IT Support Officer

Job Title:         IT Support
officer           

Reports to:      Team Leader

Department:    Customer
Service

Location:          Head of Office (Nairobi, Kenya)

 
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.

• 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

• 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.
  

• 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.