IT Support Technician (Application Support) / Application Support Officer

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 Certification

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