Senior Operations and Technical Support Officer

Optimiza

Amman, Amman Governorate, Jordan permanent

Posted: April 16, 2025

Quick Summary

We are seeking a highly skilled Senior Operations and Technical Support Officer to join our dedicated team. In this key role, you will be responsible for ensuring that our operations run smoothly while providing exceptional technical support to clients and internal teams. Your expertise will be crucial in optimizing processes and troubleshooting technical issues.

Job Description

Optimiza is seeking a highly skilled Senior Operations and Technical Support Officer to join our dedicated team. In this key role, you will be responsible for ensuring that our operations run smoothly while providing exceptional technical support to clients and internal teams. Your expertise will be crucial in optimizing processes and troubleshooting technical issues.

Key Responsibilities:

• Oversee daily operations and ensure the efficient delivery of technical support services to clients and users.
• Provide expert-level technical assistance, resolving complex issues and inquiries related to applications, systems, and infrastructure.
• Collaborate with cross-functional teams to identify operational inefficiencies and implement process improvements.
• Develop, maintain, and update operational documentation, including standard operating procedures (SOPs) and technical guides.
• Train and mentor junior support staff to enhance their skills and improve overall team performance.
• Monitor system performance and conduct regular analysis to identify areas for enhancement and optimization.
• Act as a liaison between technical teams and management, providing insights and recommendations for operational strategies.

Requirements:
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in operations management and technical support roles.
• Strong technical background with in-depth knowledge of systems, networks, and troubleshooting methodologies.
• Experience with IT service management (ITSM) frameworks and ticketing systems.
• Excellent problem-solving skills with a proactive mindset and attention to detail.
• Outstanding communication and interpersonal skills with the ability to work collaboratively within a team.
• Demonstrated leadership experience and ability to train and mentor team members.
• Certifications such as ITIL, CompTIA A+, or similar are preferred.

Benefits:
• Class A Health Insurance

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