Technical Support Officer

Union Systems Limited (USL) is an original equipment manufacturer that develops international trade and treasury applications that are used by banks, other financial institutions and corporates.

We are recruiting to fill the position below:

Job Title: Technical Support Officer

Location: Victoria Island, Lagos
Employment Type: Full-time

Job Purpose

• The role serves as the second point of escalation for client-reported issues that cannot be resolved by the First-Level Support team.
• The Technical Support Officer will be responsible for providing advanced technical support for the company's software applications and technology solutions.
• The successful candidate will investigate, troubleshoot, diagnose, and resolve technical incidents while working closely with software developers, infrastructure teams, project managers, and clients to ensure timely resolution of service issues and maintenance of high customer satisfaction levels.

Key Responsibilities
Technical Support & Issue Resolution:

• Replicate reported issues in test environments to facilitate diagnosis and resolution.
• Analyze application logs, database records, system performance metrics, and error reports to identify root causes of issues.
• Provide second-level technical support for software applications, platforms, and integrated systems.
• Escalate confirmed software bugs or complex technical issues to the Development Team with appropriate documentation.
• Troubleshoot software defects, configuration issues, system integration problems, and performance-related incidents.
• Investigate and resolve escalated incidents transferred from the First-Line Support Team.

Client Support & Incident Management:

• Support clients during application upgrades, deployments, and change implementations.
• Prioritize incidents based on severity, business impact, and urgency.
• Provide regular updates to clients on incident status and resolution progress.
• Respond to client issues within agreed Service Level Agreements (SLAs).
• Ensure accurate documentation of incidents, troubleshooting steps, and resolutions within the service desk system.

System Monitoring & Maintenance:

• Verify fixes and perform post-resolution testing to ensure issues are fully resolved.
• Conduct routine system checks and identify potential issues before they impact clients.
• Support software releases, patches, and production deployments.
• Monitor application health and system performance.

Collaboration & Continuous Improvement:

• Assist with user training and technical guidance when required.
• Work closely with Software Developers, DevOps Engineers, QA Engineers, and Project Teams to resolve incidents.
• Contribute to the development and maintenance of technical knowledge bases and support documentation.
• Participate in root cause analysis sessions for recurring and major incidents.
• Identify opportunities to improve support processes, system stability, and user experience.

Reporting:

• Track and report unresolved issues and escalation statuses.
• Prepare periodic reports on incident trends, recurring issues, SLA performance, and support metrics.
• Recommend improvements based on support analytics and customer feedback.

Key Performance Indicators (KPIs)

• Knowledge base contributions and updates.
• Quality and completeness of ticket documentation.
• Escalation turnaround time to Development Teams.
• Reduction in recurring incidents.
• Customer satisfaction ratings.
• Average incident resolution time.
• Percentage of incidents resolved within SLA.
• First-time resolution rate for L2 support tickets.

Qualifications
Education:

• Bachelor's Degree in Computer Science, Information Technology, Software Engineering, Information Systems, or a related field.

Experience:

• Experience supporting enterprise applications, fintech solutions, banking applications, ERP systems, or business-critical software solutions.
• Experience interacting directly with clients and business users.
• Minimum of 5 years' experience in Application Support, Technical Support, IT Operations, or Software Implementation.

Technical Skills:

• Familiarity with Windows and Linux server environments.
• Ability to execute basic SQL queries for data validation and troubleshooting.
• Understanding of databases (Microsoft SQL Server, MySQL, PostgreSQL, or Oracle).
• Understanding of software deployment and release management processes.
• Strong knowledge of software application troubleshooting.
• 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.

Key Competencies:
Technical Competencies:

• Application Support
• Change Management.
• Incident Management
• Problem Management
• Root Cause Analysis
• Database Querying
• System Troubleshooting
• Log Analysis

Behavioral Competencies:

• Teamwork and Collaboration
• Time Management
• Excellent Communication Skills
• Attention to Detail
• Customer Focus
• Analytical Thinking
• Ability to Perform Under Pressure
• Strong Problem-Solving Skills.

How to Apply
Interested and qualified candidates should send their Applications with a Cover Letter to to: [email protected] using the Job Title as the subject of the email.

Application Deadline: 31st October, 2026.