.png)
Information Technology Support Officer
Job Description
The IT Support Officer ensures that our technology infrastructure — including hardware, software, and networks — runs reliably, allowing every employee to perform at their best. Reporting to the Chief Technology Officer (or designated IT lead), this role provides day-to-day technical support, manages working tools policies and equipment, oversees internet and telecom services, and keeps our systems secure and up to date. From onboarding new hires to maintaining devices and cloud tools, the IT Support Officer is central to a smooth, secure, and user-friendly IT environment.
What You’ll Do:
Serve as the first point of contact for all IT-related requests and incidents across offices, fulfilment centres, and remote teams
Install, configure, and maintain laptops, desktops, mobile devices, and peripheral equipment (printers, scanners, etc.)
Develop and implement a comprehensive working tools policy covering assignment, usage, and lifecycle management of company hardware and related equipment
Assign, configure, and set up working tools — laptops, phones, software accounts, and other equipment — for new hires and employees transitioning into new roles
Maintain and service working tools, responding to reported issues, coordinating repairs or replacements, and ensuring equipment remains in good condition
Manage and monitor internet services, ensuring adequate data bandwidth, stable connections, and optimal performance across all offices and field sites
Coordinate and administer telecom packages with designated providers (eg, MTN), including corporate call and data plans, and act as primary liaison with telecom vendors for service quality, upgrades, and troubleshooting
Support onboarding by creating user accounts, email addresses, access permissions, and workstations for new hires
Manage and troubleshoot company-wide applications, including productivity suites (eg, Microsoft 365) and communication tools
Monitor and maintain networks, Wi-Fi, and internet connectivity; liaise with service providers to resolve outages or performance issues promptly
Perform routine system updates, patches, and preventive maintenance to safeguard against vulnerabilities
Assist with data backup processes and ensure adherence to IT security protocols and policies
Document support requests, solutions, and procedures for knowledge sharing and continuous improvement
Provide basic training to employees on IT tools, best practices, and security awareness
Track company hardware and software licenses to support accurate asset management
Escalate complex issues to senior engineers or external vendors when necessary
This is a full-time position
What You’ll Bring:
4+ years in IT support, systems administration, or a closely related technical role
Strong knowledge of operating systems for both laptops and mobile devices, including Windows, macOS, iOS, and Android
Familiarity with cloud-based productivity tools (Microsoft 365, Google Workspace) and video conferencing platforms
Working understanding of networking (TCP/IP, VPN, routers, switches) and IT security best practices
Hands-on experience with hardware troubleshooting and software installation
Proven ability to manage internet service providers and corporate telecom packages
Excellent problem-solving skills, patience, and customer service orientation
Ability to manage multiple support requests simultaneously and prioritize effectively
Bachelor’s degree in Information Technology, Computer Science, or a related field preferred
Relevant certifications (eg. CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, ITIL Foundation) are an advantage
Who You Are:
A proactive troubleshooter who thrives on solving technical issues quickly and effectively
Clear communicator who can explain technical concepts in simple terms to non-technical colleagues
Detail-oriented and organized, with a strong sense of accountability and follow-through
Adaptable and calm under pressure, able to work in a fast-paced, high-growth environment
Security-conscious and committed to protecting company and customer data
Location