IT Support Officer

Responsibilities:

• Technical Support: Provide excellent technical support to end-users, both remotely and in person, by diagnosing and resolving hardware, software, and networking issues in a timely manner. This includes troubleshooting, configuring, and repairing computer systems, peripheral devices, and network equipment.
  
• Network Administration: Administer and maintain the organization's computer networks, including but not limited to routers, switches, firewalls, and wireless access points. Perform regular network monitoring, optimization, and security updates to ensure network performance, reliability, and data protection.
  
• Help Desk Management: Respond promptly to IT support requests, documenting incidents, and providing detailed resolutions. Prioritize and escalate issues as necessary to ensure effective and efficient problem resolution.
  
• Software and Hardware Installation: Install, upgrade, and configure software applications, operating systems, and hardware components. Collaborate with vendors and internal teams to troubleshoot software compatibility issues and maintain an inventory of IT assets.
  
• User Training and Documentation: Develop and deliver user training sessions to enhance understanding of technology tools, systems, and security best practices. Create and update technical documentation, including user guides, FAQs, and knowledge base articles.
  
• IT Infrastructure Maintenance: Collaborate with the team to monitor, maintain, and optimize the organization's IT infrastructure, including servers, storage systems, backup solutions, and virtualization environments.
  
• Security Compliance: Assist in implementing and maintaining security protocols, policies, and procedures to protect the organization's data and systems from unauthorized access, viruses, and other security threats.
  
• Stay Updated: Keep abreast of emerging technologies, industry trends, and best practices in IT support, networking, and other relevant areas. Continuously expand your technical knowledge and skill set to adapt to evolving IT needs.
  

Requirements:

• Education: Bachelor’s degree in computer science, information technology, or a related field is preferred but not mandatory (or equivalent experience).
  
• Experience: Minimum of 2 years’ experience in IT support, networking, and related areas.
  
• Experience with network administration, troubleshooting, and working with various operating systems (Windows, macOS, and Linux) is essential. 
  
• Certifications (Preferred): Microsoft 365 Certified, CompTIA Network+, CompTIA A+

Skills:

• Networking Skills: Knowledge of TCP/IP, LAN/WAN, VPN, DNS, DHCP, firewalls, routing, switching, and wireless technologies. Familiarity with network monitoring tools and security protocols (e.g., VLANs, IPSec) is preferred.
  
• Technical Proficiency: Proficient in diagnosing and resolving hardware, software, and networking issues. Experience with Active Directory, Microsoft Exchange, Microsoft 365, and remote desktop support tools is a plus. Certifications such as CompTIA A+, Network+, Cisco CCNA, or Microsoft MCSA/MCSE are advantageous.
  
• Communication and Customer Service: Excellent verbal and written communication skills, with the ability to communicate technical concepts to non-technical individuals effectively. Strong interpersonal skills and a customer-centric approach to providing IT support.
  
• Problem-Solving: Analytical mindset with strong problem-solving abilities. Ability to work independently, prioritize tasks, and manage time effectively while maintaining attention to detail.
  
• Adaptability: Willingness and ability to learn new technologies and adapt quickly to changes in the IT landscape. Flexibility to support other aspects of IT, such as systems administration, cybersecurity, or database management, as needed.
  
• Team Player: Proven ability to collaborate and work effectively within cross-functional teams. Willingness to share knowledge, assist colleagues, and contribute to the overall success of the IT department.
  
• Time Management: Ability to prioritize tasks, manage workload efficiently, and meet deadlines in a fast-paced environment
  

Key Relationships:

• Internal: Technical Specialist, IT Team, Tech Team, Business Development Manager, and others
• External: Clients, Client IT Teams and End Users, Technology Vendors and Service Providers Internet Service Providers (ISPs), Hardware and Software Suppliers, Partners, Vendors, Donors, etc.

Working Conditions:

• Physical Presence: This role requires the employee’s physical presence at designated work locations, including both company premises and client sites, as necessary to fulfill job responsibilities.
  
• Standard Hours: The standard working hours are from 8:00 a.m. to 5:00 p.m., five (5) days per week; however, weekend and overtime work may be required.
  
• Client Site Hours: When working at a client’s location, the employees’ working hours shall align with the client’s standard operating hours, provided they are reasonable and communicated in advance. Any required adjustments must be approved by management, and applicable overtime compensation will apply.
  

Benefits:

• Employees will receive a competitive salary based on their role and experience. In addition to their salary, employees are entitled to the following benefits:
  
• Pension: Enrollment in the company’s pension scheme, with contributions made in accordance with applicable laws and company policy.
  
• Health Benefits: Access to health benefits, including medical insurance, as provided under the company’s health plan.
  

Remunerations: NGN 120,000 – 160,000 (Gross)

Location: Abuja

Employment Type: Full-Time