Responsibilities

• Helpdesk Support:
  • Respond to IT-related issues and queries via email, phone, or in person.
  • Log and track all incidents and service requests, ensuring timely and effective resolution.
  • Provide technical assistance and support for incoming queries related to computer systems, software, and hardware.
  • Troubleshoot system and network problems, diagnosing and resolving hardware or software faults.
• Hardware & Software Maintenance:
  • Assist in the setup, configuration, and maintenance of desktop computers, laptops, printers, and peripherals.
  • Install, configure, and update software and hardware according to company policies.
  • Ensure all equipment is properly maintained and provide support for hardware repairs and upgrades.
  • Source hardware and ensure ongoing maintenance for reliability and performance
  • Engage suppliers to negotiate better pricing and improve service delivery
  • Manage procurement and acquisition of hardware in line with company standards
• Network & Systems Support:
  • Provide basic network and server support, escalating more complex issues to the appropriate team members.
  • Monitor and maintain the company’s computer systems and networks, ensuring availability and performance.
  • Assist with user account management, including password resets and access permissions.
  • Manage head office & branches connectivity including networking, fibre, and backup connectivity solutions
  • Implement and maintain backup connectivity to ensure business continuity
  • Train branch staff on proper use of backup connectivity systems
  • Build and maintain relationships with network providers (e.g., MTN, Airtel, Liquid Telecom, EABS) to improve reliability and support
• Documentation & Reporting:
  • Document issues, resolutions, and help desk processes to improve team knowledge and efficiency.
  • Maintain inventory of IT assets, ensuring proper logging and tracking of equipment.
  • Assist in the development of user guides and training materials for staff.
• Training & Support:
  • Provide orientation and guidance to staff on how to operate new software and computer equipment.
  • Assist with the onboarding of new employees by setting up their workstations and configuring necessary software.

Qualifications:

• Education:
  • Diploma or degree in Information Technology, Computer Science, or a related field.
• Experience:
  • 2-3 years of experience in a similar role providing IT support.
  • Experience with Windows operating systems, Google Workspace and network devices like switches, firewalls, routers and troubleshooting.
• Skills:
  • Strong understanding of computer hardware, software, and networks.
  • Good communication and customer service skills.
  • Ability to diagnose and resolve basic technical issues.
  • Familiarity with remote desktop applications and helpdesk software (e.g., Spiceworks, Jira, etc.).
  • Ability to work both independently and as part of a team.
  • Electrical knowledge – Power backup solutions

Preferred Qualifications:

• Knowledge of ITIL practices.
• Basic experience in networking.

Personal Attributes:

• Ability to remain calm and patient under pressure.
• Eagerness to learn and grow within the field of building infrastructure and technology.
• Attention to detail and a proactive attitude towards problem-solving.
• Ability to work well under supervision and follow instructions carefully.
• Strong organizational and time management skills.

Working Conditions:

• Onsite support and remote troubleshooting.
• Occasional travel to other branch offices may be required.
• May need to work outside regular hours to resolve critical issues.

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