IT support Officer

About this role

The IT Support Officeris responsible for providing timely technical support to internal teams and ensuring the smooth operation, availability, and security of IT systems, devices, and network infrastructure. The role also supports the installation, configuration, maintenance, and troubleshooting of POS machines, assists with system integrations between payment platforms and merchant systems to ensure reliable transaction processing and business continuity. Working closely with internal teams, merchants, and service providers, the IT Officer plays a key role in minimizing downtime and enhancing user experience.

Responsibilities

• 1. Internal User Support & IT Asset Management
• First point of contact for all business customers and merchants.
• Analyze and respond appropriately to queries from customers/merchants via telephone and e-mail, working towards an appropriate solution.
• Attend to all tickets raised by customers, providing timely and innovative solutions to service issues.
• Maintain a strong command of customer service policies and ensure a positive customer experience.
• 2. POS, Integrations & Forecourt Systems Support
• Troubleshoot and resolve POS device faults, connectivity issues, and transaction failures to minimize merchant downtime.
• Provide first-line technical support for payment system integrations between Pesapal platforms and merchant systems, including basic testing and issue diagnosis.
• Attend to all tickets raised by customers, providing timely and innovative solutions to service issues.
• Maintain a strong command of customer service policies and ensure a positive customer experience.
• 3.IT Reporting & Documentation
• Prepare, monitor and utilise the IT Budget to support effective performance of IT Service Management Activities.
• Develop training manuals and troubleshooting guides to assist both staff and end users in interacting properly with hardware and software.
• Prepare weekly, monthly, and quarterly IT reports
• Monitor CCTV and report any incidents.
• . IT Systems & Network Management
• Monitor, maintain, and ensure uptime of internal IT systems, servers, and network infrastructure.
• Troubleshoot hardware, software, and connectivity issues for employees.
• Perform preventive maintenance and routine system health checks to minimize disruptions.
• Install, configure, and update internal software and tools in line with IT policies.
• Escalate complex system or network issues to the IT Manager or vendors for timely resolution.
• Ensure systems comply with security standards, including access controls and updates.
• Maintain logs and documentation of incidents, maintenance activities, and system changes.

Requirements

• Diploma or bachelor’s degree in computer science, IT or a related course
• At least 2 years’ experience as an IT Support or similar position.
• Familiarity with POS integrations is an added advantage

Required Skills