Support Specialist(Fintech)
On-siteOl Orian, Kajiado, Republic of Kenya
Job Summary
Provide accurate, timely first-level technical support for software usage inquiries and troubleshooting, adhering to SLA response times during assigned shifts. Monitor applications for functionality and performance, responding to malfunction alerts and escalating unresolved issues to higher-level teams. Maintain and update the knowledge base with resolution steps, log all interactions in the service management tool, and generate weekly and monthly system performance reports. Collaborate with development and QA teams to report malfunctions and implement solutions. Manage infrastructure tools including AWS, Entra, AD, ELK, and Grafana; ensure antimalware coverage, apply OS patches, and validate backup integrity. Conduct customer meetings, train new hires, and mentor junior staff while performing any other duties required to support evolving business needs.
Required Qualifications
- Bachelor's degree in Computer Science or a related technical field
- Minimum of 3 years of experience in software or application support roles preferably in fintech
- Proven experience with relational databases
- Proficient in software troubleshooting and technical support
- Understanding of IT service management and familiarity with tools like ServiceNow or Jira
- Familiarity with Entra, AD, ELK, Grafana and monitoring tools
- Adaptability to shift work and flexible schedules
- Excellent communication and interpersonal skills
- Strong analytical skills and a solution-oriented approach to challenges
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