Technical Support Specialist

Logix for information Te... -
Heliopolis, Cairo

Technical Support Specialist

Full Time

On-site

Logix for information Technology -
Heliopolis, Cairoposted 1 month ago

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Job Description

The Technical Support Specialist is responsible for providing professional technical support to Logix clients, with a strong focus on resolving financial and accounting-related issues within the Logix ERP system. The role requires solid understanding of accounting principles to accurately diagnose financial discrepancies, validate system transactions, and support clients in financial modules such as General Ledger, AP/AR, Budgeting, Fixed Assets, and Financial Reporting.

Key Responsibilities
1. Client Support

Receive, log, and resolve support tickets through the Logix Customer Portal and mobile app.
Handle issues related to financial modules, journal entries, posting, approvals, and financial transactions.
Support clients on accounting workflows, closing procedures, and reconciliation.
Ensure tickets are resolved within SLA timelines and maintain excellent customer satisfaction.

2. Troubleshooting & Analysis

Diagnose and analyze financial system errors, incorrect postings, data mismatches, and reporting issues.
Validate financial transactions and ensure accuracy of system calculations.
Work with SQL Server to investigate data inconsistencies and perform basic queries.
Test reported issues before escalating to the development team.

3. Communication & Coordination

Communicate clearly with clients to understand financial issues and provide timely updates.
Collaborate with internal teams (Development, Projects, QA, Infrastructure) to resolve complex cases.
Prepare weekly reports on recurring accounting-related issues.

4. System Operations & Quality

Participate in system updates, financial patch testing, and post-deployment validation.
Assist in preparing and updating user manuals and training documentation.
Conduct internal testing for new financial features before release.

5. Continuous Improvement

Identify recurring problems in financial modules and recommend permanent solutions.
Suggest enhancements to improve financial workflows and transaction accuracy.
Ensure compliance with cybersecurity and data privacy guidelines when dealing with financial data.

Job Requirements

Required Qualifications
Education

Professional certificates (SOCPA, CMA) are a plus.
Strong knowledge of accounting principles (double-entry, reconciliation, trial balance, closing).
Previous experience supporting financial modules in ERP systems (preferred: Logix, SAP, Oracle, Odoo, Microsoft Dynamics).
Hands-on experience with SQL Server (basic queries, finding errors, checking tables).
Understanding of system integrations and approval workflows.
Soft Skills
Excellent communication and problem-solving skills.
Ability to stay calm under pressure and handle multiple financial tickets simultaneously.
Professional in client communication.
Bachelor’s degree in Information Technology, Computer Science, or a related field.
3 to 7 years of proven experience in technical support or IT help desk roles.
Strong knowledge of ERP Systems, macOS, and Linux operating systems.
Experience with troubleshooting hardware, software, and network issues.
Familiarity with remote support tools and ticketing systems.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team in a fast-paced environment.
Strong organizational and documentation skills.
Customer-focused mindset with a commitment to delivering high-quality service.
Willingness to participate in on-site support and occasional after-hours work.