IT Support Technician – Arabic

About the role

The IT Support Technician – Arabic provides first‑line and advanced technical assistance for the organization’s digital platforms, including website, mobile app, and justice services. The role ensures system stability, rapid issue resolution, and a high‑quality user experience for Arabic‑speaking users.

Key responsibilities

• Log, troubleshoot, and resolve user issues (access, navigation, errors, payments, authentication) via the Service Desk while meeting SLAs.
• Monitor system performance, track outages, and report critical incidents.
• Conduct user training sessions and create guides, FAQs, and step‑by‑step instructions.
• Collect user feedback, participate in UAT, and coordinate testing with IT teams and vendors.
• Identify recurring issues, manage incidents, and escalate complex cases to L2/L3 support.
• Work with vendors to resolve system problems and test updates.
• Maintain support records and prepare weekly/monthly performance reports.

Required profile

• Diploma or Bachelor’s degree in IT, Computer Science, or a related field.
• At least 1–3 years of customer‑facing technical support or service‑desk experience (minimum 4 years overall).
• Strong knowledge of web and mobile applications and basic troubleshooting of networks, browsers, and device compatibility.
• Familiarity with authentication systems, preferably UAE Pass.
• Excellent Arabic and English communication skills.
• Professionalism under pressure and strong problem‑solving abilities.

Required skills

• Web applications
• Mobile applications
• Network troubleshooting
• Browser troubleshooting
• Device compatibility testing
• Authentication systems (UAE Pass)
• Service‑Desk ticketing