IT Ops Support Specialist Full-time Job

The ITSM Support Engineer, Level 1, will be tasked with handling incoming requests to our department through various channels:

Via Jira Service Management:

Resolve requests based on priorities, escalate requests to the second line of support (to the component responsible administrator).

Via Slack:

Respond to messages in the general channel and direct messages. If a message implies some work to be done, send a link to the corresponding form on the ITSM portal, to assist with correctly submitting the request. If the message is about an existing ticket, check the SLA, inform about the timeline, or immediately resolve if the SLA is overdue.

Key Responsibilities

Granting access to any internal system.

Assisting with software or hardware setup.

Conducting diagnostics of software or hardware issues through TeamViewer, Zoom, Google Meet.

If the issue cannot be resolved independently, gather maximum information and escalate the task to the next level of support to the component responsible administrator.

Keep a record of work; at the end of the shift, fill in a report for the day: tasks resolved, difficulties encountered, and tasks that need to be monitored by the next colleague taking over the shift.

Skills, Knowledge & Expertise

Proficient in written and oral communication in English.

Ability to follow instructions precisely.

Ability to solve unknown problems.

Experienced user of Windows and macOS.

Experienced user of Jira Service Management.

Experienced user of Slack.

Experienced user of Google Workspace (Gmail, Docs, Calendar)

Experience as a system administrator will be a plus.

Experience in technical support is required.

Ability to navigate any internet service, understanding how to register or delete users.

Knowledge of webhook, JSON, REST API (as a plus).

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. +10 million users choose Tabby to stay in control of their spending and make the most out of their money.
Over 30,000 global brands and small businesses, including SHEIN, Amazon, Adidas, IKEA, H&M, Samsung and noon use Tabbys technology to accelerate growth and gain loyal customers by offering flexible payments online and in stores. Tabby is active in Saudi Arabia, UAE and Kuwait, and is valued at $660 million in its latest round of funding from Sequoia Capital India, STV, PayPal Ventures, Mubadala Investment Capital, Arbor Ventures, and Endeavor Catalyst.