IT Support Officer

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 lifecycle—from 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
• Bachelor’s 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.