The IT Operations Engineer plays a pivotal role in ensuring seamless IT service management and technical support across an organization. Tabby is seeking a proactive and customer-focused IT Operations Engineer (Level 1) to join its IT Service Management team in Saudi Arabia. This role is ideal for professionals who are skilled in troubleshooting, user support, and IT service management, providing first-line assistance to internal users while maintaining high service quality standards.
About the Company
Tabby is a leading FinTech company in the GCC region, transforming how people shop, earn, and save by offering flexible payment solutions. Launched in 2019, Tabby allows over 15 million users to split payments online and in-store without interest or fees. The platform supports more than 40,000 global brands, including Amazon, Noon, IKEA, and SHEIN, and generates over $10 billion in annual transaction volume.
With over $1 billion raised in funding and a valuation of $4.5 billion, Tabby is recognized as the highest-rated and fastest-growing FinTech in the GCC. The company emphasizes innovation, operational excellence, and customer-focused solutions, providing a dynamic work environment for IT professionals.
Responsibilities
The IT Operations Engineer is responsible for first-line IT support and service management tasks, including:
Request Management:
- Handle incoming support requests via Jira Service Management, ensuring timely resolution based on priority.
- Escalate complex technical issues to second-line support teams when required.
User Support via Slack:
- Respond promptly to inquiries in both general and direct channels.
- Guide users to submit requests correctly through the ITSM portal.
- Provide updates on ticket status, monitor SLAs, and follow up on overdue requests.
Access and Setup Support:
- Facilitate provisioning of access to internal systems and applications.
- Assist users with software installations, hardware setups, and basic troubleshooting.
Diagnostics and Issue Resolution:
- Perform initial remote diagnostics of software and hardware issues using TeamViewer, Zoom, and Google Meet.
- Escalate unresolved issues with comprehensive details 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 issues, ongoing tickets, and items requiring follow-up.
Requirements
- Previous experience in a technical support or IT operations role.
- Fluency in English.
- Ability to work in Saudi Arabia and coordinate with internal teams effectively.
- Strong problem-solving and analytical skills for handling unfamiliar technical issues.
- Ability to follow detailed instructions and established IT procedures precisely.
Skills
- Proficient in Jira Service Management for handling service requests and incidents.
- Skilled in Slack for internal support communications.
- Hands-on experience with both Windows and macOS operating systems.
- Familiarity with Google Workspace (Gmail, Docs, Calendar) in a business setting.
- Ability to manage user accounts, registrations, and basic IT services efficiently.
Desired Knowledge
- Understanding of webhooks, JSON, and REST APIs for integrations and automated processes.
- Previous experience as a System Administrator.
- Familiarity with ITSM best practices and frameworks (such as ITIL).
- Knowledge of troubleshooting methodologies and diagnostic tools.
Benefits
Employees at Tabby can expect:
- Full-time employment with a leading FinTech organization.
- Opportunity to work with cutting-edge technology and ITSM systems.
- Exposure to a dynamic and fast-growing environment in the GCC region.
- Professional development opportunities and hands-on experience with modern IT operations.
- Collaboration with a global and diverse team of IT and business professionals.
