IT Operational SupportAmr Saafan2024-05-11T06:39:11-04:00Job DescriptionIf you are excited to help millions of people to elevate their standards of living and literally foster economic growth of the developing nations providing accessible financial instruments, come and Join us! Your impact will be felt!We are looking for motivated talents, whose passione is IT Operation and the ones ready to dedicate their time for solving complex problems in the financial world. Our team consists of world class engineers with many years of experience who spend their life solving the most complex problems around the world. We are keen to welcome you onboard, learn from you and share the best from our experience.Our platform has massive growth potential, our technology includes the most cutting edge techniques, tools, languages and frameworks. We work with a diverse set of individuals from different geographical locations, each bringing their experience and passion to make the most out of every day!As an IT Ops Engineer in the IT team, you will be a part of an Enabling group supporting IT systems.ResponsibilitiesTroubleshoot or escalate issues as appropriate, in a timely manner ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required until the issue has been resolved.Ensuring the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated, as well as when necessary, being the first point of contact for end users to receive support and maintenance within the organization’s desktop computing. mobile devices and application system environment (whether locally at the Helpdesk or remotely)Utilize excellent customer service skills and ensure proper recording, documentation and closure of trouble tickets as you grow your knowledge of IT procedures, products, and services.Using performance reporting and user analysis to identify appropriate user training initiatives to ensure the highest levels of knowledge and adoption of technology in relation to the software and systems that we utilizeAct as a stakeholder for driving enhancements and improving support for all IT systems and processesProficient in new product / service releases and stay on the forefront of emerging industry practicesAbility to provide engaging, informative, well-organized evidential feedback where requiredProven relationship skills that carry across the technical spectrum and multiple geographical locationsProvide customer service expertise that is an example to the rest of your team in how to deliver customer focused service and constantly drive improvements in the ‘customer experienceBasic qualifications:3 years of experience in support and troubleshooting Windows & Mac OS platforms (Mac OSX 10.7 , Windows 7 or above) including mobile devices running Apple iOS & Android mobile operating systems3 years of experience in supporting one or more IT infrastructure area such as Networking, Active Directory, LDAP, DB fundamentals, backup/storageExperience translating business and technical needs across region and driving solution deliveryAbility to leverage knowledge of business applications to influence service owner priorities to effect changeExperience in adapting to shifting organizational structures and matrix reporting with focus on driving support servicesDemonstrated business acumen and working knowledge of applications and business processesExperience working within a progressive IT support organization and experience providing remote support with world-class customer service and interaction skillsExperience problem-solving technologically complex issuesAbility to work proficiently with minimal daily guidancePreferred qualifications:Master’s Degree in Computer Science or other related technical field.Experience in rapid prototyping and other fast iteration methods of solution development.Experience in building complex IT Systems solutions.Strong focus on delivering results, ability to think out of the box and beyond your area of responsibility.