Position Title: IT Support Officer
Department: ICT / Information Technology / Corporate Services
Reports To: ICT Manager / Digital Transformation & Systems Manager / Operations Manager
Job Location: Addis Ababa – Head Office (with support to factories, malls, hotels, and project sites as required)
Employment Type: Full-time
1. Purpose of the Position
The IT Support Officer is responsible for providing first-line technical support, maintaining IT systems and infrastructure, ensuring smooth operation of hardware, software, and network services, and supporting SITCO’s digital transformation initiatives across all business units.
2. Key Duties and Responsibilities
A. Technical Support & User Assistance
- Provide day-to-day IT support to staff (desktops, laptops, printers, scanners, phones).
- Diagnose and resolve hardware, software, and network issues promptly.
- Install, configure, and update operating systems and business applications.
- Support email systems, internet connectivity, and internal communication tools.
- Maintain IT helpdesk logs and track resolution of issues.
B. Network & System Support
- Assist in maintaining LAN, WAN, Wi-Fi, and internet connectivity.
- Monitor basic network performance and escalate issues when required.
- Support server operations, data storage systems, and backup procedures.
- Assist in basic cybersecurity measures (antivirus, access controls, password policies).
C. Hardware & Asset Management
- Maintain inventory of IT equipment and accessories.
- Coordinate repair, replacement, and procurement of IT assets.
- Ensure proper installation and cabling of IT equipment.
- Label, document, and track IT assets per company policy.
D. Data Protection & Security
- Ensure regular data backups and recovery procedures are followed.
- Support implementation of IT security policies and user access controls.
- Report security incidents, data breaches, or system vulnerabilities.
- Ensure compliance with company IT policies and audit requirements.
E. Documentation & Reporting
- Prepare basic IT reports (incident logs, asset registers, system status).
- Document system configurations, procedures, and user guides.
- Support internal and external audits related to IT systems.
F. Coordination & Continuous Improvement
- Work closely with ICT Manager and other departments.
- Assist in rollout of new systems, software, and digital tools.
- Train users on basic IT usage and best practices.
- Support ERP, HRMIS, accounting, or POS systems where applicable.
3. Authority & Accountability
- Authorized to perform routine IT support and maintenance tasks.
- Accountable for timely resolution of IT issues and safeguarding company data.
- Must escalate critical system failures or security risks immediately.
4. Working Relationships
- Internal: All departments, management, and site offices
- External: IT vendors, service providers, and consultants
5. Qualifications & Experience
Education
- Bachelor’s Degree or Diploma in:
- Information Technology
- Computer Science
- Information Systems
- or related field
Experience
- Minimum 1–3 years relevant IT support experience.
- Experience in corporate, trading, manufacturing, mall, or hospitality environments is an advantage.
6. Technical Skills & Competencies
- Strong knowledge of:
- Windows OS and MS Office
- Basic networking (LAN/Wi-Fi)
- Hardware troubleshooting
- Basic understanding of:
- Servers and backups
- Antivirus and cybersecurity practices
- Ability to support ERP/accounting systems is an advantage.
7. Behavioral & Personal Attributes
- Strong problem-solving and analytical skills
- Good communication and customer service attitude
- Ability to work under pressure and meet deadlines
- High level of integrity and confidentiality
- Willingness to travel to sites when required
8. Performance Indicators (KPIs)
- IT issue resolution time
- System uptime and availability
- User satisfaction level
- Accuracy of IT asset records
- Compliance with IT security policies