IT Support Engineer - Arabic

Dautom; Sharjah; On-site; AED 90,000 - 130,000; Full time

Job summary

Dautom in the United Arab Emirates is seeking an experienced technical support specialist to deliver first-line and advanced assistance for its digital platforms, ensuring system stability, quick issue resolution, and a high-quality user experience.

You will log, troubleshoot, and resolve issues via the Service Desk, monitor systems, deliver user training, collect feedback, and coordinate with IT teams and vendors to meet SLAs.

Qualifications

• Diploma or Bachelor's in IT, Computer Science, or related field.
• 4+ years of customer-facing technical support or service desk experience.
• 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.

Responsibilities

• Log, troubleshoot, and resolve user issues via the Service Desk, meeting SLAs.
• Monitor system performance and report critical outages.
• Conduct training sessions, and create user guides, FAQs, and step-by-step instructions.
• Collect user feedback, participate in UAT, and coordinate with IT teams and vendors.
• Identify recurring issues and elevate complex cases to L2/L3 support.
• Work with vendors to resolve system issues and test updates.
• Maintain support records, and prepare weekly/monthly performance reports.

Skills

Technical support

Service desk

Arabic language

English language

Education

Diploma/Bachelor in IT

Tools

ServiceDesk Tools

Job description

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 elevate 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.
• 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 Certifications

• ITIL Foundation
• Customer Service Excellence Certification