National Service Personnel (technical & Data Support Analyst)

Fido Technical Support Role

Fido empowers millions across Africa to take control of their finances with ease. As a leader in cutting-edge financial technology, Fido clears the way for building credit, securing instant loans, making smart investments, and obtaining tailored insurance. No banker's hours, no hidden fees - just endless opportunities.

From city centers to rural communities, Fido is breaking barriers and creating financial freedom, providing access to innovative tools and services that foster growth and empowerment. By leveraging advanced technology, Fido is shaping a future of opportunity and financial inclusion across the continent.

Join the team and be a part of leading this transformative change, driving impact where it matters most.

Job Responsibilities

• Provide company-wide technical and systems support, working closely with operational teams, business systems analysts, and other stakeholders.
• Assist with system configuration and setup to ensure smooth operation and minimal downtime.
• Troubleshoot technical issues quickly and escalate when necessary.
• Run SQL queries and perform light data manipulation using spreadsheets or similar tools to generate reports.
• Translate data into clear, actionable insights for both technical and non-technical colleagues.
• Collaborate with different teams to resolve system-related challenges and improve workflows.
• Support general IT needs, including hardware setup, connectivity issues, and account access.
• Maintain accurate documentation of configurations, changes, and troubleshooting steps.
• Monitor system performance and recommend proactive improvements.
• Uphold the highest standards of trust and integrity, as you will have direct access to sensitive and confidential data.

Key Responsibilities

• Configure and maintain company systems to ensure smooth operation and minimal downtime.
• Troubleshoot and resolve technical issues quickly, escalating when necessary.
• Perform basic SQL queries and light data analysis using spreadsheets or similar tools.
• Produce accurate reports and communicate insights in a clear and actionable way.
• Work in conjunction with operations, business systems, and IT teams to resolve system-related issues.
• Provide general IT support for hardware, connectivity, accounts, and access.
• Document system configurations, changes, and troubleshooting steps.
• Monitor system performance and proactively suggest improvements.

What Good Performance Looks Like

• Resolving system issues quickly and effectively.
• Delivering accurate, well-structured reports and insights with minimal supervision.
• Demonstrating initiative and attention to detail when supporting teams.
• Building trust through clear, consistent communication with both technical and non-technical colleagues.

Who You Are

Required:

• Bachelor's degree in Computer Science, Information Technology, Data Science, or related field.
• Basic knowledge of SQL and ability to run simple queries is a plus.
• Proficiency in spreadsheets (Excel or Google Sheets) and basic data manipulation.
• Strong problem-solving and troubleshooting skills.
• Ability to clearly explain technical matters to non-technical people.
• Strong interpersonal skills, eagerness to learn and curiosity.
• Demonstrated trustworthiness, professionalism, and integrity in handling sensitive and confidential data.

Preferred:

• Familiarity with operational systems, call centre platforms, or VOIP/SIP technologies.
• Experience creating operational or performance reports.

What We Offer

• A supportive environment that encourages learning and skill development.
• Hands-on experience with business systems and company-wide operations.
• Opportunities to develop both technical and data capabilities.
• Potential for growth into more advanced roles within the organization.