Responsibilities:

Technical Support:

Provide day-to-day technical support to employees experiencing hardware, software, network, or system-related issues.
Troubleshoot and resolve common issues involving computers, printers, internet connectivity, email, and other office devices.
Install, configure, and update software and applications on company devices.
Set up computers and other IT equipment for new employees.
Assist employees with basic technical questions and the use of workplace technology.
Escalate complex technical issues to external IT service providers or the appropriate technical resource.

IT Equipment & Asset Management:

Maintain an accurate record of company IT equipment, including laptops, desktops, printers, mobile devices, routers, and accessories.
Track the allocation and return of IT equipment.
Conduct routine checks on IT equipment to identify faults or maintenance requirements.
Coordinate repairs and maintenance of faulty IT equipment.
Ensure IT equipment is properly configured and maintained.
Assist with the setup and decommissioning of IT equipment for staff onboarding and exit processes.

Internet & Network Support:

Monitor office internet connectivity and report service interruptions promptly.
Perform basic troubleshooting of Wi-Fi, routers, network connections, and related equipment.
Liaise with internet service providers when technical issues cannot be resolved internally.
Support the setup and maintenance of network connections within the office.
Monitor recurring connectivity issues and recommend appropriate solutions.

User Accounts & Software Support:

Assist with the creation, modification, and deactivation of employee accounts and access to approved systems.
Support employees with organizational email and workplace applications.
Install software and apply required updates to company devices.
Monitor software licenses and subscriptions and report renewal requirements.
Assist with implementing and adopting new digital tools.

IT Security & Data Protection:

Ensure company computers and devices have appropriate antivirus and security updates.
Assist in implementing basic IT security practices across the organization.
Support secure management of passwords, user access, and company devices.
Report suspected cybersecurity incidents, phishing attempts, malware, or unauthorized access promptly.
Educate employees on basic cybersecurity practices and responsible use of company technology.

Backup & Data Support:

IT Procurement & Vendor Support:

Assist with identifying IT equipment, accessories, software, and service requirements.
Support the procurement process for IT-related items in line with company procedures.
Liaise with IT vendors and service providers on repairs, installations, maintenance, and technical issues.
Maintain records of IT purchases, repairs, warranties, and service agreements.

Documentation & Reporting:

Maintain proper records of IT assets, repairs, technical issues, and service requests.
Document recurring IT issues and the solutions applied.
Prepare periodic reports on IT activities, outstanding issues, equipment status, and maintenance requirements.
Maintain basic IT procedures and user guides where required.

General IT Support:

Provide technical support during company meetings, trainings, presentations, and other organizational events.
Assist with the setup of projectors, screens, audio-visual equipment, video conferencing, and other meeting technology.
Support technology requirements for staff working from different locations or project sites.
Perform other IT-related duties assigned by the supervisor.

Requirements:

Minimum of an HND in Information Technology, Computer Science, Computer Engineering, Information Systems, or a related field.
Minimum of two (2) years of relevant professional work experience in IT support, IT administration, technical support, or a similar role.
Practical experience troubleshooting computer hardware, software, internet, and basic network issues.
Experience managing IT equipment and maintaining an IT asset register.
Basic knowledge of Windows operating systems, Microsoft Office/Microsoft 365, email systems, printers, and common workplace applications.
Basic understanding of networking, cybersecurity, and data protection.
Relevant IT certifications or training will be an added advantage.
Strong troubleshooting and problem-solving skills.
Good knowledge of computer hardware and software.
Basic networking and connectivity troubleshooting skills.
Good understanding of Microsoft Office/Microsoft 365 and other workplace applications.
Good communication and interpersonal skills.
Ability to provide patient and effective support to non-technical users.
Strong attention to detail.
Good organizational and time-management skills.
Ability to prioritize multiple technical requests.
Ability to work independently while knowing when to escalate complex issues.

Key Performance Indicators:

IT Support Effectiveness: Ability to resolve routine technical issues within agreed timelines.
Response Time: Effectiveness in responding promptly to employee IT support requests.
IT Asset Accuracy: Accuracy and completeness of IT asset records and equipment allocation.
Equipment Availability: Effectiveness in ensuring that employees have functional IT equipment required for their work.
Network Reliability: Ability to identify and promptly escalate internet and connectivity issues.
Preventive Maintenance: Completion of scheduled IT equipment checks and maintenance activities.
IT Security Compliance: Effectiveness in maintaining basic security updates, antivirus protection, and appropriate user access.
User Satisfaction: Level of employee satisfaction with the responsiveness and quality of IT support.
Documentation: Accuracy and completeness of IT records, incident logs, and asset documentation.

IT Officer

Crescendo Capital Limited