IT Support Specialist

Education

• Bachelor's degree in Information Technology, Computer Science, or a related discipline.
  
• Relevant certifications are advantageous: CompTIA A+/Network+, ITIL Foundation, Microsoft 365 Certified, or equivalent.
  

Experience — Mandatory

• Minimum 3 years of IT support experience, of which at least 2 years must be within a banking, microfinance, or fintech company.
  
• Demonstrated experience supporting financial technology platforms, digital lending systems, mobile money integrations, or payment processing environments.
  
• Proven track record working in IT environments with financial regulatory compliance obligations.
  

Day-to-Day IT Support

• Serve as first and second-line technical support for all staff across hardware, software, networking, and connectivity issues.
  
• Manage and resolve IT helpdesk tickets promptly, maintaining high service standards and SLA adherence.
  
• Onboard new employees with device setup, account creation, and access provisioning aligned to Tezza's security policies.
  

Systems & Infrastructure

• Administer and maintain internal IT infrastructure including servers, endpoints, cloud tools, and communication platforms.
  
• Manage user accounts, roles, and access controls across systems including Microsoft 365, Google Workspace, VPNs, and internal fintech platforms.
  
• Support and monitor integration touchpoints between lending platform and partner systems (MNOs, banks, digital wallets, payment gateways).
  
• Perform routine system maintenance, software patching, and hardware lifecycle management.
  

Security & Compliance

• Enforce IT security policies and best practices aligned with fintech regulatory requirements and data privacy standards (e.g., PCI-DSS, ISO 27001, local data protection laws).
  
• Monitor systems for security incidents, unauthorized access, and anomalies; escalate and respond to alerts promptly.
  
• Support IT audits by preparing documentation, evidence logs, and access review reports for internal and external reviewers.
  
• Maintain endpoint protection, antivirus management, and device compliance across all company equipment.
  

Fintech Platform Support

• Provide technical support for proprietary credit scoring platform, lending management systems, and partner API integrations.
  
• Liaise with development and product teams to escalate technical issues affecting platform availability or performance.
  
• Assist in the deployment and testing of new product features, system updates, and partner integrations from an IT infrastructure perspective.
  

Business Continuity & Vendor Management

• Support disaster recovery (DR) and business continuity planning (BCP), including DR drills and failover testing.
  
• Coordinate with external IT vendors, internet service providers, and software suppliers for procurement, renewals, and issue resolution.
  
• Maintain accurate IT asset inventory, licenses, and documentation.