DUTIES AND RESPONSIBILITIES

1. Ticket Management

• Monitor and manage incoming service desk tickets in Jira.
• Categorize, prioritize, and resolve tickets based on SLA.
• Update tickets with accurate troubleshooting steps, resolutions, and status changes.

2. Technical Investigation & Support

• Execute SQL/database queries to support troubleshooting and data validation.
• Provide first-level and intermediate support for ERP-related issues.
• Collaborate with users to gather clear issue descriptions and context.

3. Bug Reporting & Escalation

• Identify potential system defects and escalate to development teams with clearly documented bug reports.
• Track progress of escalated issues and keep stakeholders informed.

4. Documentation

• Maintain accurate records of known issues, resolutions, and standard operating procedures.
• Contribute to the internal knowledge base and support documentation.

5. Stakeholder Communication

• Provide regular updates to requesters and teams on issue status.
• Coordinate with developers, QA, and infrastructure teams for resolution of complex issues.

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 2+ years in a technical support, service desk, or application support role.
• Proficient in Jira (or other ticketing systems).
• Working knowledge of relational databases and SQL for troubleshooting.
• Familiarity with ERP systems (eg. Odoo, SAP, Dynamics) is a strong advantage.
• Strong problem-solving, documentation, and communication skills.
• Ability to prioritize and handle multiple tasks in a high-pressure environment.

TO APPLY, SEND AN EMAIL TO :

careers@mogo.co.ug