Sys Ops Engineer

Who Are We

HALA is a leading fintech player in the MENAP region that aims to redefine financial services and build the future bank of SMEs. HALA aims at empowering SMEs to start, run, and grow their businesses by providing them with cutting-edge financial and technological tools.

HALA currently holds multiple entities in UAE, Saudi Arabia and Egypt (including HALA Payments, HALA Cashier and HALA Logistics) and offers solutions that enable merchants to digitize their payments as well as manage their sales and operations.

Founded in 2017, HALA is currently duly licensed by the Saudi Arabian Central Bank as well as the Financials Services Regulatory Authority (FSRA) in Abu Dhabi Global Market.

Tasks & Responsibilities

• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including hardware setup and network configuration.
• Ask Partners targeted questions to quickly understand the root of the problem.
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Refer to internal database or external resources to provide accurate tech solutions.
• Prioritize and manage several open issues at one time.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals
• Install, configure, monitor, and maintain computer systems and networks across the organization.
• Assist HALA staff, either face-to-face or over the telephone, to set up systems or resolve issues.
• Troubleshoot system and network problems and hardware or software faults.
• Support roll-out of new internal applications.
• Execute daily data operations.
• Log all IT requests/incidents in the ticketing system.
• Provide IT help desk services to end users and monitor resolution of IT request/incidents.
• Maintain printers with proper ink refills & firmware updates.
• Manage On-boarding & off-boarding process of employees.
• Anti-virus deployment/management.
• Preform Server/workstations scheduled backups or based on need.
• Active directory management.
• AD Profile creation/deletion
• Monitor system performance and availability.
• Assist in the deployment and configuration of systems and applications.
• Troubleshoot basic IT infrastructure issues.
• Participate in system updates and patch management.
• Maintain system documentation and procedures.

Education

• Bachelor’s Degree in Computer Science, Information Technology, or equivalent field.

Experience

• 2–3 years of experience in a similar role.

Skills & Requirements

• Advanced computer skills in Microsoft Office Tools.

• Fluent in English and Arabic.

• Advanced knowledge of compliance and regulations.

• Strong communication and interpersonal skills to interact with customers, team members, and stakeholders.

• Strong analytical and problem-solving skills to diagnose and troubleshoot software issues.

• Familiarity with software development life cycle, debugging tools, and programming languages such as JavaScript, C#, MongoDB, and RabbitMQ.

• Experience with ticketing systems, CRM software, and knowledge base tools.

• Ability to work independently and as part of a team in a fast-paced environment.

• Flexibility to work weekends and holidays when required.

• We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
• We offer highly competitive compensation packages, including the potential for shares.
• We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
• Join a talented team of over 30 nationalities working in 7 countries and gain valuable experience in an exciting industry.
• We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.
• You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.