IT Support Technician; Application Support​/Application Support Officer

Client Introduction:

In this role, you will collaborate closely with one of our esteemed clients—a globally recognized leader in their industry, distinguished by their commitment to excellence, innovation, and delivering exceptional value. As a trusted IT consulting partner, Dautom is supporting their strategic initiatives by connecting them with exceptional talent to drive business growth and transformation.

The IT Support Technician provides first-line and advanced technical support for the client digital systems, ensuring smooth operation, timely issue resolution, and a high-quality user experience. The role includes troubleshooting, monitoring system performance, preparing user guides, training staff, and coordinating with vendors to maintain system stability and efficiency.

• Provide first-line technical support to external/internal customers using the client's website, mobile app, and digital justice services.
• Assist users with account access, service navigation, system errors, payment issues, and authentication challenges.
• Ensure professional communication and maintain a high level of customer satisfaction.
• Receive, log, and resolve support requests through the Service Desk platform.
• Troubleshoot issues related to digital systems, applications, databases, and user interfaces.
• Provide timely support to internal users in accordance with Service Level Agreements (SLAs).
• Document incidents, resolutions, and steps taken using standard procedures.

• Monitor the performance and availability of digital systems.
• Report critical incidents or system outages to senior support teams.

• Provide training sessions and guidance to users on system functionalities.
• Prepare user manuals, quick guides, and FAQs.
• Provide clear instructions to external users on how to use services, submit applications, upload documents, or complete digital transactions.
• Prepare and share simplified user guides, and step-by-step assistance when needed.

• Collect user feedback, identify recurring user issues, and report them for system improvement.
• Participate in User Acceptance Testing (UAT) to validate new features from an external user perspective.
• Coordinate with IT teams, business departments, and service owners to resolve external user issues quickly.
• Communicate service outages, planned maintenance, and updates to external users clearly.

• Identify recurring issues and propose long-term solutions.
• Escalate complex cases to Level 2 or Level 3 support teams when needed.

• Coordinate with system vendors and implementation partners to resolve system-related issues.
• Participate in User Acceptance Testing (UAT) before launching system updates or new releases.

• Maintain detailed records of support activities, incidents, and system updates.
• Prepare weekly and monthly performance reports to support continuous improvement.

• Diploma or Bachelor's degree in Information Technology, Computer Science, or related field.
• 1-3 years of experience in customer-facing technical support or service desk roles.
• Strong knowledge of web applications.
• Strong knowledge of mobile apps.
• Basic troubleshooting (network, browser, device compatibility).
• Authentication systems (UAE Pass preferred).
• Excellent communication skills in Arabic and English.
• Strong customer service and problem-solving abilities.
• Ability to remain patient, clear, and professional under pressure.

• ITIL Foundation
• Customer Service Excellence Certification