• 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. • 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. • 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. • Documentation: • Maintain accurate records of known issues, resolutions, and standard operating procedures. • Contribute to the internal knowledge base and support documentation. • 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 (e.g., 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 for this job email your details to careers@mogo.co.ug.