About Us : Network International is the largest Financial Technology company in Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data[SM1] and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we are growing in direct to consumer card segment as well.
Our EVP : At Network International, we always stay ahead. . In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it’s about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand—because success isn’t just a goal; it’s how we work, every day, as one team
About the Role
The Desktop Support Engineer will be the first point of contact for end users who have service requests or incidents reported to the Service Desk. Every incident has a skill tier, and it is up to the Desktop Support Engineer to quickly classify the incident in and either resolve or assign to the appropriate team if necessary. This role leans heavily on communication with end users (customers), documentation, administration, and onsite training. The Desktop Support Engineer is expected to be passionate about I.T. and realize that we operate in a technologically driven environment that can empower an employee with a vast array of technical skills over time.
Responsibilities- Serve as the first point of contact for IT support within the organization.
- Be the face of IT and resolve end user issue end to end by coordinating with internal IT Teams and vendors.
- Resolve Level 1 technical issues including hardware, software, network, and other IT system problems.
- Diagnose and troubleshoot technical issues, including account setup, data synchronization, and system configuration.
- Track all issues in our ticketing system, ensuring that issues are resolved in a timely manner.
- Communicate regularly with the global IT team to report on issues and solutions.
- Conduct IT induction and training for new staff members.
- Create and maintain IT knowledge articles to aid in problem resolution. This includes documenting common issues and their solutions, and updating the knowledge base regularly to ensure all information is accurate and up to date.
- Provide support for unified communications systems including VoIP, video conferencing, instant messaging, and other collaboration tools. This includes troubleshooting issues, providing user training, and working with vendors to resolve complex problems.
- Involvement in IT projects.
- Any other duties as assigned by line manager.
- Bachelor’s degree in information technology, Computer Science, or a related field.
- Proven experience in a similar IT support role.
- Strong problem-solving skills.
- Excellent communication skills, both written and verbal.
- Ability to work independently and as part of a team.
- Excellent knowledge in Microsoft 365, Windows troubleshooting.
- Working knowledge of defining operational processes and procedures.
- Experience in managing services based on ITIL or similar framework.
- Experience working on Zoho Desk is an added advantage.
- 3+ years of experience in a Technology / IT function in a recognized international organization. Financial services industry highly desirable.
Skills Required
- Bachelor's degree in information technology, Computer Science, or a related field
- Proven experience in a similar IT support role
- Strong problem-solving skills
- Excellent communication skills, both written and verbal
- Experience in managing services based on ITIL or similar framework
- 3+ years of experience in a Technology / IT function in a recognized international organization
- Working knowledge of defining operational processes and procedures
- Experience working on Zoho Desk
What We Do
Over the past 30 years, we have built a business based on long-standing and trusted relationships with many of the leading merchants, financial institutions and payment networks operating in the Middle East and Africa. Such relationships are based on our comprehensive capabilities, scale, local presence in the multiple markets in which we operate, alongside our trusted reputation. This gives us significant scale and leadership in the region, where we operate in more than 50 countries, serve over 130,000 merchants and 250 financial institutions and fintech customers, whilst managing more than 16 million customer credentials. We have a diversified business model and operate across the entire consumer payments value chain. We do this with a growth-focused strategy through two business lines: • That enables our merchant customers to ‘take payments’, by providing them with various payment acceptance methods, both online and offline. • Which supports our financial institution, fintech and other payment issuing institution customers in enabling consumers ‘make payments’, by managing and processing their consumer payment credentials and transactions.
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