IT Support Engineer - Arabic

About the role

The IT Support Engineer – 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 seamless user experience for Arabic‑speaking customers.

Key responsibilities

• Log, troubleshoot, and resolve user issues (access, navigation, errors, payments, authentication) via the Service Desk while meeting SLA targets.
• Monitor system performance, detect outages, and report critical incidents.
• Conduct user training sessions and produce guides, FAQs, and step‑by‑step instructions in Arabic and English.
• Gather user feedback, participate in UAT, and coordinate testing with IT teams and vendors.
• Identify recurring problems, manage incidents, and escalate complex cases to L2/L3 support.
• Work with external vendors to resolve system issues and validate updates.
• Maintain accurate support records and generate weekly/monthly performance reports.

Required profile

• Diploma or Bachelor’s degree in IT, Computer Science, or a related field.
• Minimum 4 years of customer‑facing technical support or service‑desk experience.
• Strong communication skills in Arabic and English.
• Professional attitude, problem‑solving ability, and composure under pressure.

Required skills

• Web applications
• Mobile applications
• Network troubleshooting
• Browser and device compatibility troubleshooting
• Authentication systems (UAE Pass preferred)