Major Roles And Responsibilities
General Systems & Helpdesk Support
• Provide Tier 1 support for clients across Egypt, Saudi Arabia and the wider Gulf.
• Respond to and resolve system-related tickets in a timely manner through the helpdesk system.
• Monitor system tickets and liaise with vendor teams on root cause analysis for recurring issues.
• Document troubleshooting steps, resolutions, and update user guides for recurring issues.
• Troubleshoot and resolve issues relating to custom configurations and performance.
• Shadow client projects to understand context for projects to support handovers.
• Support the Implementation team with new client projects as needed.
• Support on-site client visits within Egypt if/as needed.
• Maintain compliance with vendor certifications.
Integration & Automation Support
• Help configure, test, and monitor new deployments of software.
• Assist in ensuring secure and reliable data flow between systems, including SSO or identity management tools.