About Company
Interswitch Group is a leading African integrated payments and digital commerce company, advancing the digital payments landscape across the continent. Founded in 2002, we are a technology-driven company focused on innovation and driving financial inclusion. Our extensive payments infrastructure and ecosystem enable individuals and organizations to make and receive payments, transfer funds, and carry out other transactions efficiently and securely. We are committed to building a world-class team that is passionate about leveraging technology to solve everyday problems and empower millions of Africans. At Interswitch, you’ll be part of a culture that fosters growth, encourages collaboration, and celebrates diversity, all while working at the forefront of financial technology innovation.
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Job Description
We are seeking a proactive, highly skilled, and customer-focused IT Support Analyst to join our dynamic technology team in Lagos. This pivotal role is essential for ensuring the seamless operation of our internal IT infrastructure, providing timely and effective technical assistance to our diverse workforce, and upholding the highest standards of user satisfaction. As an IT Support Analyst, you will serve as the primary point of contact for all IT-related queries, spanning a wide array of issues from hardware and software malfunctions to network connectivity challenges, application support, and security incident response. Your day-to-day will involve diligently troubleshooting, accurately diagnosing, and efficiently resolving technical problems, escalating complex or persistent issues to specialized teams when necessary.
This position offers an exceptional opportunity to thrive within a fast-paced, innovative, and challenging environment, directly contributing to the overall productivity and operational efficiency of our entire organization. The ideal candidate will possess a robust technical foundation, exceptional problem-solving acumen, and superior communication skills, both verbal and written. You will be expected to expertly manage multiple support requests concurrently, meticulously prioritize tasks based on urgency and impact, and meticulously document solutions and procedures for ongoing knowledge management and future reference. Our unwavering commitment is to empower our employees with reliable, cutting-edge technology, and your role will be instrumental in achieving this mission. If you are deeply passionate about technology, dedicated to providing unparalleled user support, and eager to contribute your expertise to a pioneering fintech company, we strongly encourage you to apply. Join us and help shape the future of digital payments in Africa.
Key Responsibilities
- Provide comprehensive first-line and second-line technical support to internal users via various channels including phone, email, chat, and in-person.
- Proactively troubleshoot, accurately diagnose, and efficiently resolve a wide range of hardware, software, network, and application issues.
- Install, configure, and maintain operating systems (Windows, macOS), productivity suites (Microsoft 365), and other critical enterprise applications.
- Manage user accounts and permissions meticulously, utilizing tools such as Active Directory and cloud-based identity management platforms.
- Perform routine system checks, apply necessary updates, and execute scheduled maintenance tasks to ensure optimal system performance, reliability, and security.
- Document all support interactions, resolutions, technical procedures, and knowledge base articles meticulously within the helpdesk ticketing system.
- Escalate complex, unresolved, or high-priority issues to senior IT staff or specialized support teams following established protocols.
- Assist with the seamless onboarding and offboarding processes for employees, including setting up workstations, configuring access rights, and conducting basic IT orientation.
- Actively participate in various IT projects, such as system upgrades, migrations, infrastructure improvements, and new technology rollouts.
- Educate users on best practices for IT security, data protection, and the efficient use of company technology resources.
- Monitor IT service desk queues diligently and ensure strict adherence to Service Level Agreements (SLAs) for all support requests.
Required Skills
- Minimum of 3 years of hands-on experience in an IT support, helpdesk, or desktop support role.
- Strong working knowledge of Windows operating systems (Windows 10/11) and macOS environments.
- Proficiency in Microsoft 365 (formerly Office 365) administration, troubleshooting, and end-user support.
- Demonstrable experience with Active Directory for user account management, group policies, and permissions.
- Fundamental understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, and basic network troubleshooting.
- Familiarity with helpdesk ticketing systems (e.g., Jira Service Desk, Zendesk, ServiceNow) and ITIL processes.
- Excellent analytical, diagnostic, and problem-solving skills with attention to detail.
- Exceptional communication skills, both written and verbal, with a strong customer service orientation.
- Ability to work effectively both independently and collaboratively as a vital part of a team.
Preferred Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a closely related technical field.
- Possession of relevant industry certifications such as CompTIA A+, Network+, Security+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate.
- Experience with endpoint management and mobile device management (MDM) solutions (e.g., Microsoft Intune, SCCM).
- Basic knowledge of cloud platforms (Azure, AWS) from a user support and access management perspective.
- Familiarity with IT security best practices, cybersecurity awareness, and incident response procedures.
- Experience supporting remote work technologies and virtual desktop environments.
Perks & Benefits
- Highly competitive salary package and attractive performance-based bonuses.
- Comprehensive health insurance coverage for you and your dependents.
- Robust pension scheme for long-term financial security.
- Extensive professional development and continuous training opportunities to enhance your skills.
- Modern, ergonomic, and highly collaborative work environment.
- Generous paid time off, including annual leave and public holidays.
- Engaging employee wellness programs and initiatives.
- Opportunity to work with cutting-edge technology and contribute to a leading fintech innovator in Africa.
- Access to a vibrant and diverse company culture that values innovation and impact.
How to Apply
Interested and highly qualified candidates are strongly encouraged to apply for this exciting opportunity by clicking on the application link below. Please ensure your resume is meticulously updated, highlighting all relevant experience, technical skills, and achievements that align with the requirements of this role. Only candidates who are shortlisted for further assessment will be contacted.
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