IT Support Intern

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:

1.     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)

2.     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

3.     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

4.     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

5.     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

6.     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.

Interested candidates should submit their CV and a cover letter as 1 pdf file outlining their interest and qualifications with the subject ‘Application for IT Support Intern’ to applications@agentbanking.co.ug by 15th June 2026.