Technical Support Specialist

Job description

Provide technical and operational support to platform users, including observers, supervisors, and the project team. Monitors the readiness of the platform and application to implement field questionnaires. He receives problems and addresses them within his powers, documents malfunctions and submits them to the technical team until closure. Supports business continuity and safe access to field inputs. Supports users in addressing login issues, activating accounts, accessing surveys and tasks, and using the platform and application. Manages accounts and permissions by creating, updating, and disabling accounts and assigning permissions according to the requests of the platform project manager. The platform is prepared by entering and updating data of entities, locations, and users, and uploading approved questionnaire templates and their operational settings. Checks operational readiness by ensuring that questionnaires, questions, options, and tasks appear, submit, upload images, and log the site when needed. Follows up on the arrival of entries, verifies the saving of completed questionnaires, and reviews synchronization issues, loss or duplication of entries with the technical team. It receives reports, records the problem, the time it occurred, the affected user, the associated questionnaire or task, attaches pictures, steps to recover the problem, and classifies priority. Addresses operational problems within his authority, escalates software malfunctions to the technical team with clear information, follows up on the solution, and informs those affected of the status of the report. Tests fixes and updates before making them available to users according to the test plan, and documents the test result. It trains users practically on using the platform and the application and prepares short guides to frequently asked questions and common errors. Coordinates with the completion team to follow up on technical needs and problems from the supplier In field operation, anything that requires a decision or development is submitted to the platform project manager. Supports the performance team in addressing difficulties in accessing and exporting data, documents technical differences and refers them to specialists. Provides periodic follow-up with a summary of open and closed reports, recurring malfunctions, and obstacles, while proposing improvements to facilitate use

Requirements

• Skill: Computers (installation and maintenance)
• Skill: Systems examination
• Skill: User Support (hardware)
• Location: Makkah Al-Mukarramah region

Skills