IT Support Specialist

About
HALA is a leading fintech player in the MENAP region that aims to redefine financial services and build the future bank of SMEs. HALA empowers SMEs to start, run, and grow their businesses by providing them with cutting-edge financial and technological tools.

Tasks & Responsibilities

• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including hardware setup and network configuration.
• Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue.
• Properly escalate unresolved issues to appropriate internal teams (e.g., software developers).
• Document technical knowledge in the form of notes and manuals.
• Install, configure, monitor, and maintain computer systems and networks across the organization.
• Support roll-out of new internal applications.
• Log all IT requests/incidents in the ticketing system.
• Provide IT help desk services to end users and monitor resolution of IT requests/incidents.
• Manage On-boarding & off-boarding process of employees.

Education

• Bachelor’s Degree in Computer Science, Information Technology, or equivalent field.

Experience

• 2–3 years of experience in a similar role.

Skills & Requirements

• Advanced computer skills in Microsoft Office Tools.
• Fluent in English and Arabic.
• Strong communication and interpersonal skills to interact with customers, team members, and stakeholders.
• Strong analytical and problem-solving skills to diagnose and troubleshoot software issues.
• Familiarity with software development life cycle, debugging tools, and programming languages such as JavaScript, C#, MongoDB, and RabbitMQ.
• Experience with ticketing systems, CRM software, and knowledge base tools.
• Ability to work independently and as part of a team in a fast-paced environment.
• Flexibility to work weekends and holidays when required.