Position Responsibilities

The System Support Specialist (Internal) provides first-level technical support for users across multiple countries or business units within the organization. This role involves resolving basic system issues, executing SQL queries, performing light PHP debugging, and escalating unresolved issues. The ideal candidate is responsive, detail-oriented, and comfortable working across diverse technical environments in a regional setting.

First-Level Regional Technical Support

• Serve as the first point of contact for technical issues from end-users across regional locations via ticketing systems.
• Troubleshoot and resolve basic issues related to SQL queries, PHP scripts, and web-based system components.
• Ensure timely and accurate resolution or escalation of region-wide technical problems.

System Monitoring & Issue Analysis

• Perform regular system checks and log reviews across environments in different markets.
• Report anomalies or recurring issues to the L2/L3 support teams with clear context and regional impact.
• Support data validation and perform basic analysis to identify patterns or disruptions by market or outlet cluster.

Escalation & Collaboration

• Escalate unresolved or complex issues to senior support or engineering teams with adequate documentation.
• Collaborate with development teams by relaying structured feedback based on user reports and support trends across the region.

Documentation & Process Improvement

• Maintain detailed logs of issues, troubleshooting steps, and resolutions in a centralized knowledge base accessible to all regional teams.
• Contribute to the improvement of SOPs by highlighting common issues and feedback from regional end-users

Qualifications and Experience

• Diploma or Bachelor's degree in ComputerScience, Information Technology, or a related field.
• Basic proficiency in SQL (e.g., troubleshooting data issues. SELECT , INSERT , UPDATE) for querying and troubleshooting data issues.
• Fundamental knowledge of PHP for debugging scripts and suggesting code fixes.
• Familiarity with both Linux and Windows operating systems is a plus.
• Understanding of web applications and RESTAPIs is an advantage.
• Experience working with ticketing systems and remote support tools
• Strong written and verbal communication skills across diverse cultures and languages.
• Ability to prioritize and multitask effectively in a fast-paced regional support environment.
• Attention to detail, responsiveness, and a proactive problem-solving mindset.
• Cultural sensitivity and adaptability to handle user queries from different markets
• 1‒2 years in a similar technical support role preferred.
• Fresh graduates with solid technical fundamentals and strong eagerness to learn are welcome

a Necessity, not a Luxury

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