Technical Specialist

Job Summary:

We are seeking a proactive, client-facing Technical Support Specialist (L2) to be stationed at the customer’s site. This role is responsible for managing day-to-day technical operations, ensuring SLA compliance, and acting as a key liaison between the client and the offshore support/development team.

The ideal candidate is fluent in Arabic, has a background in IT, and brings strong analytical and coordination skills, with an added advantage for candidates with development experience in Microsoft Technologies.

Key Responsibilities:

• Serve as the primary onsite technical representative, directly engaging with the client on system issues and enhancement requests.
• Monitor and manage SLA, ensuring timely issue resolution and escalation when needed.
• Perform Level 2 technical support:
• Receive and analyze incident and service requests
• Collaborate with the offshore team for resolution
• Track issue status and ensure closure
• Support testing and manage software releases into production
• Gather, analyze, and document business/technical requirements for any Change Requests (CRs) or enhancements.
• Facilitate communication between client stakeholders and offshore delivery teams to ensure clarity, accuracy, and timely delivery.
• Maintain up-to-date knowledge of the client environment, systems, and operational requirements.

Qualifications & Skills:

• Education & Language: Bachelor’s degree in Information Technology or a related field; strong command of English is required, Arabic proficiency is a plus.
• Experience & Development Skills: 2–6 years in a technical support or client-facing IT role; software development experience is mandatory, with knowledge or experience in MS SharePoint, .NET. Experience in MS BizTalk is a bonus.
• ITSM & Process Knowledge: Hands-on experience with ITSM tools (e.g., Jira), ticketing systems, and release management tools; familiarity with ITIL processes (incident, problem, change management); ITIL certification is a plus.
• Agile & Methodologies: Prior exposure to Agile frameworks like Scrum or Kanban is added advantage.
• Tools & Deployment: Working knowledge of source control systems and experience with release and deployment processes.

Additional Notes:

• This is an onsite, full-time role located at the client’s premises.
• The candidate must be comfortable working in a fast-paced, multi-stakeholder environment and capable of managing tasks independently.