IT Support Officer

1. Position Overview

• Job Title: IT Support Officer
• Duty Station: Head Office
• Operational Scope / Coverage: Head Office, Mojo Branch, Adama Branch, and all other company branches as required
• Employment Type: Full-time
• Reports To: IT / Systems Manager
• Salary: Negotiable

2. Job Purpose

The IT Support Officer ensures the continuous, secure, and efficient operation of the company’s IT infrastructure across the Head Office and regional branches. This role manages network administration, hardware/software troubleshooting, security systems (CCTV and Access Control), preventive maintenance, and digital transformation initiatives while providing high-quality helpdesk support to end-users.

3. Key Responsibilities

• Network Installation & Maintenance:
  • Set up, configure, and maintain LAN, WAN, and Wi-Fi networks across all office locations.
  • Monitor network connectivity, firewalls, routers, and switches to ensure stable internet and intranet access.
• Computer & Peripheral Support:
  • Configure, deploy, and maintain desktop PCs, laptops, network printers, scanners, and standard office peripherals.
• CCTV & Access Control Systems:
  • Install, configure, and monitor CCTV surveillance systems, biometric devices, and door access controls.
• User Support (Helpdesk):
  • Provide prompt on-site, remote, and phone technical assistance to end-users across all departments and branches.
  • Log, track, and resolve user technical issues efficiently.
• Hardware & Software Troubleshooting:
  • Diagnose and repair hardware defects and operating system errors (Windows, Linux, macOS).
  • Install, update, and license enterprise software, productivity suites, and specialized business applications.
• Preventive Maintenance:
  • Execute routine hardware cleaning, diagnostic health checks, security patches, and software updates to prevent downtime and extend hardware lifespans.
• Branch Technical Support:
  • Conduct scheduled on-site visits to the Mojo and Adama branches (and additional sites as needed) to deliver hands-on technical maintenance and infrastructure support.
• IT Asset Management & Documentation:
  • Maintain a detailed, up-to-date registry of all IT hardware, software licenses, network configurations, and vendor service records.
  • Prepare technical reports on system health, recurring issues, and resolution metrics.

4. Key Performance Indicators (KPIs)

5. Organizational Value & Business Impact

• Minimized Downtime: Rapid troubleshooting and resolution ensure business operations continue without costly technical disruptions.
• Standardized Support: Equitably delivers high-standard technical assistance across both the Head Office and regional branches.
• Increased Employee Productivity: Prompt resolution of end-user issues keeps staff focused on core operational tasks.
• Cost Efficiency: Comprehensive preventive maintenance extends equipment life and minimizes emergency replacement costs.
• Accelerated Digital Transformation: Direct on-the-ground support ensures smooth, rapid rollout of new corporate digital tools and systems.
• Enhanced Security: Active oversight of CCTV, access controls, and endpoint systems mitigates data and physical security vulnerabilities.

6. Qualifications & Experience

• Education: BSc Degree or Diploma in Computer Science, Information Technology, Computer Engineering, or a related field.
• Experience:
  • For BSc Degree: Minimum 1–2 years of relevant hands-on IT support experience.
  • For Diploma: Minimum 3–4 years of relevant IT technical experience.
• Technical Competencies:
  • Proven experience with network configuration (LAN/WAN/WLAN, routers, switches).
  • Hands-on proficiency in CCTV installation, biometric access control configuration, and printer network setup.
  • Industry certifications (CompTIA A+, Network+, CCNA, or Microsoft Certified Professional) are a distinct advantage.
• Additional Requirements:
  • Willingness and flexibility to travel regularly to Mojo, Adama, and other branch offices.
  • Strong interpersonal, communication, and multi-tasking skills.

7. How to Apply

Interested and qualified applicants should submit their CV, cover letter, and relevant educational/work credentials to [hr@soretiinternational.com] with the subject line “Application for IT Support Officer – Head Office”.