{"id":2468701,"url":"https://alion.io/job/union-systems-technical-support-officer","title":"Technical Support Officer","company":{"id":4429400,"name":"Union Systems","domain":"unionsystems.com","url":"https://alion.io/company/union-systems","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lagos, Nigeria"],"countries":["NG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Linux","optional":false},{"name":"MS SQL","optional":false},{"name":"MySQL","optional":false},{"name":"Oracle","optional":false},{"name":"PostgreSQL","optional":false},{"name":"Replicate","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-13T12:11:42Z","employer_posted_date":null,"last_verified_at":"2026-10-13T12:11:42Z","board_verified":false,"closed_at":null,"days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"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.\n\nWe are recruiting to fill the position below:\n\nJob Title: Technical Support Officer\n\nLocation: Victoria Island, Lagos\n\nEmployment Type: Full-time\n\nJob Purpose\n\nThe role serves as the second point of escalation for client-reported issues that cannot be resolved by the First-Level Support team.\nThe Technical Support Officer will be responsible for providing advanced technical support for the company's software applications and technology solutions.\nThe 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.\n\nKey Responsibilities\n\nTechnical Support & Issue Resolution:\n\nReplicate reported issues in test environments to facilitate diagnosis and resolution.\nAnalyze application logs, database records, system performance metrics, and error reports to identify root causes of issues.\nProvide second-level technical support for software applications, platforms, and integrated systems.\nEscalate confirmed software bugs or complex technical issues to the Development Team with appropriate documentation.\nTroubleshoot software defects, configuration issues, system integration problems, and performance-related incidents.\nInvestigate and resolve escalated incidents transferred from the First-Line Support Team.\n\nClient Support & Incident Management:\n\nSupport clients during application upgrades, deployments, and change implementations.\nPrioritize incidents based on severity, business impact, and urgency.\nProvide regular updates to clients on incident status and resolution progress.\nRespond to client issues within agreed Service Level Agreements (SLAs).\nEnsure accurate documentation of incidents, troubleshooting steps, and resolutions within the service desk system.\n\nSystem Monitoring & Maintenance:\n\nVerify fixes and perform post-resolution testing to ensure issues are fully resolved.\nConduct routine system checks and identify potential issues before they impact clients.\nSupport software releases, patches, and production deployments.\nMonitor application health and system performance.\n\nCollaboration & Continuous Improvement:\n\nAssist with user training and technical guidance when required.\nWork closely with Software Developers, DevOps Engineers, QA Engineers, and Project Teams to resolve incidents.\nContribute to the development and maintenance of technical knowledge bases and support documentation.\nParticipate in root cause analysis sessions for recurring and major incidents.\nIdentify opportunities to improve support processes, system stability, and user experience.\n\nReporting:\n\nTrack and report unresolved issues and escalation statuses.\nPrepare periodic reports on incident trends, recurring issues, SLA performance, and support metrics.\nRecommend improvements based on support analytics and customer feedback.\n\nKey Performance Indicators (KPIs)\n\nKnowledge base contributions and updates.\nQuality and completeness of ticket documentation.\nEscalation turnaround time to Development Teams.\nReduction in recurring incidents.\nCustomer satisfaction ratings.\nAverage incident resolution time.\nPercentage of incidents resolved within SLA.\nFirst-time resolution rate for L2 support tickets.\n\nQualifications\n\nEducation:\n\nBachelor's Degree in Computer Science, Information Technology, Software Engineering, Information Systems, or a related field.\n\nExperience:\n\nExperience supporting enterprise applications, fintech solutions, banking applications, ERP systems, or business-critical software solutions.\nExperience interacting directly with clients and business users.\nMinimum of 5 years' experience in Application Support, Technical Support, IT Operations, or Software Implementation.\n\nTechnical Skills:\n\nFamiliarity with Windows and Linux server environments.\nAbility to execute basic SQL queries for data validation and troubleshooting.\nUnderstanding of databases (Microsoft SQL Server, MySQL, PostgreSQL, or Oracle).\nUnderstanding of software deployment and release management processes.\nStrong knowledge of software application troubleshooting.\nExperience using Help Desk and Ticketing Systems.\nKnowledge of APIs, web services, and system integrations.\nKnowledge of cloud platforms and DevOps practices is an added advantage.\n\nKey Competencies:\n\nTechnical Competencies:\n\nApplication Support\nChange Management.\nIncident Management\nProblem Management\nRoot Cause Analysis\nDatabase Querying\nSystem Troubleshooting\nLog Analysis\n\nBehavioral Competencies:\n\nTeamwork and Collaboration\nTime Management\nExcellent Communication Skills\nAttention to Detail\nCustomer Focus\nAnalytical Thinking\nAbility to Perform Under Pressure\nStrong Problem-Solving Skills.\n\nHow to Apply\n\nInterested and qualified candidates should send their Applications with a Cover Letter to to:  using the Job Title as the subject of the email.\n\nApplication Deadline:\n31st October, 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