IT Support Technician (Application Support) / Application Support Officer

About the role

Technical support

• Support external and internal users of the client's website, mobile application, and digital services.
• Assist with account access, service navigation, system errors, payment issues, and authentication challenges.
• Receive, log, and resolve requests through the Service Desk platform.
• Troubleshoot digital systems, applications, databases, and user interfaces.
• Provide timely support in accordance with Service Level Agreements and document incidents and resolutions.

Monitoring and user guidance

• Monitor system performance and availability and report critical incidents or outages to senior support teams.
• Provide training on system functionality and prepare user manuals, quick guides, and FAQs.
• Guide external users through applications, document uploads, and digital transactions.
• Provide simplified step-by-step assistance when needed.

Testing and issue management

• Collect user feedback, identify recurring issues, and report findings for system improvement.
• Participate in User Acceptance Testing from an external user perspective.
• Coordinate with IT teams, business departments, and service owners to resolve user issues.
• Communicate service outages, planned maintenance, and updates to external users.
• Escalate complex cases to Level 2 or Level 3 support teams and propose long-term solutions.

Vendor coordination and reporting

• Coordinate with system vendors and implementation partners to resolve system-related issues.
• Participate in User Acceptance Testing before system updates or new releases.
• Maintain records of support activities, incidents, and system updates.
• Prepare weekly and monthly performance reports for continuous improvement.

Required 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 and mobile applications.
• Basic troubleshooting knowledge covering networks, browsers, and device compatibility.
• Knowledge of authentication systems; UAE Pass is preferred.
• Excellent communication skills in Arabic and English.
• Strong customer service and problem-solving abilities.
• Ability to remain patient, clear, and professional under pressure.

Preferred certifications

• ITIL Foundation certification is preferred.
• Customer Service Excellence Certification is preferred.