D&T Global AMS Executive

Join Aramex’s global Express end-user support team in Amman to resolve technical issues, support business applications and improve service reliability.

Responsibilities

• Resolve day-to-day technical queries from the global support office and Aramex network, and monitor and close end-user support tickets within agreed business SLAs.
• Keep stakeholders informed throughout the ticket lifecycle and collaborate with users and other teams to address their queries.
• Develop comprehensive knowledge of global Express technology products and solutions, meet user expectations and share knowledge and support practices with peers.
• Participate in Express team meetings and activities and support product implementations on site and remotely when needed.
• Contribute to internal testing of new developments and enhancements, build a knowledge base of frequent requests and incidents and maintain solution documentation.
• Analyse root causes and recurring issues and propose or implement solutions that reduce tickets, improve efficiency and control support costs.
• Align support systems with wider Digital & Technology objectives and resolve tickets promptly to minimise escalations and maintain service quality.
• Assist with capacity planning for equipment and resources, monitor support KPIs and identify service gaps and improvement opportunities.
• Work with vendors to optimise performance and support delivery and identify efficiency gains.

Qualifications and experience

• A university degree in a technology-related field such as computer science, engineering or information technology.
• Up to two years of L1/Tier 1 end-user support experience and knowledge of ticketing systems are desirable.
• Proficiency in Microsoft SQL database T-SQL is required.
• Knowledge of system integration and APIs, and knowledge of or certification in ITIL, are advantages.
• Express shipping and distribution knowledge and experience building reports are advantages.
• Excellent listening and interpersonal skills, strong attention to detail and excellent written and spoken English.
• Ability to document root causes and solutions and analyse patterns in recurring issues to recommend or implement effective remedies.

Professional behaviours and application

• Build strong teams, set clear direction, simplify work and collaborate across functions with accountability for delivery.
• Demonstrate a growth mindset, innovation, inclusion and an external focus.
• The position is based in Amman, Jordan. Apply through the official Aramex careers portal.