Onsite Support Specialist

Job SummaryWe are seeking an experienced L2 On-Site Support Specialist to provide technical support andoperational assistance for Education Technology solutions, primarily Student Information Systems (SIS). The ideal candidate will have strong troubleshooting capabilities, experience inthe K-12 education sector, and excellent communication skills in both Arabic and English. The role requires a proactive individual with strong analytical, problem-solving, and investigation skills who can effectively diagnose issues, collaborate with technical teams, and ensure high levels of customer satisfaction.Key Responsibilities:Provide Level 2 technical support for SIS, and related education software applications.Investigate, troubleshoot, and resolve application, database, and system-related issues.Analyze incidents and identify root causes to ensure long-term resolution.Work closely with customers, end-users, functional teams, and development teams to resolve complex support cases.Monitor system performance and proactively identify potential issues.Execute SQL queries for data validation, troubleshooting, and reporting purposes.Support system integrations and data synchronization processes.Document incidents, resolutions, and knowledge base articles.Manage and track support tickets using Jira, TFS, or similar ticketing systems.Escalate unresolved issues to development teams with detailed technical analysis.Participate in software testing and validation activities when required. Provide on-site user support and training when necessary.Ensure adherence to support SLAs and service quality standards.Required Qualifications:Bachelor's degree in Computer Science, Information Technology, SoftwareEngineering, or a related field.4-5 years of experience in a similar Application Support, Software Support, or L2 Support role.Proven experience supporting Student Information Systems (SIS).Experience working within the K-12 education sector.Strong understanding of software application support and troubleshooting methodologies.Hands-on experience with Microsoft SQL Server.Strong SQL querying and database investigation skills.Experience working with Jira, TFS (Team Foundation Server), or similar ticket management tools.Excellent problem-solving, analytical, and investigative skills.Strong customer service orientation and ability to work under pressure.Fluent in Arabic and very good in English (spoken and written).Preferred QualificationsUnderstanding of application integrations and APIs.Familiarity with cloud-based applications and services.Experience with Azure DevOps and modern support practice.Previous experience supporting large-scale educational institutions.Knowledge of educational business processes, student lifecycle management, and academic operations.Software development or coding experience to assist in troubleshooting and defect analysis.Experience Required: 4-5 YearsIndustry Preference: Education Technology / K-12 Education