IT Support Technician (Application Support) / Application Support Officer

About the Job:

In this role, you will collaborate closely with one of our esteemed clients—a globally recognized leader in their industry, distinguished by their commitment to excellence, innovation, and delivering exceptional value. The IT Support Technician provides first-line and advanced technical support for the client digital systems, ensuring smooth operation, timely issue resolution, and a high-quality user experience. This role involves troubleshooting, monitoring system performance, preparing user guides, training staff, and coordinating with vendors to maintain system stability and efficiency.

Key Responsibilities:

1. Technical Support:

   • Provide first-line technical support to external/internal customers using the client's website, mobile app, and digital justice services.
   • Assist users with account access, service navigation, system errors, payment issues, and authentication challenges.
   • Ensure professional communication and maintain a high level of customer satisfaction.
   • Log and resolve support requests through the Service Desk platform.

2. System Monitoring:

   • Monitor the performance and availability of digital systems.
   • Report critical incidents or system outages to senior support teams.

3. User Training & Guidance:

   • Conduct training sessions and provide guidance on system functionalities.
   • Prepare user manuals, guides, and FAQs.

4. System Testing & Feedback:

   • Collect user feedback, identify recurring issues, and report them for system improvement.
   • Participate in User Acceptance Testing (UAT).

5. Incident & Problem Management:

   • Identify recurring issues and propose long-term solutions.
   • Escalate complex cases to Level 2 or Level 3 support teams.

6. Vendor Coordination:

   • Coordinate with system vendors and implementation partners to resolve system-related issues.

7. Documentation & Reporting:

   • Maintain detailed records of support activities and prepare performance reports.

Required Skills & Qualifications:

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field.
• 1–3 years of experience in customer-facing technical support or service desk roles.
• Strong knowledge of web and mobile applications.
• Basic troubleshooting skills (network, browser, device compatibility).
• Excellent communication skills in Arabic and English.
• Strong customer service and problem-solving abilities.

Preferred Certifications:

• ITIL Foundation
• Customer Service Excellence Certification

Work Conditions: On-site, Contract
Location: Sharjah Emirate, United Arab Emirates

For more details, you may contact: moumita.p@the company.