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.About the role :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. Role Details : Key Responsibilities :1. Technical Support • 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.2. System Monitoring • Monitor the performance and availability of digital systems. • Report critical incidents or system outages to senior support teams. 3. User Training & Guidance • 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. 4. System Testing & Feedback • 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. 5. Incident & Problem Management • Identify recurring issues and propose long-term solutions. • Escalate complex cases to Level 2 or Level 3 support teams when needed. 6. Vendor Coordination • 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. 7. Documentation & Reporting • Maintain detailed records of support activities, incidents, and system updates. • Prepare weekly and monthly performance reports to support continuous improvement. Required Skills & Qualifications :• 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. Preferred Certifications • ITIL Foundation • Customer Service Excellence CertificationFor more details, please inbox to moumita.p@dautom.com