Business Technical Support Specialist

Overview

A Business Technical Support Engineer L1 will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments. You will work in collaboration with a Technical Support Engineer team and will be guided by experts and professionals in the field and learn on the job, while having a strong exposure to Financial Markets, trading, mobile applications and complex server architectures.

Bachelor's degree(or above) in computer science or a related field.

• Proficient in a variety of software and learn how to troubleshoot hardware.
• Good knowledge in finance, trading and banking.
• Strong financial markets culture.
• Strong knowledge of Business Support Systems(BSS).
• Basic IT knowledge:
  Understanding of Web/Mobile applications structures both front, back end and APIs.
• Understanding of SQL databases queries.
• Understanding of server architectures.
• Ability to read logs and identify errors/abnormalities.
• Familiar with data and development workflows.

• Be organized and able to remain productive even with multiple tasks.
• Must work well independently.
• Good communication skills.
• Strong problem-solving skills.

• 2-3 years working experience.
• Proven working experience in system engineering, IT support, Fin-tech or banking industry.
• Proven work experience with different systems, software, and hardware.
• Excellent written and verbal communication skills
• In-depth knowledge in the Fin-tech applications.

Proficient in both English and Arabic with proven proficiency in English.

• Take ownership of customer issues reported and see problems through to resolution.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• Daily assist Client Care department in answering user inquiries/questions.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers.
• Ensure proper recording and closure of all issues.
• Prepare accurate and timely reports.
• Document knowledge in the form of knowledge base tech notes and articles.
• Follow the SLA for issues with respect to severity.