• Job Title: Network Support Engineer
• Company: Agent Banking Company (ABC)
• Department: Infrastructure & Operations
• Reports To: Head of IT
• Location: Kampala, Uganda
• Employment Type: Contract
• Positions: 1
• Application Deadline: September 27, 2026

Agent Banking Company (ABC) is a licensed shared agent banking platform in Uganda that enables commercial banks, microfinance institutions, and other financial service providers to extend banking services through a network of retail agents across the country. ABC provides the technology infrastructure, agent management systems, and operational support that allow financial institutions to offer services such as cash deposits, withdrawals, account opening, bill payments, and fund transfers through authorised agents in communities where traditional bank branches are not available. Headquartered in Kampala, ABC plays a critical role in driving financial inclusion in Uganda by bridging the gap between formal banking and underserved populations.

The Network Support Engineer will work as a dedicated member of ABC’s Infrastructure & Operations team, providing technical support, troubleshooting, and maintenance of network infrastructure and systems. This role is responsible for responding to network incidents, resolving end-user connectivity issues, and maintaining network reliability to ensure business continuity. The successful candidate will operate with increasing independence in diagnosing and resolving network problems while following established procedures and escalation protocols. The position also involves supporting network security, compliance activities, and user onboarding.

Technical Support & Incident Response

• Respond promptly to network issues, connectivity problems, and service requests from end-users and internal teams
• Perform first-line and second-line troubleshooting for network connectivity, VPN access, and device configuration issues
• Use network monitoring and diagnostic tools to identify, isolate, and resolve network problems
• Document all support tickets and incidents; perform root cause analysis for recurring issues and recommend preventive measures
• Escalate complex issues to senior network engineers or team lead; maintain clear communication with stakeholders during resolution

Network Operations & Maintenance

• Monitor network infrastructure using industry-standard monitoring tools; alert IT management to performance degradation or anomalies
• Perform routine maintenance including applying patches, updates, and security configurations under guidance of senior staff
• Assist with network device configuration, backup, and restore operations; maintain accurate network documentation
• Support network change management procedures; coordinate and execute system upgrades with minimal downtime
• Conduct network walks and physical inspections; verify proper cable management, device connectivity, and network health

Security & Compliance Support

• Assist in implementing and monitoring network security policies and procedures
• Support vulnerability assessments and penetration testing activities; assist in implementing security recommendations
• Monitor network traffic for security anomalies and potential intrusions; report findings to the security team
• Support audit activities and maintain compliance documentation related to network security and access controls

User Support & Communication

• Provide technical support to internal staff and remote users; explain technical issues in clear, non-technical language
• Assist with user onboarding, VPN access provisioning, and basic network configuration requests
• Maintain professional communication with end-users during troubleshooting; set clear expectations for resolution timelines

Education

• Bachelor’s degree in Networking, Telecommunications, Information Technology, Computer Science, or a related field; or equivalent professional experience
• CCNA or other advanced networking certification is an added advantage

Experience

• At least 3 years of relevant network support or network engineering experience

Technical Skills

• Network Monitoring & Troubleshooting: Hands-on experience with SNMP, NetFlow, Wireshark, Ping, Tracert, and ipconfig
• Network Protocols: Solid understanding of TCP/IP, DNS, DHCP, and switching/routing fundamentals
• Network Hardware: Experience with switches, routers, firewalls, and VPN systems
• Server Administration: Basic knowledge of Linux and Windows Server administration with command-line proficiency
• Enterprise Networking: Familiarity with Cisco, Fortinet, Juniper, or equivalent enterprise networking products
• ITSM Tools: Familiarity with ticketing systems and IT service management tools

Soft Skills

• Troubleshooting & Analysis: Strong ability to diagnose issues systematically and document findings clearly
• Communication: Excellent communication and customer service skills; ability to explain technical issues in non-technical language
• Attention to Detail: Commitment to information security, data protection, and accurate documentation
• Reliability: Responsive and dependable; ability to work in a fast-paced environment handling multiple priorities
• Continuous Learning: Willingness to grow technical skills and share knowledge with team members

• Work at the heart of Uganda’s financial inclusion infrastructure, supporting agent banking operations nationwide
• Gain deep experience managing enterprise-grade network infrastructure in a fintech environment
• Exposure to network security, compliance, and audit processes in the financial services sector
• Opportunity to work with enterprise networking products from Cisco, Fortinet, Juniper, and more
• Build skills in incident response, root cause analysis, and change management best practices
• Collaborative team environment with knowledge sharing and professional growth opportunities

Send your application to applications@agentbanking.co.ug as one compressed PDF including your cover letter and CV. Use the subject line “Application for Network Support Engineer.” Applications must be submitted before September 27, 2026.

• Highlight your networking certifications such as CCNA, CompTIA Network+, or Fortinet NSE prominently in your CV, as they give you a competitive edge.
• Quantify your troubleshooting experience by mentioning the number of network devices managed, ticket volumes handled, or uptime percentages achieved.
• List specific tools you have used such as Wireshark, SNMP, NetFlow, and any Cisco/Fortinet/Juniper platforms to match the technical requirements directly.
• Demonstrate your incident response skills with examples of how you diagnosed and resolved critical network issues or reduced downtime.
• Compile your CV and cover letter into one compressed PDF as instructed, and email it to applications@agentbanking.co.ug before September 27, 2026.

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