IT Support Analyst

About Unifi

Boldly different. Fiercely human. Proudly African.

Unifi is redefining credit in Africa with simple, fast personal loans delivered through online, mobile and branch channels. We make life easy for our clients across Zambia, Kenya, Uganda, South Africa and Tanzania. Unifi has conviction in the African continent and its people, and our products enable our clients to achieve even more. As one of the fastest-growing lenders in Africa, we combine exceptional client service with the very best tech and data analytics.

Purpose of the role

Based in our Stellenbosch office (Western Cape), the IT Support Analyst reports to the Support Analyst Lead and keeps our systems running smoothly. You investigate, troubleshoot and resolve software issues so our frontline teams can continue making life easy for our clients. Working closely with developers, product teams and business users, you solve problems, improve system reliability and question how we can keep making the way we do things simpler.

Responsibilities

• Provide first- and second-line support for Unifi's applications and systems
• Investigate, troubleshoot and resolve software issues within agreed service levels (SLAs)
• Perform root cause analysis to identify and prevent recurring issues
• Log, manage and drive support requests through to resolution using the ticketing system
• Accurately document issues, root causes and resolutions to improve knowledge sharing
• Work closely with developers, product teams and users to resolve issues quickly
• Use diagnostic tools to investigate current and recurring issues and recommend practical improvements
• Stay updated and curious on industry standards and new testing tools
• Help keep our frontline teams running smoothly so they can make life easy for our clients
• Live the Unifi values by taking ownership, working as one team and always looking for better ways to serve our clients
• Make Unifi a fun place to work

Requirements

• 3–5 years' experience in an IT support or application support role.
• Experience supporting business applications or software is advantageous.
• Be on standby once every 6 weeks (or when and as needed) to help keep our systems running smoothly
• Comfortable working with SQL and tools such as Elasticsearch/Kibana
• Strong problem-solving skills, always questioning, enjoys digging into problems, and finding the root cause
• Able to work independently while connecting with developers, product teams and Unifi users to get things done
• Clear communicator who can explain technical issues in a simple way and keep stakeholders informed throughout the resolution process
• Highly organised, with strong attention to detail and pride in delivering accurate, high-quality work
• Understanding of the typical Software Development Life Cycle (SDLC)
• Experience with Jira or similar ticketing systems is an advantage
• A growth mindset with a passion for learning, improving and sharing knowledge with others
• Excited by the opportunity to build technology that makes life easy for people across Africa