Background

At Agent Banking Company, we are dedicated to transforming Uganda's financial landscape through the provision of scalable, secure, and interoperable financial services platforms. With our integrated suite of services, we enable banks, MDIs, MFIs, SACCOs, fintechs, and other financial institutions to enhance their service delivery, expand their reach, and reduce operational costs.

Job Summary

The IT Support Intern provides first-line technical support to both internal staff and external clients, ensuring smooth day-to-day system operations. The role focuses on resolving basic technical issues, supporting system access, and maintaining service quality while gaining hands-on experience in a fintech-driven, customer-centric environment.

Globally, fintech internships emphasize real-time troubleshooting, user support, and operational reliability, with interns actively contributing to service delivery rather than purely observational roles.

Key Responsibilities

• Day-to-Day Client Support (Core Function)
  • Provide Level 1 support for hardware, software, and network-related issues
  • Respond to client queries via ticketing systems, email, or phone
  • Troubleshoot basic issues and escalate complex cases to senior engineers
  • Support both internal users (staff) and external clients (platform users, partners)
• System Setup & User Enablement
  • Assist in onboarding/offboarding (account setup, access provisioning, device configuration)
  • Configure laptops, applications, and collaboration tools
  • Support client access to fintech platforms and resolve login/access issues
• Incident Logging & Documentation
  • Log, track, and update tickets in the IT service management system
  • Document issues, resolutions, and troubleshooting steps
  • Maintain knowledge base (KB) articles and user guides
• Infrastructure & Asset Support
  • Assist in maintaining IT inventory (devices, licenses, assets)
  • Support routine system checks and monitoring activities
  • Help with hardware setup, upgrades, and replacements
• Testing & Deployment
  • Participate in basic testing (UAT support, regression checks) for new releases
  • Assist with deployment activities (software updates, patches)
  • Report bugs and usability issues from a support perspective
• Client Experience & Service Quality
  • Ensure timely resolution of issues within defined SLAs
  • Communicate clearly with non-technical users
  • Support service improvement initiatives (automation, feedback collection)

Key Performance Indicators (KPIs)

Ticket resolution time (MTTR – basic tickets)
First response time
Ticket closure rate
Escalation accuracy (%)
User satisfaction (CSAT – internal/external)
Documentation completeness

Qualifications & Requirements

Recently graduated or waiting on graduation with a degree in IT, Computer Science, or related field

Basic understanding of:

• Operating systems (Windows, macOS, Linux basics)
• Networking fundamentals (IP, DNS, connectivity)
• Hardware troubleshooting

Familiarity with:

• Ticketing tools (e.g., ServiceNow, Jira) – optional
• Microsoft Office / Google Workspace

Key Skills & Competencies

• Strong problem-solving and analytical skills
• Good communication (technical → non-technical translation)
• Customer service orientation
• Attention to detail and documentation discipline
• Ability to work in a fast-paced, SLA-driven environment

Benefits

• Professional Development: A structured internship program with on-the-job training and exposure to a variety of sectors and business challenges.
• Mentorship and Guidance: Direct mentoring from senior professionals in the IT field.
• Potential for Future Employment: Outstanding interns may be considered for permanent positions within the organization upon completion of the internship.

• Day-to-Day Client Support (Core Function)
  • Provide Level 1 support for hardware, software, and network-related issues
  • Respond to client queries via ticketing systems, email, or phone
  • Troubleshoot basic issues and escalate complex cases to senior engineers
  • Support both internal users (staff) and external clients (platform users, partners)
• System Setup & User Enablement
  • Assist in onboarding/offboarding (account setup, access provisioning, device configuration)
  • Configure laptops, applications, and collaboration tools
  • Support client access to fintech platforms and resolve login/access issues
• Incident Logging & Documentation
  • Log, track, and update tickets in the IT service management system
  • Document issues, resolutions, and troubleshooting steps
  • Maintain knowledge base (KB) articles and user guides
• Infrastructure & Asset Support
  • Assist in maintaining IT inventory (devices, licenses, assets)
  • Support routine system checks and monitoring activities
  • Help with hardware setup, upgrades, and replacements
• Testing & Deployment
  • Participate in basic testing (UAT support, regression checks) for new releases
  • Assist with deployment activities (software updates, patches)
  • Report bugs and usability issues from a support perspective
• Client Experience & Service Quality
  • Ensure timely resolution of issues within defined SLAs
  • Communicate clearly with non-technical users
  • Support service improvement initiatives (automation, feedback collection)

• Strong problem-solving and analytical skills
• Good communication (technical → non-technical translation)
• Customer service orientation
• Attention to detail and documentation discipline
• Ability to work in a fast-paced, SLA-driven environment

• Recently graduated or waiting on graduation with a degree in IT, Computer Science, or related field
• Basic understanding of:
  • Operating systems (Windows, macOS, Linux basics)
  • Networking fundamentals (IP, DNS, connectivity)
  • Hardware troubleshooting
• Familiarity with:
  • Ticketing tools (e.g., ServiceNow, Jira) – optional
  • Microsoft Office / Google Workspace