Founded in 2006, Yo-Uganda Limited (“Yo!”), is an 18-year-old, financial technology (fintech) company. Yo! is licensed and regulated by the Central Bank of Uganda as a Payment System Operator – Large Funds Transfer Class.

About the Role:
We are seeking a talented and passionate IT and Software Application Support Engineer to join our team. In this role, you will be a critical liaison between our internal operations and the software applications that keep our business running smoothly. You will diagnose and resolve technical issues, provide clear and concise user support, and work collaboratively with the rest of the team members to ensure optimal application performance and user satisfaction.

Responsibilities:
• Provide first-line and escalating support for Level 2 Support Engineers who are tasked with onboarding and provisioning resources for new customers, handling change management requests, providing technical support for existing customers and ensuring that help desk tickets are resolved in a timely fashion.
• Troubleshoot and diagnose technical problems with various software applications.
• Ensuring services are highly available and be on call at all times to diagnose and resolve or escalate service impairing issues.
• Maintain and update knowledge base articles and user documentation.
• Ensure Support Engineering team configuration change requests, incident reports and process implementation guides are documented in accordance with internal guidelines.
• Provide support designing and implementing payment enablement workflows based on customer requirements.
• Provide general IT support for Level 1 and Level 2 Support staff.

Skills and Qualifications:
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum 2 years of experience supporting software applications in a business environment.
• Detail-oriented and organised with a strong commitment to accuracy and quality.
• Strong technical and analytical skills with the ability to analyse available data to identify patterns and make informed decisions based on observations.
• Advanced proficiency in determining the causes of application errors and repairing them.
• Strong working knowledge of Linux Operating System and Unix shell and command languages.
• Advanced knowledge of programming languages, such as Python, and PHP.
• Strong understanding of Ethernet, TCP/IP routing, network packet analysis tools use and configuration.
• Working knowledge of SQL Databases and basic network configuration.
• Ability to handle clients professionally during all interfaces.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical users.
• Ability to work independently and as part of a team.
• Proactive and self-motivated with a continuous learning mindset.
• Experience with ticketing systems and knowledge base software is a plus.
• Unquestionable ethics and integrity

Benefits:
• Competitive salary and benefits package.
• Opportunity to work with cutting-edge technologies.
• Dynamic and collaborative work environment.
• Career growth and development opportunities.