Exciting Career Opportunity at the Rwanda Social Security Board (RSSB) - Technology Support Engineer

Are you ready to embark on a transformational journey? We are seeking a dynamic and forward-thinking leader to join us as the Technology Support Engiueer. If you thrive in dynamic environments and are committed to innovation and transformation, this is the opportunity for you!

This role offers a unique opportunity to be at the forefront the frontline resource for providing technical assistance and troubleshooting to internal staff and customers. If you have what it takes to work closely with a dynamic team and you are passionate about being part of a mission-driven organisation that prioritises the well-being of millions of individuals, then we are looking for you. In this pivotal role, you will be responsible for resolving a wide range of technology-related issues, including hardware, software, network connectivity, and application support.

Reporting to the Manager, Engineering, the Technology Support Engineer will act as a liaison between end-users, customer service teams, and other IT departments, ensuring efficient issue resolution and a seamless technology experience.

About RSSB

The Rwanda Social Security Board (RSSB) has the mandate to manage and promote social security in Rwanda.
RSSB's vision is to provide a comprehensive social security system that caters to the diverse social security needs of the population, RSSB plays an important role in realising Vision 2050 and the National Strategy for Transformation (NST1). RSSB manages six social security schemes, namely: Pension, Occupational Hazards, Medical scheme, CBHI, Maternity Leave Benefits and EjoHeza (Long-term Term Saving Scheme).

As a leading player in the financial sector, RSSB serves as the largest institutional investor in Rwanda. With assets under management amounting to 3 trillion Rwf, which is equivalent to over 15% of the country's GDP, RSSB invests in key sectors of the economy and plays a crucial role in growing the country's financial sector.

With approximately 12 million members in the above six schemes, encompassing over 90% of Rwanda's population, RSSB is at the forefront of securing the health and financial well-being of Rwandans.
To achieve its important mandate, RSSB is embarking on a transformative journey, aiming to become a modern, data-driven, and high-performing institution. As part of this ambitious initiative, we are seeking highly motivated individuals who are results-oriented and uphold the highest standards of professionalism and integrity. By joining RSSB, you will have the opportunity to actively contribute to the advancement of social security and overall transformation of Rwanda.

If you are passionate about making a meaningful impact, ready to embrace innovation and change, and eager to work in a dynamic and collaborative environment, then RSSB is the place for you.

Key Duties and Responsibilities

• Provide prompt and efficient technical support to internal staff and customers, addressing issues related to hardware, software, network connectivity, and applications.
• Diagnose and troubleshoot technical problems, identify root causes and implement effective solutions.
• Collaborate with customer service teams to address and resolve FT-related issues reported by customers.
• Escalnte complex technical issues to appropriate teams or specialists when necessify..
• Maintain accurate documentation and logs of reported issues, resolutions, and support activities.
• Liaise with the Technology Adoption team to identify areas requiring additional training or support for Communicate with partnership teams or vendors to resolve issues related to third-party products or services.
• Analyze recurring technical issues and collaborate with relevant teams to propose improvements or preventive measures,
• Stay up-to-date with the latest technologies, systems, and best practices in technical support and troubleshooting
• Provide training and knowledge transfer to junior support staff or team members as needed
• Readily available to assist with any additional related task assigned by manager

Key Qualifications and Experience

The successful candidate must have at least:

• Bachelor's degree in computer science, Information Technology, or a related field, or equivalent experience.
• Minimum of 2 years of experience in a technical support role.
• Strong understanding of computer hardware, software, and networking principles.
• Familiarity with common operating systems (e-g., Windows, macOS, Linux), productivity suites, and business applications.
• Excellent problem-solving and analytical skills.

Key competencies

Technical Competencies:

• Proficient in troubleshooting techniques and diagnostic tools, Knowledge of remote support technologies and tools.
• Understanding of networking concepts (c.g., Wi-FI, VPNs, firewalls).
• Experience with ticketing systems and issue tracking tools.
• Basic scripting or programming skills (c.g., Power Shell, Bash).

Behavioral Competencies:

• Excellent communication and interpersonal skills.
• Strong customer service orientation and ability to maintain composure under pressure.
• Ability to explain technical concepts in a clear and understandable manner.
• Attention to detail and commitment to providing high-quality support.
• Willingness to continuously learn and adapt to new technologies.

Work Enviroument:

• Office-based role with potential for on-site support visits.
• Ability to work in a fast-paced and dynamic environment.
• Occasional on-call or after-hours support may be required.

Additional Information:

RSSB reserves the right to appoint or to issue an employment contract to the successful candidate. We encourage young people and all qualified applicants to apply.
Please note that RSSB retains the right to shortlist only candidates who best meet the qualifications and requirements for the role. Interested candidates are advised to submit applications online by Friday 17, October 2025.

Application link: https://tally.so/r/nWy4bJ

In addition, please attach a curriculum vitae that contains details of your qualifications, experience and positions held relevant to this role. Include your day and evening telephone numbers, email address, names and address of three professional referees. Also, attach copies of your academic and professional qualifications.

Any form of canvassing will lead to automatic disqualification.

Only short-listed applicants will be contacted.

RSSB is an Equal Opportunity Employer