IT Support Technician - Arabic
Skills
About This Role
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.
- 1–3 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
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