About the job
REF: HR/002-01-24
Background:
Pesapal provides a simple, safe and secure way for individuals and businesses to make and accept payments in Africa. At Pesapal, our vision is to empower Africa to access affordable, convenient, and secure digital financial services that drive sustainable growth.
Position Title: IT OFFICER
Number of Vacancies: 1 (ONE)
Location: UGANDA
Job Summary:
The job holder will be primarily responsible for providing technical support by installing, testing, and upgrading computer hardware and software. This includes answering phone calls and live chats to work with employees to fix any technical difficulties they may be having online.
Key Responsibilities:
1. Troubleshooting Technical Problems
• Ensure all IT tickets and tasks are completed within the recommended SLA.
• Engage with end users and answering their questions to understand their situation.
• Monitor activity i.e., Network, System and/or Applications and resource usage and taking corrective action where necessary to resolve problems including optimizing performance, capacity planning and management.
• Perform Information Technology Infrastructure Library (ITIL) incident, problem, release, and change management related activities as required.
• Develop training manuals and troubleshooting guides to assist both staff and end users interact properly with hardware and software.
• Ensure entry, update, and follow up on IT support requests/management systems.
• Ensure Antivirus and relevant applications are installed and up to date on all company computers.
• Provide basic support/training in accessing the network and use of various software applications.
2. System Administration and Preventive Maintenance
• Regularly scan endpoints(workstations) to identify outdated software and firmware versions with known vulnerabilities and develop a patching schedule.
• Regularly schedule hardware and software maintenance for user workstations.
• Proactively identify and provide recommendations for process and technology improvements and actively participate in IT service improvement activities.
• Conduct IT asset audits as required.
• Consult with users to determine steps and procedures taken to identify and resolve the problem.
• Collaborate with programmers/developers to explain errors and/or recommend modifications in programs.
• User account/Identity management on Azure AD.
· Aid relevant managers in maintaining documentation for all system processes.
3. On-boarding and Off-boarding of Users
Onboarding Users:
• Assist new employees with setting up their workstations, including login credentials, software installation, and access to necessary resources.
• Provide training on essential IT protocols and company systems.
• Ensure new employees feel comfortable and supported as they join the team.
• Offboarding Users:
• Securely deactivate user accounts and access to company systems upon employee departure.
• Collect and manage company equipment used by departing employees.
• Assist with data archiving and transfer, adhering to company policies.
4. Reporting
• Carrying out findings, gathering and writing reports on the status of all software and hardware in the organization.
• Prepare weekly, monthly and quarterly reports on system performance for teams and wider organization.
• Monitor CCTV and report any incidents.
Education/Experience Needed:
• BSc (Computer Science, IT) or Bachelor of IT, certification in either or any combination of database systems, networking, hardware, or programming.
• Microsoft Certified IT Professional/CCNA/ITIL Certifications are a plus.
Skills and Abilities Required:
· Technical Skills: Expert knowledge of computer networks, hardware and software. Thorough knowledge of Operating systems including Microsoft Windows, MacOS and Linux. Knowledge of software development and coding techniques.
· Industry experience: At least 2 years’ experience as an IT Support or similar position. Experience in Azure Active Directory, Exchange, and Windows server environments.
· Personal Skills: The ability to prioritize, be attentive to details, maintain confidentiality, and provide exceptional client service is required. Sound written and verbal communication skills, strong analytical, organizational skills and sense of urgency and a commitment to timely completion of tasks/projects.
Job application procedure
Interested applicants for the above position should submit ONLY their C.V. and an application letter to kazi@pesapal.com, to be received by Friday, 19th January 2024. Certificates and testimonials need NOT be attached.
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More Information
- Address Kampala, Uganda, East Africa
