IT Support Technician - Arabic

The IT Support Technician role is responsible for providing first-line and advanced technical support for the organization’s digital platforms, including the website, mobile app, and justice services. The primary aim is to ensure system stability, timely issue resolution, and a high-quality user experience.

Key Responsibilities:

• Technical Support: Log, troubleshoot, and resolve user issues related to access, navigation, errors, payments, and authentication via the Service Desk, ensuring compliance with service level agreements (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: Gather user feedback, participate in User Acceptance Testing (UAT), and coordinate with IT teams and vendors.
• Incident Management: Identify recurring issues and escalate complex cases to L2/L3 support.
• Vendor Coordination: Collaborate 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 a related field.
• 1–3 years of customer-facing technical support or service desk experience (minimum 4 years overall experience preferred).
• Strong knowledge of web and mobile applications; basic troubleshooting skills (network, browser, device compatibility).
• Familiarity with authentication systems (UAE Pass preferred).
• Excellent communication skills in Arabic and English.
• Strong customer service orientation, problem-solving skills, and professionalism under pressure.

Preferred Certifications:

• ITIL Foundation
• Customer Service Excellence Certification

Language Requirements: Proficiency in Arabic and English is essential.

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