Job Title: Engineer: Tech Support – L1 & L2
Organisation: Cellulant
Duty Station: Kampala, Uganda
About Organisation:
cellulantCellulant is a leading pan-African financial technology corporation that specializes in digital payment infrastructure, connecting global and regional merchants with local alternative payment methods. Founded in 2004, the firm operates as a major payment gateway across 24 African nations—including Kenya, Nigeria, Uganda, and Egypt—processing over 4.5 million transactions daily.
Job Summary: As a Technical Support Engineer (Level 1 & 2), you will serve as the operational anchor for our solution reliability and the primary face of technical support for our high-value Service Level Agreement (SLA) customers. This role combines deep hands-on technical execution—requiring mandatory proficiency in Linux and MySQL—with disciplined IT Service Management (ITSM) principles. You will monitor high-availability production environments, rapidly diagnose complex incidents, drive shift-leads, and prevent recurring system issues. Beyond day-to-day troubleshooting, you will champion knowledge management across the team, identifying technical gaps and mentoring junior engineers to elevate the overall capability of the service desk function.
Key Duties and Responsibilities:
- Provide 1st and 2nd level technical support to ensure efficient and effective solution operation.
- Responsible for solution monitoring, troubleshooting tasks and providing technical support in adherence to the established procedures.
- You will be the primary point of contact for all SLA customers which involves continuously seeking solutions for current issues, proactively improving processes and tools while building people’s technical capacity to deliver on the team’s goals.
- Responsible for leading and driving activities in the assigned support shift as guided by key processes in order to meet and maintain service levels and improve customer delight.
- Incident management: Fast and accurate detection and resolution of system and application issues to meet customer SLA.
- System and application maintenance in high-availability production environments.
- Accurate ticketing for all issues while ensuring timely and proper communication to all stakeholders at all times.
- Analyze recurring and intermittent system and application problems.
- Timely escalation and follow through of support issues.
- Solution monitoring to aid in faster issue detection and diagnosis.
- Knowledge management for the support team through the identification of knowledge gaps.
- Contributing towards training and forums for team Knowledge sharing.
Qualifications, Skills and Experience:
- 5 years experience working within a busy IT Service Desk environment.
- Bachelors in Computer Science or a related industry/field or equivalent experience in IT, Electrical/Computer Engineering, Information Systems, Telecommunications
- Certification: ITIL v3/4 will be an added advantage.
- Proven experience in Technical support function, IT or a similar role
- Proficiency in Linux, MySQL is mandatory.
- Working knowledge of databases, networks and security standards and application development is a clear advantage
- Working knowledge of Information Service Management industry standards such as ISO 20000, ITILv3/4.
- Excellent communication and interpersonal skills.
- Proficiency in a coding language
- Ability to work under minimal supervision.
- Problem solving skills.
How to Apply:
All suitably qualified and Interested applicants should apply online at the link below.
NB: Only shortlisted candidates will be contacted.
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Level of Education: bachelor degree
Work Hours: 8
Experience in Months: 60