IT Support Specialist

Role Overview

• We are looking for a proactive and technically sharp IT Support Specialist to join Tezza’s technology team. In this role, you will be the first point of contact for all internal IT needs, ensuring our teams across Nairobi and beyond have the tools, systems, and support they need to drive Tezza’s mission forward.
• The ideal candidate brings hands-on experience supporting technology systems in a banking or fintech environment, understands the unique security and compliance demands of financial services, and thrives in a fast-paced, high-growth setting.

Key Responsibilities

Day-to-Day IT Support

• Serve as first and second-line technical support for all  staff across hardware, software, networking, and connectivity issues.
• Manage and resolve IT helpdesk tickets promptly, maintaining high service standards and SLA adherence.
• Onboard new employees with device setup, account creation, and access provisioning aligned to Tezza's  security policies.

Systems & Infrastructure

• Administer and maintain  internal IT infrastructure including servers, endpoints, cloud tools, and communication platforms.
• Manage user accounts, roles, and access controls across systems including Microsoft 365, Google Workspace, VPNs, and internal fintech platforms.
• Support and monitor integration touchpoints between  lending platform and partner systems (MNOs, banks, digital wallets, payment gateways).
• Perform routine system maintenance, software patching, and hardware lifecycle management.

Security & Compliance

• Enforce IT security policies and best practices aligned with fintech regulatory requirements and data privacy standards (e.g., PCI-DSS, ISO 27001, local data protection laws).
• Monitor systems for security incidents, unauthorized access, and anomalies; escalate and respond to alerts promptly.
• Support IT audits by preparing documentation, evidence logs, and access review reports for internal and external reviewers.
• Maintain endpoint protection, antivirus management, and device compliance across all company equipment.

Fintech Platform Support

• Provide technical support for  proprietary credit scoring platform, lending management systems, and partner API integrations.
• Liaise with development and product teams to escalate technical issues affecting platform availability or performance.
• Assist in the deployment and testing of new product features, system updates, and partner integrations from an IT infrastructure perspective.

Business Continuity & Vendor Management

• Support disaster recovery (DR) and business continuity planning (BCP), including DR drills and failover testing.
• Coordinate with external IT vendors, internet service providers, and software suppliers for procurement, renewals, and issue resolution.
• Maintain accurate IT asset inventory, licenses, and documentation.

Qualifications & Requirements

Education

• Bachelor's degree in Information Technology, Computer Science, or a related discipline.
• Relevant certifications are advantageous: CompTIA A+/Network+, ITIL Foundation, Microsoft 365 Certified, or equivalent.

Experience — Mandatory

• Minimum 3 years of IT support experience, of which at least 2 years must be within a banking, microfinance, or fintech company.
• Demonstrated experience supporting financial technology platforms, digital lending systems, mobile money integrations, or payment processing environments.
• Proven track record working in IT environments with financial regulatory compliance obligations.

Technical Skills

• Strong command of Windows and/or macOS environments; Microsoft 365 / Azure AD administration.
• Solid networking skills: TCP/IP, DNS, DHCP, VPN, Wi-Fi, and firewall management.
• Experience with cloud platforms (Azure, AWS, or GCP) in a support or administrative capacity.
• Familiarity with API-driven fintech ecosystems — understanding of how lending platforms, MNO integrations, and digital wallets connect.
• Experience with ITSM/helpdesk tools (e.g., Jira Service Management, Freshdesk, Zendesk, or similar).
• Scripting ability (PowerShell, Bash, or Python) for automation and administration tasks is a plus.
• Understanding of cybersecurity principles applicable to financial data, customer PII, and credit information.