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Technical Support Officer
About this role
A full‑time Technical Support Officer role based in Lagos (Victoria Island) for Union Systems Limited. The role provides second‑level technical support for the company’s software applications and technology solutions, acting as an escalation point for issues unresolved by first‑level support. The successful candidate will diagnose and resolve technical incidents, coordinate with developers, infrastructure teams, and clients, and help maintain high customer satisfaction levels. The employer develops international trade and treasury applications used by banks, financial institutions, and corporates.
What you would do
- Provide second‑level technical support for software applications, platforms and integrated systems.
- Investigate and resolve escalated incidents from the First‑Line Support Team.
- Analyse logs, database records, performance metrics and error reports to identify root causes.
- Troubleshoot defects, configuration issues, integration problems and performance incidents.
- Replicate issues in test environments to aid diagnosis and resolution.
- Escalate confirmed bugs or complex issues to the Development Team with documentation.
- Respond to client issues within agreed SLAs and provide incident status updates.
- Prioritise incidents by severity and impact; document troubleshooting steps and resolutions.
- Support clients during upgrades, deployments and change implementations.
- Collaborate with developers, DevOps, QA and project teams to resolve incidents and contribute to knowledge base.
What they are asking for
- Bachelor’s Degree in Computer Science, Information Technology, Software Engineering, Information Systems or related field.
- Minimum 5 years’ experience in Application Support, Technical Support, IT Operations or Software Implementation.
- Experience with enterprise or fintech applications, banking software, ERP or business‑critical systems.
- Experience interacting directly with clients and business users.
- Strong troubleshooting skills for software applications and databases; ability to run basic SQL queries.
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