{"id":106039,"date":"2026-08-05T07:25:44","date_gmt":"2026-08-05T07:25:44","guid":{"rendered":"https:\/\/jobs.dataaxisnode.com\/kenya\/uncategorized\/support-specialistfintech\/"},"modified":"2026-08-05T07:25:44","modified_gmt":"2026-08-05T07:25:44","slug":"support-specialistfintech","status":"publish","type":"post","link":"https:\/\/jobs.dataaxisnode.com\/kenya\/jobs\/nairobi\/support-specialistfintech\/","title":{"rendered":"Support Specialist(Fintech)"},"content":{"rendered":"<p><script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\/\", \"@type\": \"JobPosting\", \"title\": \"Support Specialist(Fintech)\", \"description\": \"Job Purpose\\nThe Support Specialist is responsible for delivering first-level technical support to end-users, ensuring smooth operation and high availability of software applications. This role involves diagnosing and resolving technical issues, collaborating with development teams for escalations, and maintaining exceptional customer service standards. The position operates within a shift-based schedule to support 24\/7 service availability and requires a strong technical foundation, analytical thinking, and a customer-centric mindset.\\nKey Roles and Responsibilities\\nProvide accurate and timely support for customer inquiries related to software usage and troubleshooting, responding within SLA during assigned shifts.\\nMonitor software applications to ensure functionality, performance, and addressing issues promptly.\\nRespond to malfunction alerts based on priority, ensuring adherence to SLA response times.\\nMaintain and update a knowledge base with detailed steps for resolving common issues.\\nCollaborate with development and quality assurance teams to report software malfunctions and help implement solutions within SLA.\\nGenerate and distribute weekly and monthly reports on system performance.\\nEscalate unresolved technical issues to higher-level support teams and ensure they are resolved in a timely manner.\\nLog all customer interactions and technical solutions accurately in the service management tool.\\nConduct customer meetings to understand issues and provide effective solutions.\\nRegularly update and refine system documentation to assist both customers and internal teams during deployment and operation.\\nMonitor transactions to ensure completion within agreed timeframes, escalating delays as necessary.\\nManage and optimize tools like AWS, Entra, AD, ELK and Grafana..\\nSet up and support internal users\u2019 hardware and software needs.\\nEnsure that all system components within the environment are covered by an antimalware solution.\\nConduct semi-annual reviews of all user and vendor accounts to ensure access aligns with job functions, address any inappropriate access, and obtain management approval.\\nEnsure that daily incremental and weekly full backups, as well as periodic restoration of backup files to validate integrity and recovery capability, are carried out.\\nMaintain a centralized and up-to-date asset inventory by documenting asset details, reviewing access controls, and conducting regular audits for accuracy and accountability.\\nRegularly applying OS patches as per a defined schedule or emergency when vulnerabilities are disclosed.\\nParticipate in employee onboarding by training new junior hires on system usage, troubleshooting procedures, and support workflows.\\nMentor junior staff in software support practices.\\nEngage in ongoing professional development to stay current with industry trends.\\nPerform any other duties as required to support the business in response to evolving needs, changes, and growth.\\nKnowledge, Skills, and Experience Required\\nBachelor\u2019s degree in Computer Science or a related technical field.\\nMinimum of 3 years of experience in software or application support roles preferably in fintech.\\nProven experience with relational databases.\\nProficient in software troubleshooting and technical support.\\nUnderstanding of IT service management and familiarity with tools like ServiceNow or Jira.\\nFamiliarity with Entra, AD, ELK, Grafana and monitoring tools.\\nAdaptability to shift work and flexible schedules.\\nExcellent communication and interpersonal skills.\\nStrong analytical skills and a solution-oriented approach to challenges.\", \"datePosted\": \"2026-08-03\", \"hiringOrganization\": {\"@type\": \"Organization\", \"name\": \"pycs\"}, \"jobLocation\": {\"@type\": \"Place\", \"address\": {\"@type\": \"PostalAddress\", \"addressLocality\": \"Nairobi\", \"addressCountry\": \"KE\"}}, \"directApply\": true, \"validThrough\": \"2026-08-18T23:59:59\", \"employmentType\": \"FULL_TIME\"}<\/script><\/p>\n<p><strong>Company:<\/strong> pycs<\/p>\n<p><strong>Location:<\/strong> Nairobi<\/p>\n<p><strong>Job Type:<\/strong> Full Time<\/p>\n<p><strong>Apply Before:<\/strong> 2026-08-18<\/p>\n<h3>Job Description<\/h3>\n<p>Job Purpose<br \/>The Support Specialist is responsible for delivering first-level technical support to end-users, ensuring smooth operation and high availability of software applications. This role involves diagnosing and resolving technical issues, collaborating with development teams for escalations, and maintaining exceptional customer service standards. The position operates within a shift-based schedule to support 24\/7 service availability and requires a strong technical foundation, analytical thinking, and a customer-centric mindset.<br \/>Key Roles and Responsibilities<br \/>Provide accurate and timely support for customer inquiries related to software usage and troubleshooting, responding within SLA during assigned shifts.<br \/>Monitor software applications to ensure functionality, performance, and addressing issues promptly.<br \/>Respond to malfunction alerts based on priority, ensuring adherence to SLA response times.<br \/>Maintain and update a knowledge base with detailed steps for resolving common issues.<br \/>Collaborate with development and quality assurance teams to report software malfunctions and help implement solutions within SLA.<br \/>Generate and distribute weekly and monthly reports on system performance.<br \/>Escalate unresolved technical issues to higher-level support teams and ensure they are resolved in a timely manner.<br \/>Log all customer interactions and technical solutions accurately in the service management tool.<br \/>Conduct customer meetings to understand issues and provide effective solutions.<br \/>Regularly update and refine system documentation to assist both customers and internal teams during deployment and operation.<br \/>Monitor transactions to ensure completion within agreed timeframes, escalating delays as necessary.<br \/>Manage and optimize tools like AWS, Entra, AD, ELK and Grafana..<br \/>Set up and support internal users\u2019 hardware and software needs.<br \/>Ensure that all system components within the environment are covered by an antimalware solution.<br \/>Conduct semi-annual reviews of all user and vendor accounts to ensure access aligns with job functions, address any inappropriate access, and obtain management approval.<br \/>Ensure that daily incremental and weekly full backups, as well as periodic restoration of backup files to validate integrity and recovery capability, are carried out.<br \/>Maintain a centralized and up-to-date asset inventory by documenting asset details, reviewing access controls, and conducting regular audits for accuracy and accountability.<br \/>Regularly applying OS patches as per a defined schedule or emergency when vulnerabilities are disclosed.<br \/>Participate in employee onboarding by training new junior hires on system usage, troubleshooting procedures, and support workflows.<br \/>Mentor junior staff in software support practices.<br \/>Engage in ongoing professional development to stay current with industry trends.<br \/>Perform any other duties as required to support the business in response to evolving needs, changes, and growth.<br \/>Knowledge, Skills, and Experience Required<br \/>Bachelor\u2019s degree in Computer Science or a related technical field.<br \/>Minimum of 3 years of experience in software or application support roles preferably in fintech.<br \/>Proven experience with relational databases.<br \/>Proficient in software troubleshooting and technical support.<br \/>Understanding of IT service management and familiarity with tools like ServiceNow or Jira.<br \/>Familiarity with Entra, AD, ELK, Grafana and monitoring tools.<br \/>Adaptability to shift work and flexible schedules.<br \/>Excellent communication and interpersonal skills.<br \/>Strong analytical skills and a solution-oriented approach to challenges.<\/p>\n<h3>How to Apply<\/h3>\n<p>Interested and qualified? Go to pycs on pycs.zohorecruit.com to apply<br \/>Build your CV for free. Download in different templates.<\/p>\n<p><a href=\"https:\/\/www.myjobmag.co.ke\/apply-now\/1295130\" target=\"_blank\" rel=\"noopener\" style=\"display:inline-block;padding:10px 20px;background:#2271b1;color:#fff;text-decoration:none;border-radius:4px;\">Apply Now<\/a><\/p>\n<p><small>Source: MyJobMag<\/small><\/p>\n<p><!-- job-expiry: 2026-08-18 --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Company: pycs Location: Nairobi Job Type: Full Time Apply Before: 2026-08-18 Job Description Job PurposeThe Support Specialist is responsible for delivering first-level technical support to end-users, ensuring smooth operation and high availability of software applications. This role involves diagnosing and resolving technical issues, collaborating with development teams for escalations, and maintaining exceptional customer service standards. [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1408,1409],"tags":[1425,1413,1412,2700],"class_list":["post-106039","post","type-post","status-publish","format-standard","hentry","category-jobs","category-nairobi","tag-full-time","tag-job-listing","tag-myjobmag","tag-pycs"],"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/106039","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/comments?post=106039"}],"version-history":[{"count":0,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/106039\/revisions"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=106039"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/categories?post=106039"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/tags?post=106039"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}