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SUPPORT SPECIALIST

1. Job Purpose

The Support Specialist is responsible for providing first-level technical assistance to end-users and ensuring the reliable operation and availability of software applications. The role provides direct technical support to customers and internal users by identifying, diagnosing, and resolving application and system-related issues in a timely and effective manner.

The position requires the ability to respond to customer inquiries, investigate technical problems, monitor application performance, and provide appropriate solutions while maintaining a high standard of customer service. Where issues cannot be resolved at first level, the Support Specialist will work closely with development, quality assurance, and higher-level support teams to ensure that problems are escalated appropriately and resolved within agreed Service Level Agreement (SLA) requirements.

The role operates on a shift-based schedule to support continuous 24/7 service availability. As a result, the successful candidate must be adaptable to shift work and flexible working schedules while maintaining consistent service standards across assigned shifts.

The position requires a strong technical foundation, sound analytical and problem-solving capabilities, attention to detail, and a customer-focused approach to technical support.

KEY ROLES AND RESPONSIBILITIES

2. Customer and Application Support

Provide timely and accurate first-level technical support to customers and end-users.

Key responsibilities include:

• Responding to customer inquiries relating to software usage, application functionality, and troubleshooting.

• Providing accurate technical assistance within the required SLA during assigned shifts.

• Diagnosing application and technical issues and identifying appropriate solutions.

• Ensuring customer concerns are handled professionally and efficiently.

• Maintaining a customer-centric approach when responding to technical questions and resolving problems.

• Providing clear guidance to customers on the appropriate use of software applications.

• Conducting customer meetings where necessary to gain a better understanding of technical issues and identify effective solutions.

• Ensuring that customer interactions and technical resolutions are properly documented.

3. Application Monitoring and Incident Response

Monitor software applications and respond promptly to system issues to support reliable service availability.

Responsibilities include:

• Monitoring software applications to ensure functionality and acceptable performance.

• Identifying application issues and taking appropriate action to address them.

• Responding to malfunction alerts according to their assigned priority.

• Ensuring that response times remain within agreed SLA requirements.

• Monitoring system activity and identifying potential issues before they significantly affect users.

• Monitoring transactions to confirm that they are completed within agreed timeframes.

• Escalating delayed or incomplete transactions where necessary.

• Supporting the continued availability and reliable operation of software applications.

4. Issue Escalation and Technical Resolution

Work collaboratively with relevant technical teams to resolve issues that cannot be addressed through first-level support.

Key responsibilities include:

• Escalating unresolved technical issues to higher-level support teams.

• Providing development and quality assurance teams with sufficient information to investigate reported software malfunctions.

• Collaborating with development and QA teams to identify and implement appropriate solutions.

• Following up on escalated issues to ensure timely resolution.

• Ensuring that escalated incidents continue to be monitored until appropriate resolution is achieved.

• Supporting the implementation of technical solutions within agreed SLA requirements.

• Maintaining clear communication with relevant stakeholders throughout the resolution process.

5. Knowledge Management and Documentation

Maintain accurate and useful technical documentation to support consistent service delivery.

Responsibilities include:

• Developing and maintaining a knowledge base containing detailed steps for resolving common technical issues.

• Documenting technical solutions and troubleshooting procedures.

• Regularly reviewing and updating the knowledge base to ensure that information remains accurate and relevant.

• Refining system documentation to support both customers and internal teams.

• Maintaining documentation that assists with software deployment and ongoing system operation.

• Ensuring that technical knowledge and solutions are captured for future reference.

6. Reporting and Service Management

Maintain accurate service records and provide regular reporting on system performance and support activities.

Key responsibilities include:

• Logging all customer interactions accurately in the service management tool.

• Recording technical issues and solutions in a clear and complete manner.

• Generating weekly reports on system performance.

• Preparing and distributing monthly system performance reports.

• Ensuring that reports contain relevant and accurate information.

• Supporting service management activities through accurate incident and interaction records.

• Monitoring SLA performance and supporting appropriate follow-up where service requirements are at risk.

7. Technical Tools and Infrastructure Support

Manage and optimise relevant technical tools and provide support for internal users.

Responsibilities include:

• Managing and optimising tools and platforms such as AWS, Entra, Active Directory (AD), ELK, and Grafana.

• Supporting internal users with their hardware requirements.

• Setting up hardware for internal users where required.

• Installing and supporting software required by internal users.

• Providing technical assistance relating to internal hardware and software needs.

• Supporting the effective operation and availability of relevant technical environments.

8. Security and Access Management

Support appropriate security controls and access management across the technical environment.

Key responsibilities include:

• Ensuring that all system components within the environment are protected by an appropriate antimalware solution.

• Conducting semi-annual reviews of user and vendor accounts.

• Reviewing account access to confirm that permissions remain aligned with individual job functions.

• Identifying inappropriate or unnecessary access and ensuring that appropriate action is taken.

• Obtaining management approval for access requirements where necessary.

• Supporting appropriate control and accountability over system and user access.

9. Backup and Recovery

Support the organisation’s backup and recovery processes to maintain system and data availability.

Responsibilities include:

• Ensuring that daily incremental backups are carried out.

• Ensuring that weekly full backups are completed as required.

• Supporting periodic restoration of backup files.

• Conducting restoration activities to validate backup integrity.

• Confirming that backups provide appropriate recovery capability.

• Supporting the identification of backup or restoration issues and ensuring that relevant concerns are addressed.

10. Asset and Patch Management

Maintain accurate information relating to technology assets and support appropriate system maintenance.

Responsibilities include:

• Maintaining a centralised and up-to-date asset inventory.

• Documenting relevant asset details accurately.

• Reviewing access controls associated with assets where applicable.

• Conducting regular audits of asset information to confirm accuracy and accountability.

• Applying operating system patches according to the defined patching schedule.

• Applying emergency patches when vulnerabilities are disclosed and require immediate attention.

• Supporting the continued security, accuracy, and reliability of the technical environment.

11. Training, Mentoring and Professional Development

Support the development of junior employees and maintain continuous professional growth.

Responsibilities include:

• Participating in employee onboarding activities.

• Training new junior employees on system usage.

• Providing guidance on troubleshooting procedures.

• Training junior employees on established support workflows.

• Mentoring junior staff in software support practices.

• Sharing relevant technical knowledge and experience with junior team members.

• Participating in ongoing professional development.

• Keeping up to date with relevant industry trends and developments.

• Continuously improving technical knowledge and support capabilities.

12. Additional Responsibilities

• Perform any other duties required to support the business as its needs, activities, changes, and growth evolve.

• Remain flexible in responding to changing technical and operational requirements.

• Support the business in maintaining effective software support and technical service delivery.

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

13. Educational Qualifications

The successful candidate should possess:

• A Bachelor’s degree in Computer Science or a related technical field.

14. Professional Experience

The candidate should have:

• At least three years of experience in software support or application support roles.

• Experience in a fintech environment is preferably desirable.

• Proven experience working with relational databases.

• Practical experience in software troubleshooting and technical support.

15. Technical Knowledge

The successful candidate should demonstrate:

• Strong understanding of software troubleshooting and technical support.

• Knowledge of relational databases.

• Understanding of IT Service Management practices.

• Familiarity with service management tools such as ServiceNow or Jira.

• Familiarity with Entra and Active Directory.

• Familiarity with ELK and Grafana.

• Knowledge of relevant monitoring tools.

• Ability to work with technical systems and support platforms effectively.

16. Personal and Professional Skills

The candidate should demonstrate:

• Ability to adapt to shift-based work and flexible schedules.

• Excellent communication skills.

• Strong interpersonal skills.

• Ability to communicate effectively with customers, internal users, and technical teams.

• Strong analytical capabilities.

• A solution-oriented approach to technical challenges.

• Ability to investigate issues logically and identify appropriate solutions.

• Ability to work effectively in a service-focused technical environment.

The successful candidate should combine technical competence with strong customer service, analytical thinking, effective communication, and a willingness to continuously develop their skills in response to changing technologies and industry requirements.

Application

Go to pycs on pycs.zohorecruit.com to apply