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
- Customer Service Excellence Certification
