Requirements
Requires a Diploma or Bachelor's degree in IT, Computer Science, or a related field, with 4+ years of customer-facing technical support or service desk experience. Strong knowledge of web and mobile applications, troubleshooting basic network/browser/device issues, and experience with authentication systems (UAE Pass preferred) are essential. Excellent Arabic and English communication, customer service, problem-solving, and professionalism under pressure are required.
Description
Position OverviewThe 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 ResponsibilitiesTechnical 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 & QualificationsDiploma/Bachelor's in IT, Computer Science, or related field.4 plus 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 CertificationsITIL FoundationCustomer Service Excellence Certification