Engineer – Tech Support, L1 & L2

Cellulant

Technical Support Engineer providing operational reliability for service operations at Cellulant. Responsible for 1st and 2nd level support and incident management in a dynamic fintech environment.

Posted 5/23/2026full-timeKampala • 🇺🇬 UgandaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

LinuxMySQL

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Generous personal time off
Medical and life insurance benefits (markets permitting)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

LinuxMySQLtechnical supportincident managementsystem maintenanceapplication maintenanceticketingproblem solvingcoding language

Soft Skills

communication skillsinterpersonal skillsability to work under minimal supervision

Certifications

ITIL v3ITIL v4