IT Support Officer

JOB IDENTIFICATION 

Job Title 

IT Support Officer

Level

Officer

Branch

HQ

Department 

IT Department

Reports to

IT Support Officer

Country 

Tanzania

Direct reports

0

Indirect reports

0

Job Purpose

As an IT Support Officer, you will be responsible for supporting operations in the head office and branches within the framework and policies of the IT department as well as the vision and values of Watu. A successful IT Support Officer is expected to adapt to the fast-paced culture of the company and serve the needs of business support within the technical and SW scopes. Our customers are entrepreneurs. As a company, we are committed to aiding them in achieving their financial goals. The IT Support Officer must be engaged with the community they serve and committed equally to our customers and the company’s goals.

Responsibilities and Duties

1. IT Support  Officer

• Responsible for supporting computer systems. Troubleshooting problems, configuring hardware and software, and implementing and adapting new tools and setups.
• Provide support to the existing LAN/WAN network environment and implement new elements to it, such as routers, switches, and wireless infrastructure.
• Completing system installs and upgrades. Installing new systems and implementing upgrades as needed. Conducting consistent analyses of a company’s computer systems to determine if existing components meet the company’s needs and perform upgrades or updates as needed.
• Timely preparing HW and SW for the company's employees. 
• Keeping track of our IT asset inventory, conducting IT item orders, and keeping stock.
• Technical support and maintenance of the office equipment - such as printers, scanners, and peripherals.
• Setting up call center accounts and softphones, following up with structure, integration, and troubleshooting in the company’s call center system solution.
• Installing, troubleshooting, and supporting any other apps or programs that might be implemented in the future to any of the company’s departments (supporting officers in front and back ends).
• Working hand in hand with IT Admin to cover and commence efficient IT support operations within the company.

2.  General

• Follow Company and IT department internal policies
• Prepare internal reports

3. Key performance indicators

• To respond to 100% of assigned Support tickets within the SLA average.
• To solve 100% of assigned Support tickets within the SLA average.
• To have 100% of Support incidents investigated and incident reports provided within 3 workdays
• Ensure IT inventory data is accurate, validated, and visible at all times.

Qualifications

Education level:

Degree in IT Security or in Information Technology/Computer Science. One of the following certifications will be added advantage: CISSP, CISM, LPT or relevant GIAC versions
 

Experience:
 

• Minimum of 3 years of experience in IT
• Minimum of 3 years of experience in a similar role of system or Support or engineer
• Minimum of 2 years of experience in supporting any call center environment.

Technical skills:

• Degree in Information Systems Security or a degree in Information Technology/Computer Science. One of the following certifications will be added advantage: CISSP, CISM, LPT or relevant GIAC versions
• Excellent communication skills – public speaking, presentation, and written communication.
• High attention to detail and internal quality control, good organizational skills.
• Strong interpersonal skills and ability to work harmoniously in an organization with diverse business operations.
• Hands-on experience with network infrastructure and configurations.
• Proficiency with Google products (Sheets, Docs, Slides, Drive, Looker Studio), ability to use those tools for analytics and optimization of tasks and processes.
• Knowledge of hardware maintenance and troubleshooting
• Experience and skills with Active Directory/MS Server and/or Data Studio will be considered as an advantage.

Behavioural skills:

• Excellent communication skills – speech, presentation, and written communication.
• High attention to detail and internal quality control, good organizational skills.
• Strong interpersonal skills and ability to work harmoniously in an organization with diverse business operations.
• Ability to analyze data and use it effectively to make constructive decisions and reach set objectives.

People & Leadership Skills

• Must adhere to the company code of conduct
• Embraces, leads, and embeds change
• Must actively demonstrate the values of Watu
• Must lead, attend, and participate in team meetings
• Motivates, coaches and develops others
• Clear Communication and active listening skills
• Strong Ethics and Standards

WHAT WE OFFER:

• Be a part of an international, dynamic and driven team that has set their aspirations high and work hard to achieve those
• Opportunities to learn and grow together with us
• Competitive compensation package 
• Health benefits

Do you see yourself being part of the WATU team? Then please apply with your CV and a cover letter, we are looking forward to working with you!

**Please be cautious, this vacancy does not require individuals to pay for job opportunities**