Information Technology Application Support

Dautom; Sharjah; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading technology solutions provider in Sharjah is looking for a Technical Support Specialist to provide first-line support for websites and mobile applications. The ideal candidate should have a diploma or bachelor's degree in IT or a related field and 1-3 years of relevant experience. Responsibilities include managing support requests, monitoring system performance, and training users. Strong communication skills in both Arabic and English are essential. Join an innovative team with opportunities for growth.

Qualifications

• 1–3 years of experience in customer-facing technical support or service desk roles.
• Strong knowledge of web applications, mobile apps, and troubleshooting.
• Familiarity with authentication systems is a plus.

Responsibilities

• Provide first-line technical support for users.
• Log and manage support requests via the Service Desk.
• Monitor system performance and report critical incidents.
• Train users and create user manuals.
• Collect user feedback and participate in UAT.
• Identify recurring problems for long-term resolution.
• Coordinate with vendors to resolve issues.
• Maintain support records and prepare reports.

Skills

Customer service

Problem solving

Communication in Arabic

Communication in English

Technical support

Web applications knowledge

Basic troubleshooting

Education

Diploma or Bachelor’s in IT or related field

Job description

Key Responsibilities

• Provide first-line technical support for websites, mobile apps, and digital services, assisting users with access, navigation, errors, and transactions.
• Log, manage, and resolve support requests via the Service Desk, adhering to SLAs and documenting all incidents.
• Monitor system performance and availability, reporting critical incidents as needed.
• Train users on system functionalities and create user manuals, guides, and FAQs.
• Collect user feedback, participate in User Acceptance Testing (UAT), and communicate system updates or outages.
• Identify recurring problems for long-term resolution and elevate complex issues appropriately.
• Coordinate with vendors and implementation partners to resolve system-related issues.
• Maintain detailed support records and prepare performance reports.

Required Skills & Qualifications

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 1–3 years of experience in customer-facing technical support or service desk roles.
• Strong knowledge of web applications, mobile apps, and basic troubleshooting (network, browser, device compatibility).
• Familiarity with authentication systems is a plus.
• Excellent communication skills in both Arabic and English.
• Strong customer service and problem-solution abilities; able to remain professional under pressure.

Preferred Certifications

• ITIL Foundation
• Customer Service Excellence Certification