IT Support Officer

Nairobi - Kenya

Monthly Salary: Not Disclosed

Experience Required: 1-3years

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Title: IT Support officer

Reports to: Team Leader

Department: Customer Service

Location: Head of Office (Nairobi Kenya)

JOB PURPOSE

Our client in the fintech industry is seeking an IT Support Officer responsible for ensuring system reliability resolving technical issues and supporting payment integrations in a high-volume transaction environment. The role focuses on maintaining uptime managing incidents and ensuring compliance with regulatory standards while supporting efficient and seamless operations.

CORE IMPACT AND RESPONSIBILITIES

System Reliability & Monitoring: Proactively oversee system performance and transaction health to ensure maximum uptime and immediate identification of bottlenecks or failures.
Technical Problem Solving: Investigate and resolve transaction discrepancies pending payments and system errors with a focus on Root Cause Analysis (RCA).
Integration Support: Facilitate smooth API deployments by troubleshooting authentication issues callback failures and transaction flows for external partners
Stakeholder & Vendor Liaison: Serve as the primary technical point of contact for service providers (Safaricom Airtel banking partners) to resolve escalated network or gateway issues.
Incident Management: Execute the end-to-end incident lifecyclefrom initial logging and triage to resolution and stakeholder communication.
Data & Compliance: Generate detailed reconciliation reports and ensure all technical operations align with Central Bank of Kenya (CBK) regulatory standards.
System Evolution: Conduct rigorous post-deployment testing and maintain comprehensive documentation to streamline future troubleshooting and knowledge sharing.

Requirements

QUALIFICATIONS AND EXPERIENCE

Bachelors degree in Computer Science Information Technology Software Engineering or a related field.
Minimum 2 years of experience in a FinTech banking or payments operations environment.
Proven experience working with mobile money integrations (M-Pesa Airtel Money) and payment gateways.
Strong working knowledge of APIs RESTful services and troubleshooting tools such as Postman.
Hands-on experience with SQL (PostgreSQL SQL Server) for data analysis and reconciliation.
Solid understanding of transaction lifecycles payment flows and reconciliation processes.
Experience in incident management including triaging escalation and resolution in high-pressure environments.
Familiarity with CBK regulations and compliance requirements in financial services is an added advantage.
Strong analytical and problem-solving skills with attention to detail.
Excellent communication skills with the ability to engage both technical and non-technical stakeholders.

PREFERRED ATTRIBUTES

Experience working in a 24/7 operations or support environment.
Exposure to system monitoring tools.
Demonstrated ability to manage multiple priorities and respond effectively during incidents.

Job Title: IT Support officer Reports to: Team LeaderDepartment: Customer ServiceLocation: Head of Office (Nairobi Kenya)JOB PURPOSE Our client in the fintech industry is seeking an IT Support Officer responsible for ensuring system reliability resolving technical ...