IT Support Specialist

Responsibilities    

• Provide first- and second-level technical support to both in-office and remote staff for hardware, software, and network-related issues.
• Respond to tickets and ensure ticket resolution within agreed SLAs, troubleshoot issues and resolve problems related to systems, laptops, printers, mobile devices, and connectivity.
• Maintain and support productivity tools including Microsoft 365, collaboration platforms (e.g., Teams, Slack), and VPNs.
• Support IT onboarding and offboarding processes, including user access provisioning, asset assignment, and security clearance.
• Experience with Freshdesk, Freshsale, and integration of these platforms.
• In-app chat for CRM support.
• Monitor internal systems and network performance; escalate critical issues to senior IT or vendors as necessary.
• Set up and configure new user accounts, email systems, workstations, and access credentials in line with company policy.
• Ensure availability and reliability of IT infrastructure including routers, firewalls, cloud services, and backup systems.
• Maintain system updates and ensure compliance with both internal IT standards and external data security regulations.
• Support the implementation of IT security protocols, firewalls, antivirus, and data loss prevention systems.
• Conduct routine system audits and user access reviews to support compliance with regulatory and internal standards.
• Educate staff on best practices for IT security and phishing/email threats.
• Work closely with compliance and operations teams to align systems with data protection, KYC/AML, and financial regulations.
• Maintain inventory of hardware, software licenses, and IT equipment.
• Liaise with external vendors and service providers for support, procurement, and maintenance.
• Evaluate and recommend upgrades to software, hardware, or IT policies based on evolving company needs.
• Provide IT support to teams operating across multiple jurisdictions, ensuring seamless and secure cross-border collaboration.
• Support digital banking systems and remittance platforms in coordination with product and technical teams.
• Document IT incidents, resolutions, procedures, and systems changes.
• Provide periodic reports on system health, support trends, and improvement opportunities.
• Collaborate with engineering and product teams during application rollouts, QA, and incident resolution.
• Document and maintain IT SOPs, support logs, FAQs, and disaster recovery procedures.
• Participate in sprint or planning meetings where IT infrastructure support is needed for product or compliance deliverables.

Requirements:

• B.Sc./HND in Computer Science, Information Technology, or a related field.
• Minimum of 3 years experience in IT support, preferably within a cross-border FinTech, digital banking, or tech-driven environment.
• Proficiency in Windows and Mac OS environments, Microsoft 365, remote access tools, and basic networking.
• Knowledge of IT security principles
• Familiarity with compliance frameworks such as ISO 27001 is an added advantage.
• Strong analytical, communication, and customer service skills.
• Ability to work under pressure, handle multiple tasks, and support remote teams across different time zones.
• Experience using support ticketing systems such as Zendesk, Freshdesk, or Jira.
• Familiarity with cloud services (e.g., AWS, Azure, or Google Cloud).
• Understanding APIs, card payment systems, or remittance platforms is a plus.
• Experience with Freshdesk, Freshsale, and integration of these platforms is an advantage.
• In-app chat for CRM support is a plus.