Technical Support Specialist (UAE NATIONAL)

Job Description:Providing technical support to users of SAP systems at the Ministry through the Helpdesk, by receiving reports via telephone and the ticketing system, processing them within the approved Service Level Agreement (SLA), escalating complex cases to the second line of support and following them up until closure, in a manner that ensures business continuity and compliance with the Ministry’s information security policies.Key Duties and Responsibilities:Receive reports and requests from users of SAP systems via telephone, email, and the ticketing system, and record, classify, and prioritize them.Analyze issues and provide a solution from the first contact whenever possible and follow up the full ticket lifecycle until closure in accordance with the service levels.Use SAP Solution Manager (SolMan) to manage tickets, incidents, change requests, and document solutions.Escalate complex cases to second-line support teams (Level 2), while providing the required diagnostic information, following them up, and informing the user of updates.Respond to user calls in a professional and courteous manner, and deal with various categories of users and pressure situations with patience and professionalism.Document solutions in the knowledge base and prepare periodic reports on tickets and service-level compliance rates.Fully comply with the information security and confidentiality policies of the Ministry of Defense, and perform any related duties assigned.Qualification:Bachelor’s degree (university qualification) in Information Technology, Computer Science, or a related specialization — mandatory.Accredited professional certification in the field of Information Technology, such as ITIL Foundation, CompTIA A+, or equivalent — mandatory.Experience of not less than two years in technical support / helpdesk, including support for users of SAP systems.Experience in using SAP Solution Manager or similar ticket management systems and working within a multi-level support model (L1/L2).Skills:Excellent communication skills, high ability to deal with users, and courtesy in answering telephone calls under pressure.Skills in problem analysis, troubleshooting, and resolution, and familiarity with ITSM concepts and service levels.Proficiency in Arabic and English, accuracy and discipline, and full preservation of information confidentiality.