About us
Tamara is MENA’s leading payments innovator, focused on providing a seamless experience for merchants and customers through fair and transparent financial solutions. The company’s flagship Buy Now Pay Later platform lets shoppers split their payments online and in-store with no interest and no hidden fees. Tamara was founded in Riyadh, Saudi Arabia in late 2020 and has since grown to more than 450 employees in offices around the world in KSA, UAE, Germany, and Vietnam. The company’s $110 million Series A round in 2021 - led by Checkout.com - broke records as the largest ever in the Middle East and to date, it has raised $216 million in equity and debt. Tamara has over 4 million customers and more than 6,000 partner merchants, including leading global and regional brands like IKEA, SHEIN, Adidas, Namshi, and Jarir plus local SMEs.
About the role:
IT Help Desk is responsible for the company’s day-to-day IT support and building efficient internal IT systems and processes. In this role, you will also be a key contributor to the company’s information security management and work collaboratively across functions to develop solutions that support and grow Tamara’s IT function.
Key Responsibilities:
- Provide first-level contact and convey resolutions to user issues
- Properly escalate unresolved queries to the next level of support
- Track, route, and redirect problems to correct resources
- Update user data and produce activity reports
- Follow up with users, provide feedback, and see problems through to resolution
- Utilize excellent service skills and exceed user's expectations
- Ensure proper recording, documentation, and closure of all issues
- Prepare accurate and timely reports
- Implement and maintain tools and services such as Jira ITSM, Notion, Google Workspace, Slack, Jumpcloud, Crowdstrike antivirus and other tools which are in the pipeline
Required Skills & Qualifications:
- Minimum of 2 years of experience in IT support or related field.
- Proven working experience in providing IT help desk support.
- Proficiency in English.
- Working knowledge of IT help desk software, and remote assist tools.
- Strong user-facing and communication skills.
- Advanced troubleshooting and multi-tasking skills.
- Knowledge and experience in Jira ITSM, Notion, Jumpcloud, Google Workspace, Slack, and Crowdstrike antivirus.
- Experience in implementing and maintaining these tools in a 500+ employee company.
- Degree in Information Technology, Computer Science or equivalent.
- Ability to work in a team and communicate effectively.
- Resourcefulness and problem-solving aptitude.
Preferred Qualifications:
Certifications such as ITIL, CompTIA A+, Network+, Security+ or equivalent are a plus.
Previous experience in a tech start-up environment.
