L1 Technical Support Engineer - MoMo

We are looking for an L1 Technical Support Engineer

• Mo. Mo with experience in telecom, mobile money, banking, payments, or transaction-processing environments.

Job Responsibilities

Receive and triage issues reported by customers, agents, and merchants through the contact centre and branch network. Verify transaction status — completed, pending, failed, or reversed — before advising customers. Handle first-line requests including PIN resets, account/KYC verification, statement clarification, incorrect-recipient transfers, and notification issues.

Support agent and merchant enquiries related to float balances, till accounts, commissions, and onboarding. Escalate unresolved issues to L2 with complete diagnostic information. Identify recurring issues that may represent a wider incident rather than individual tickets. Record actions, findings, and customer communications accurately in the ticketing system Job Skills and Qualifications: Experience with mobile money/payment platforms such as Huawei, Comviva, Ericsson, Fundamo, or similar.

Basic Python or shell scripting knowledge. Exposure to USSD, SMPP, or SMS infrastructure. Bachelor’s degree in Computer Science, Engineering, IT, or a related field. Equivalent practical experience will also be considered 2–3 years of technical support experience in telecommunications, banking, payments, mobile money, or a similar environment.

Good understanding of mobile money concepts, including wallets, cash-in/cash-out, P2P transfers, agent/merchant float, commissions, bill payments, airtime top-up, and wallet-to-bank transfers. Practical SQL skills, including joins, filtering, aggregation, and time-bounded queries. Working knowledge of Linux, including remote access, log searching, file navigation, and service/disk checks.

Strong discipline when working in production environments. Ability to prepare complete technical escalations with transaction references, timestamps/time zones, amounts, channels, counterparties, errors, and troubleshooting already performed. Strong written and verbal customer communication skills.