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Technical Support Officer
About this role
Union Systems Limited is recruiting for a Technical Support Officer in Victoria Island, Lagos. The role acts as the second point of escalation for complex client-reported issues and provides advanced technical support for the company’s software applications and technology solutions. The successful candidate will investigate, troubleshoot, and resolve incidents, coordinating with developers, DevOps, QA, project teams, and clients to maintain service levels and customer satisfaction.
What you would do
- Replicate reported issues in test environments for diagnosis
- Analyze logs, databases, performance metrics and error reports to find root causes
- Provide second-level technical support for software applications and integrated systems
- Escalate bugs or complex issues to the Development Team with proper documentation
- Troubleshoot defects, configuration issues, and system integration or performance problems
- Investigate and resolve escalated incidents from First-Level Support
- Assist clients during upgrades, deployments and change implementations
- Prioritize incidents by severity and impact, and provide updates to clients
- Ensure accurate incident documentation and resolutions in the service desk system
- Collaborate with developers, DevOps, QA and project teams to resolve incidents
What they are asking for
- Bachelor’s degree in Computer Science, Information Technology, Software Engineering, Information Systems or a related field
- Minimum of 5 years’ experience in Application/Technical Support, IT operations or software implementation
- Experience supporting enterprise/fintech/banking/ERP or business-critical software
- Experience interacting directly with clients and business users
- Experience with Windows and Linux server environments
- Ability to execute basic SQL queries and understand databases (SQL Server, MySQL, PostgreSQL or Oracle)
- Understanding of software deployment and release management processes
- Experience using help desk and ticketing systems
- Knowledge of APIs, web services and system integrations
- Knowledge of cloud platforms and DevOps practices is an added advantage
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