through the Service Desk platform.
- Troubleshooting issues related to applications, databases, browsers, and devices.
- Monitoring system performance and reporting critical incidents.
- Preparing user manuals, FAQs, and training materials.
- Conducting user training sessions and providing guidance on digital services.
- Participating in User Acceptance Testing (UAT) and collecting user feedback.
- Coordinating with IT teams, vendors, and implementation partners for issue resolution.
- Maintaining support documentation and preparing performance reports.
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Required Skills & Qualifications:
- Diploma or Bachelor’s degree in IT, Computer Science, or related field.
- 1–3 years of experience in technical support or service desk roles.
- Strong knowledge of web applications and mobile applications.
- Basic troubleshooting skills in network, browser, and device compatibility.
- Knowledge of authentication systems (UAE Pass preferred).
- Excellent communication skills in Arabic and English.
- Strong customer service and problem-solving skills.
- Ability to work effectively under pressure.
Preferred Certifications:
- ITIL Foundation
- Customer Service Excellence Certification
Location: Sharjah, Sharjah Emirate, United Arab Emirates
Work Conditions: On-site, Full-time
