Technical Support

2 days ago

th of October City, Egypt Sarmad Full time

**Key Responsibilities**:

- **Ticket Management**- Receive, analyze, and respond to technical support tickets raised by customers.
- Provide first-level troubleshooting, solutions, or guidance to resolve issues.
- Accurately categorize, prioritize, and document tickets in the support system.
- Escalate unresolved or complex issues to the appropriate technical or development teams.
- **Incident Management**- Act as the first point of contact during system incidents or outages.
- Coordinate incident response, including initial triage, escalation, and communication with stakeholders.
- Ensure incident resolution within agreed SLAs and document root cause and resolution steps.
- **System Monitoring**- Proactively identify performance issues, errors, or potential outages.
- Respond to system alerts and initiate corrective actions or escalate as needed.
- **Application Troubleshooting & Support**- Collaborate with developers to analyze logs, code, and APIs to identify and address root causes.
- Support integration-related issues and provide recommendations for fixes or improvements.
- **Collaboration & Communication**- Work closely with internal teams (infrastructure, development, QA, DevOps, etc.) to resolve escalated issues.
- Communicate updates to customers and stakeholders in a clear and timely manner.
- **Documentation & Reporting**- Maintain accurate and up-to-date records of incidents, tickets, and resolutions.
- Contribute to knowledge base articles, troubleshooting guides, and FAQs.
- Prepare periodic reports on ticket trends, recurring issues, and system performance.
- Build RCA (Root Cause Analysis) for upcoming incidents.

**Requirements**:

- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent practical experience).
- Knowledge of the software deployment cycle, microservices, and API testing scenarios.
- Knowledge of DB queries and troubleshooting.
- Familiar with various programming languages (Java, NodeJS, Flutter, React....etc).
- Strong knowledge of ITIL principles (Incident, Problem, and Change Management).
- Familiarity with ticketing systems (e.g., Jira Service Desk, ServiceNow, Zendesk, etc.).
- Familiar with the FinTech industry.
- Excellent troubleshooting, analytical, and problem-solving skills.
- Strong communication and customer service skills.
- Ability to work under pressure and handle multiple tasks simultaneously.
- Willingness to participate in on-call rotations for incident handling (if applicable).

**Benefits**
- Hybrid work model
- Healthy working environment
- Medical Insurance
- Social Insurance

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