Requirements
Requires a Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field, with 1-3 years of experience in customer-facing technical support or service desk roles. Must possess strong knowledge of web and mobile applications, basic troubleshooting skills (network, browser, device compatibility), and familiarity with authentication systems. Excellent communication skills in Arabic and English, along with strong customer service and problem-solving abilities, are essential.
Description
Client Introduction: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. As a trusted IT consulting partner, Dautom is supporting their strategic initiatives by connecting them with exceptional talent to drive business growth and transformation.About the role :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. The role includes troubleshooting, monitoring system performance, preparing user guides, training staff, and coordinating with vendors to maintain system stability and efficiency. Role Details : 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. • Receive, log, and resolve support requests through the Service Desk platform. • Troubleshoot issues related to digital systems, applications, databases, and user interfaces. • Provide timely support to internal users in accordance with Service Level Agreements (SLAs). • Document incidents, resolutions, and steps taken using standard procedures.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 • Provide training sessions and guidance to users on system functionalities. • Prepare user manuals, quick guides, and FAQs. • Provide clear instructions to external users on how to use services, submit applications, upload documents, or complete digital transactions. • Prepare and share simplified user guides, and step-by-step assistance when needed. 4. System Testing & Feedback • Collect user feedback, identify recurring user issues, and report them for system improvement. • Participate in User Acceptance Testing (UAT) to validate new features from an external user perspective. • Coordinate with IT teams, business departments, and service owners to resolve external user issues quickly. • Communicate service outages, planned maintenance, and updates to external users clearly. 5. Incident & Problem Management • Identify recurring issues and propose long-term solutions. • Escalate complex cases to Level 2 or Level 3 support teams when needed. 6. Vendor Coordination • Coordinate with system vendors and implementation partners to resolve system-related issues. • Participate in User Acceptance Testing (UAT) before launching system updates or new releases. 7. Documentation & Reporting • Maintain detailed records of support activities, incidents, and system updates. • Prepare weekly and monthly performance reports to support continuous improvement. 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 applications. • Strong knowledge of mobile apps. • Basic troubleshooting (network, browser, device compatibility). • Authentication systems (UAE Pass preferred). • Excellent communication skills in Arabic and English. • Strong customer service and problem-solving abilities. • Ability to remain patient, clear, and professional under pressure. Preferred Certifications • ITIL Foundation • Customer Service Excellence CertificationFor more details, please inbox to [HIDDEN TEXT]