IT Support Engineer
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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 elevate complex cases to L2/L3 support.
Vendor Coordination: Work with vendors to resolve system issues and test & 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
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