IT Operations Engineer
Tabby
IT, Operations
Posted on Apr 11, 2025
We are seeking a proactive and customer-focused ITSM Support Engineer (Level 1) to join our IT Service Management team. In this role, you will serve as the first point of contact for technical support requests, ensuring smooth resolution of issues and delivering high-quality service to internal users across various communication channels.
- Department
- IT Operations
- Employment Type
- Full Time
- Location
- KSA
- Workplace type
- Onsite
- Reporting To
- Sergey Melnichuk
Key Responsibilities
Request Management:
- Handle incoming support requests through Jira Service Management, ensuring timely resolution based on priority.
- Escalate complex issues to the appropriate second-line support teams when necessary.
User Support via Slack:
- Respond politely and efficiently to inquiries in both general and direct message channels.
- Guide users to the appropriate forms on the ITSM portal for request submissions.
- Provide status updates on existing tickets, monitor SLAs, and address overdue requests when applicable.
Access and Setup Support:
- Facilitate access provisioning to internal systems and services.
- Assist users with software installations, hardware setups, and general troubleshooting.
Diagnostics and Issue Resolution:
- Perform initial diagnostics of software and hardware issues remotely using tools like TeamViewer, Zoom, and Google Meet.
- If the issue cannot be resolved at Level 1, collect comprehensive details and escalate to the relevant technical team.
Shift Handover and Reporting:
- Maintain accurate records of all tasks handled during the shift.
- Provide end-of-shift reports, highlighting resolved tasks, ongoing issues, and any items requiring follow-up by the next shift.
Skills, Knowledge and Expertise
- Fluent in English
- Strong ability to follow detailed instructions and established procedures with precision.
- Proven capability to analyze and resolve unfamiliar technical problems independently.
- Confident user of both Windows and macOS operating systems.
- Hands-on experience with Jira Service Management for handling service requests and incidents.
- Proficient in Slack for internal communication and support handling.
- Skilled in using Google Workspace (Gmail, Docs, Calendar) in a business environment.
- Previous experience in a technical support role is required.
- Ability to efficiently navigate and manage various internet services, including user registration and account management.
- Basic understanding of webhooks, JSON, and REST APIs for working with integrations and automated processes.
- Prior experience working as a System Administrator.
- Familiarity with ITSM best practices and frameworks (such as ITIL).
About Tabby
Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money.
The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.
Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region.
Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.
The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.
Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region.
Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.
Our Hiring Process
Stage 1:
Applied
Stage 2:
Review
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