ROLE SUMARRY
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.
KEY 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
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
ABILITIES
Ability to diagnose and troubleshoot basic technical issues.
Ability to provide step-by-step technical help, both written and verbal
ability to think clearly, to work well under pressure, and to be patient communicating with non-technical end-users.
Ability to support Linux and Window Application
Ability to Analyze bash script
Ability to understand basic coding concepts