SD Specialist

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field.
  
• 2+ years in a technical support, service desk, or application support role.
  
• Proficient in Jira (or other ticketing systems).
  
• Working knowledge of relational databases and SQL for troubleshooting.
  
• Familiarity with ERP systems (eg. Odoo, SAP, Dynamics) is a strong advantage.
  
• Strong problem-solving, documentation, and communication skills.
  
• Ability to prioritize and handle multiple tasks in a high-pressure environment.
  

Apply by sending your CV to careers@mogo.co.ug.

Ticket Management

• Monitor and manage incoming service desk tickets in Jira.
  
• Categorize, prioritize, and resolve tickets based on SLA.
  
• Update tickets with accurate troubleshooting steps, resolutions, and status changes.
  

Technical Investigation & Support

• Execute SQL/database queries to support troubleshooting and data validation.
  
• Provide first-level and intermediate support for ERP-related issues.
  
• Collaborate with users to gather clear issue descriptions and context.
  

Bug Reporting & Escalation

• Identify potential system defects and escalate to development teams with clearly documented bug reports.
  
• Track progress of escalated issues and keep stakeholders informed.
  

Documentation

• Maintain accurate records of known issues, resolutions, and standard operating procedures.
  
• Contribute to the internal knowledge base and support documentation.
  

Stakeholder Communication

• Provide regular updates to requesters and teams on issue status.
  
• Coordinate with developers, QA, and infrastructure teams for resolution of complex issues.