The IT Support Officer ensures the smooth day-to-day operation of the company’s IT environment, which includes cloud-based systems, laptops, and local network infrastructure. The role involves providing timely technical support, maintaining hardware and software assets, administering cloud services, supporting ERP implementation, and assisting with the adoption of AI-powered tools.

This role requires the job holder to be proactive as well as reactive to situations and is by nature confronted with challenges. One of the main objectives is that appropriate and precise actions are taken to create value for both internal and external stakeholders.

KEY DUTIES & RESPONSIBILITIES

• Technical Support: Act as the first point of contact for IT issues; troubleshoot hardware, software, ERP, and network problems; provide on-site and remote support; manage user onboarding/offboarding.
• Hardware & Software Management: Install, configure, and maintain laptops, printers, and peripherals; update operating systems and applications; maintain inventory and liaise with vendors.
• ERP Support: Assist with ERP rollout, configuration, and user training; troubleshoot ERP issues and maintain documentation.
• AI Tools & Automation: Support deployment and integration of AI tools; apply basic prompt-engineering techniques; ensure compliance with data privacy standards.
• Network & Connectivity: Assist with LAN/WLAN setup and maintenance; monitor connectivity and basic performance issues.
• Cloud Administration: Manage user accounts, permissions, and backups in cloud platforms; maintain IT documentation.
• Security & Compliance: Promote cybersecurity best practices; monitor endpoint protection and backups; assist with incident response and enforce IT policies.

QUALIFICATIONS, SKILLS, AND OTHER PREREQUISITES

• Education: Diploma in IT (Bachelor’s degree is an advantage).
• Min. 4 years experience.
• Technical Skills:
• Proficiency in Windows OS and Microsoft 365.
• Basic networking knowledge (LAN, Wi-Fi, IP addressing).
• Hardware troubleshooting and laptop maintenance experience.
• Exposure to ERP systems and AI tools is an advantage.
• Certifications (Preferred): CompTIA A+, Network+, ERP vendor certifications, AI/cloud/security training.
• Personal Attributes: Strong problem-solving skills, good communication, service-oriented, able to work independently, and adaptable to new technologies.