Technical Support Officer at ITEX Integrated Services Limited

ROLE SUMMARRY

• The post holder will be a first level support staff responsible for monitoring, responding to and treating open tickets to ensure all systems and applications are running smoothly and seamlessly.

DUTIES AND RESPONSIBILITIES

• Responsible for monitoring, resolving, and responding to open tickets submitted by internal and external customers.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Progress issues and provide relevant information for troubleshooting or for clarification.
• Responsible for improving and documenting the technical processes around application support.
• Prioritize and handle service requests and incidents.
• Work collaboratively with Relationship Managers on change requests, managing issues and establishing priorities.
• Keeping a record of configuration/application changes and scheduling application updates in collaboration with the Operations Team.
• Consulting with the software development team, internal users, and clients to improve application performance.
• Managing code migration across environments to ensure continued and synchronized functionality.
• Ensuring effective front-end and back-end functionality of applications.
• Keep Track of all logged requests with their corresponding statuses and relevant details for Audit related purposes.

KNOWLEDGE SKILLS AND ABILITIES

Knowledge:

• Proven work experience as a Technical Support Officer in a FINTECH Industry

Skills:

• Strong troubleshooting, analytical, critical thinking skills, and problem-solving capabilities
• Time-management skills and the ability to adhere to deadlines for issues resolution.
• Excellent customer service skills

EDUCATIONAL QUALIFICATION AND EXPERIENCE

• A bachelor's degree in computer science or related technology field is preferred
• Industry-specific certification in relevant computer languages or software may be required
• 1-3 years of relevant experience in a customer focused position involving technical knowledge of the company' s products and services