- First line support for IT- Departments.
- Support & monitor Live Environment 24/7.
- Monitoring different payment systems (visa / MC / AMEX / Diners / CUP) and local gateways like 123.
- Reporting any Disconnections, Errors or Alerts Internally to the concerned teams & externally to the concerned client’s contacts.
- Maintaining accurate information for all Teams as the severity of Interface’s Problems affects the Online Traffic Directly.
- Reporting any Failure in Online Traffic (All Types of Transactions) to the Online Team and the concerned clients.
- Supporting the Online & ATM Teams in analyzing & investigating any problem on the Transactions Online Traffic.
- Permanent Following up & reporting any Strange or Abnormal Events that have a direct impact on the Authorization Process.
- Monitoring Online Service Units like Batch processor, refresh unit & Crypto servers.
- Monitoring the Loading of the received balance files.
- Dispatch & follow-on Jira Cases , Preparing & reporting the weekly aging tickets
- Monitor system devices to ensure its availability for internal and external users.
- Receive requests from internal and external users over the Jira ticketing system/mail or phone.
- Provide technical support and solutions required by internal and external users.
- Coordinate with the second level of support to reach proper solutions for technical issues.
BSc/BA in IT, Computer Science, or relevant field.Excellent Communication, organization, and time management skillsEnglish Fluency (must) , second language (preferable)0 - 2 years minimum with preferred proven experience working as first level support, service desk or NOC agent.Working knowledge of office automation products, databases and ITSM tools.Proven customer service skills and ability to communicate effectively to help customers fix their issues ,enhancing the overall support experience.Ability to diagnose and resolve basic technical issues.Customer-oriented & ability to work under pressure.Keen attention to detail, memory of patterns, and interest in problem-solvingAdvanced writing and editing Skills to aid in writing and updating manuals, Education in Computer Repairs and how to Troubleshoot.Based in Cairo.Willing to work 5 days per week on rotational shift basis .