Position summary
We are looking for a motivated and customer-focused L1 IT Support Engineer fluent in Arabic to serve as the first point of contact for all IT-related issues. The candidate will be stationed on-site at the client location, providing direct support to Arabic-speaking end users, engaging with both IT teams and business stakeholders, ensuring timely resolution of incidents and service requests while delivering excellent customer service.
Key responsibilities
End-user support
Act as the first point of contact for IT support in person, via phone, email, chat, and ticketing system in Arabic and English.
Stationed on-site at the client location, providing face-to-face and remote assistance — engaging directly with both IT teams and business stakeholders.
Log, categorize, and prioritize incidents and service requests in the ITSM tool.
Diagnose and resolve basic hardware, software, and network issues.
Escalate unresolved or complex issues to L2/L3 teams with full documentation.
Application & CRM support
Provide day-to-day support for CRM applications used by business and IT teams.
Must have a basic understanding of CRM concepts and how CRM systems function.
Knowledge of banking domain and banking operations is a plus.
Knowledge of how IT support processes work (incident management, escalation, SLAs) is a plus.
Manage user accounts and password resets via the CRM application.
Network & connectivity
Assist users in identifying and differentiating between network-related issues (LAN, Wi-Fi) and application-level issues, and route accordingly.
Troubleshoot basic connectivity issues and escalate to the relevant team if required.
Documentation
Maintain accurate records of all incidents and resolutions in the ticketing system.
Create and update knowledge base articles in both Arabic and English.
Assist in IT asset management and inventory tracking.
Requirements
Required qualifications & skills
Education
Bachelor's degree or diploma in IT, Computer Science, or a related field.
Relevant certifications with equivalent hands-on experience will be considered.
Technical skills
Basic knowledge of Windows OS (10/11); macOS is a plus.
Familiarity with Microsoft 365 suite.
Understanding of Active Directory — user management, password resets.
Experience with ITSM/ticketing tools — Jira Service Desk.
Exposure to Oracle Fusion Sales & Service modules is a plus.
Knowledge of business analysis concepts and requirements gathering is a plus.
Language & communication
Arabic fluency (spoken and written) is mandatory.
Good command of English for documentation and team communication.
Soft skills
Strong problem-solving and analytical thinking.
Patient and professional when dealing with non-technical users.
Ability to manage multiple tasks and work under pressure.
Team player, punctual, and reliable for on-site attendance.
Preferred certifications (not mandatory)
Oracle Fusion CX Certification
ECBA (Entry Certificate in Business Analysis) — IIBA