ICT Customer Support Specialist - IT and Telecommunications Services
Role overview
ICT Customer Support Specialist - IT and Telecommunications Services Role Summary We are seeking an experienced ICT Customer Support Specialist to provide front-line assistance for enterprise clients. The role involves managing trouble tickets, coordinating incident resolution, and ensuring a high standard of service delivery in alignment with ITIL practices. This position requires strong communication skills, technical knowledge, and a proactive approach to customer engagement. Job Details Industry: Information Technology (IT) Function: Customer Support / Client Care Job Type: Full-time Gender: Any Candidate Nationality: Any Candidate Preferred Location: Any Salary: AED 7000-9000 monthly (market estimated) What You'll Do Respond to ICT customers via email and telephone, delivering accurate information on services Create, manage, and resolve trouble tickets, escalating as necessary to supervisors Ensure timely resolution of customer escalations and maintain accountability until closure Collaborate with team members to uphold company image and brand values Provide feedback on procedures, systems, and products to improve customer service quality Advise managers on new opportunities with existing and prospective clients Maintain up-to-date knowledge of ICT services, systems, and work processes Participate in required training and skill development programs Ideal Profile Minimum Diploma with CCNA, CCNP, or ITIL certification preferred At least 2 years of customer service experience, ideally within an international IT or telecommunications organization Good understanding of ITIL for service management and incident handling Knowledge of Cloud Services (VMware and OpenStack) Proficiency with MS Office, Outlook, and standard PC applications Strong communication skills in English and Arabic preferred Customer service-focused with sales orientation and problem-solving skills Ability to work in shifts with a flexible, team-oriented approach Self-motivated, proactive, and committed to continuous improvement Why Join Us You will play a key role in ensuring client satisfaction by supporting ICT solutions that empower businesses. We offer professional growth opportunities, exposure to international IT service delivery, and a dynamic work environment where collaboration and innovation are highly valued. About the Company We are a trusted provider of IT and telecommunications services across the UAE, delivering end-to-end solutions that drive digital transformation. Our expertise spans cloud platforms, enterprise networking, and managed services, enabling organizations to operate efficiently and scale with confidence.
