Summary
Date Posted: Monday, February 24 2025, Base Salary: Not Disclosed

JOB DETAILS:
Responsibilities and Duties
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.

General
o Follow Company and IT department internal policies
o Prepare internal reports

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

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

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