D&T Global AMS Executive

About the role

The Global D&T AMS Executive – Express joins Aramex’s Digital & Technology end‑user support team. The role provides comprehensive technical assistance for all Express Digital & Technology products, ensuring timely resolution of user issues across the GSO and Aramex network.

Key responsibilities

• Manage and resolve technical queries and day‑to‑day issues, adhering to agreed SLAs.
• Monitor, respond to, and close support tickets logged by end users.
• Maintain up‑to‑date knowledge of all Express Technology products and share best practices with peers.
• Support product implementations, both onsite and remotely, and participate in internal testing of new developments.
• Build and maintain a knowledge base of frequent requests and suggest solutions to reduce repetitive tickets.
• Collaborate with vendors, monitor KPIs, and propose improvements for cost‑efficient support operations.

Required profile

• University degree in Computer Science, Engineering, Information Technology or related field.
• Up to 2 years of experience in L1/Tier‑1 end‑user support; familiarity with ticketing systems is desirable.
• Excellent written and oral communication skills in English, with strong attention to detail.
• Ability to document root causes and propose effective solutions.

Required skills

• Microsoft SQL (T‑SQL) proficiency.
• Knowledge of system integrations and APIs.
• Familiarity with ITIL concepts or certifications.
• Experience building reports.