Officer, Information Technology (IT)

Role Overview

The IT Officer provides Level 1 and Level 2 technical support, ensures system reliability, manages IT assets, and supports technology projects and staff training.

Key Responsibilities

User Support and Service Management

• Provide Level 1 (L1) and Level 2 (L2) technical support to staff via tickets, email, phone, Teams, and in-person assistance.
• Log, track, and resolve incidents in accordance with defined service level agreements (SLAs).
• Escalate complex systems, security, or network issues to Level 3 (L3) support or third-party vendors when necessary.
• Respond to general service information requests with clear and timely communication.
• Execute IT onboarding (account creation, device setup, provisioning) and offboarding (account deactivation, asset recovery) procedures.

Systems and Infrastructure Administration

• Support day-to-day maintenance and monitoring of IT infrastructure, including networks, servers, storage, and service applications.
• Perform software installations, configurations, updates, and system rollouts according to planned schedules.
• Ensure IT systems operate efficiently, securely, and reliably to support operations.

IT Asset Management

• Maintain an accurate inventory of IT assets, including hardware and software licenses.
• Support IT procurement by preparing requirements and coordinating with vendors.
• Liaise with vendors for warranty claims, repairs, and service-level agreements (SLAs).

IT Projects Support and Training

• Deliver user training and digital productivity coaching to enhance staff competency.
• Develop and maintain support guides, FAQs, and training materials.
• Support planning and execution of IT projects, including system upgrades and process improvements.
• Collaborate with Programme Delivery teams to provide IT input for project execution.

Person Specifications

Qualifications and Education

• Minimum of a Bachelor's degree with 2 years of experience or a Higher Diploma with 3 years of experience in Technology, Computer Science, or a related field.
• Excellent skills in written and spoken English.

Essential Experience and Skills

• At least 2 years of technical support, systems administration, or IT operations experience.
• Strong organisational skills with the ability to self-start and prioritise demands.
• Strong technical troubleshooting skills across hardware, software, networks, and cloud-based productivity suites.
• A strong interest in emerging technologies and high-quality service delivery.

How to Apply

Interested and qualified candidates should apply through the FSD Africa recruitment portal provided in the application section.