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 Technical Support Officer will be responsible for providing advanced technical support for the company's software applications and technology solutions.
The role serves as the second point of escalation for client-reported issues that cannot be resolved by the First-Level Support team.
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:
Provide second-level technical support for software applications, platforms, and integrated systems.
Investigate and resolve escalated incidents transferred from the First-Line Support Team.
Analyze application logs, database records, system performance metrics, and error reports to identify root causes of issues.
Troubleshoot software defects, configuration issues, system integration problems, and performance-related incidents.
Replicate reported issues in test environments to facilitate diagnosis and resolution.
Escalate confirmed software bugs or complex technical issues to the Development Team with appropriate documentation.
Client Support & Incident Management:
Respond to client issues within agreed Service Level Agreements (SLAs).
Provide regular updates to clients on incident status and resolution progress.
Prioritize incidents based on severity, business impact, and urgency.
Ensure accurate documentation of incidents, troubleshooting steps, and resolutions within the service desk system.
Support clients during application upgrades, deployments, and change implementations.
System Monitoring & Maintenance:
Monitor application health and system performance.
Conduct routine system checks and identify potential issues before they impact clients.
Support software releases, patches, and production deployments.
Verify fixes and perform post-resolution testing to ensure issues are fully resolved.
Collaboration & Continuous Improvement:
Work closely with Software Developers, DevOps Engineers, QA Engineers, and Project Teams to resolve incidents.
Participate in root cause analysis sessions for recurring and major incidents.
Contribute to the development and maintenance of technical knowledge bases and support documentation.
Identify opportunities to improve support processes, system stability, and user experience.
Assist with user training and technical guidance when required.
Reporting:
Prepare periodic reports on incident trends, recurring issues, SLA performance, and support metrics.
Track and report unresolved issues and escalation statuses.
Recommend improvements based on support analytics and customer feedback.
Key Performance Indicators (KPIs)
Percentage of incidents resolved within SLA.
Average incident resolution time.
First-time resolution rate for L2 support tickets.
Reduction in recurring incidents.
Customer satisfaction ratings.
Quality and completeness of ticket documentation.
Escalation turnaround time to Development Teams.
Knowledge base contributions and updates.
Qualifications Education:
Bachelor's Degree in Computer Science, Information Technology, Software Engineering, Information Systems, or a related field.
Experience:
Minimum of 5 years' experience in Application Support, Technical Support, IT Operations, or Software Implementation.
Experience supporting enterprise applications, fintech solutions, banking applications, ERP systems, or business-critical software solutions.
Experience interacting directly with clients and business users.
Technical Skills:
Strong knowledge of software application troubleshooting.
Understanding of databases (Microsoft SQL Server, MySQL, PostgreSQL, or Oracle).
Ability to execute basic SQL queries for data validation and troubleshooting.
Knowledge of APIs, web services, and system integrations.
Familiarity with Windows and Linux server environments.
Experience using Help Desk and Ticketing Systems.
Understanding of software deployment and release management processes.
Knowledge of cloud platforms and DevOps practices is an added advantage.
Key Competencies: Technical Competencies:
Application Support
Incident Management
Root Cause Analysis
System Troubleshooting
Database Querying
Log Analysis
Problem Management
Change Management.
Behavioral Competencies:
Excellent Communication Skills
Customer Focus
Analytical Thinking
Attention to Detail
Teamwork and Collaboration
Time Management
Ability to Perform Under Pressure
Strong Problem-Solving Skills.