Technical Support Officer
Daam
Posted 30+ days ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Key Responsibilities:
- Receive and handle escalated technical tickets from Customer Service.
- Diagnose and resolve technical issues related to:
- ECR / POS devices
- Software configuration
- Integrations
- Payments, peripherals, and connectivity
- Perform remote troubleshooting and on-site support when required.
- Analyze logs, system errors, and transaction issues.
- Coordinate with:
- Customer Service
- Operations
- Third-party vendors and service providers
- Provide clear technical updates on ticket progress and resolution.
- Ensure issues are resolved within SLA timelines.
- Document solutions, root causes, and preventive actions.
- Support system configuration, setup, and go-live activities.
- Assist in onboarding new merchants from a technical perspective.
- Identify recurring technical issues and propose permanent fixes.
- Participate in duty shifts and on-call rotations as required.
- Follow internal procedures, security policies, and quality standards.
- Uploading the full menu to the system.
- Configuring the operational system settings according to the customer s business.
- Ensuring the system is fully ready for daily operations.
Desired Candidate Profile
Job Purpose:
The Technical Support Officer is responsible for diagnosing, troubleshooting, and resolvingbr>technical issues related to Mi Mony s ECR / POS systems. The role supports customer servicebr>escalation tickets, ensures system stability for merchants, and works closely withbr>operations and third-party providers to resolve issues within defined SLAs.
Performance Evaluation:
The Technical Support Officer is evaluated based on:
- SLA compliance for escalated tickets
- Resolution time and quality
- First-time fix rate
- Number of recurring or reopened tickets
- Quality of technical documentation
- Coordination efficiency with customer service and operations
- Adherence to shifts and availability
- Diploma or Bachelor s degree in IT, Computer Science, or related field.
- 2 4 years of experience in technical support, IT support, or POS/ECR systems.
- Strong understanding of POS / ECR architecture and workflows.
- Experience with hardware troubleshooting (terminals, printers, scanners).
- Knowledge of networking basics (LAN, Wi-Fi, IP configuration).
- Experience working with ticketing systems.
- Ability to communicate technical issues clearly to non-technical teams.
- Fluent in Arabic and English.
Company Industry
- IT - Software Services
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Technical Support Officer
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