Background

The Officer, IT supports the organisation’s technology operations by delivering front‑line technical support, maintaining infrastructure, enabling user productivity, and ensuring smooth execution of IT processes. The role also assists in implementing systems, projects, training, and vendor‑supported services.

Responsibilities

User Support and Service Management

• Provide Level 1 (L1) and Level 2 (L2) technical support to staff through tickets, email, phone calls, Teams chats, and in-person assistance, ensuring timely and effective resolution.
• Log, track, and resolve incidents in accordance with defined service level agreements (SLAs) for both first response and full resolution.
• Escalate complex systems, security, or network issues to Level 3 (L3) support or third-party vendors when necessary.
• Respond to general service information requests, maintaining clear and timely communication with users.
• Execute IT onboarding tasks including account creation, device setup, orientation, and access provisioning, following the procedures outlined in the IT Manual.
• Manage IT offboarding processes, including account deactivation, device recovery, and access revocation, ensuring completion within mandated timelines.

Systems and Infrastructure Administration

• Support the day-to-day maintenance and monitoring of IT infrastructure, including networks, servers, storage, and service applications.
• Perform software installations, configurations, updates, and system rollouts according to planned schedules.
• Ensure IT systems operate efficiently, securely, and reliably to support organisational operations.

IT Asset Management

• Maintain an accurate inventory of IT assets, including laptops, peripherals, network equipment, software licenses, and other hardware.
• Support IT procurement by preparing requirements, processing departmental IT requests, and coordinating with Procurement teams and vendors.
• Act as liaison with vendors for warranty claims, repairs, service-level agreements (SLAs), and third-party support to ensure timely resolution of issues.

IT Projects Support and Training

• Deliver user training and digital productivity coaching on request, enhancing staff competency and effective use of IT systems.
• Develop and maintain support guides, FAQs, and training materials to facilitate user self-service and knowledge sharing.
• Support planning and execution of IT projects, including system upgrades, rollouts, and process improvements, in line with project plans.
• Collaborate with Programme Delivery teams to provide IT input and support for project execution, ensuring seamless integration of technology solutions.
• Carry out any other duties or special assignments as assigned by the Management.

Competencies

Competencies describe the key behaviours that drive success in all of FSD Africa’s roles, regardless of technical specialism. They have been derived from systematic research correlating performance with personal attributes.

Competency Levels

• Level 1: Basic
• Level 2: Foundation
• Level 3: Specialist
• Level 4: Senior Specialist
• Level 5: Leading Expert
• Level 6: Executive

Requirements

Qualifications and Education

• Minimum of Bachelor’s degree with 2 years of experience or High Diploma with 3 years in Technology, Computer Science, or related field.
• Excellent skills in written and spoken English.

Essential Experience, Knowledge, and Skills

• At least 2 year’s technical support, systems administration or IT operations experience.
• Proven, strong organisational skills, including the ability to self-start, prioritise and proactively respond to evolving/ unfolding demands.
• Demonstrates a strong interest in emerging technologies and a general curiosity about the evolving IT landscape.
• Exercises personal initiative and shows commitment to delivering high-quality IT support.
• Possesses strong technical troubleshooting skills across hardware, software, networks, and cloud-based productivity suites.
• Exhibits excellent communication and interpersonal skills, enabling effective stakeholder engagement and collaboration.
• Capable of prioritising multiple incidents simultaneously while consistently meeting SLA timelines.
• Knowledgeable in IT procurement processes and experienced in managing vendor relationships.
• Team player: ability to work effectively with colleagues across the organisation
• Demonstrated familiarity with social media platforms.

Desirable

• Experience of working in a multi-cultural environment.
• Experience working with donors, including knowledge of donor policies and procedures.
• Previous experience of working in FCDO or Mastercard Foundation funded projects.
• Languages: French, local African languages.

• Provide Level 1 (L1) and Level 2 (L2) technical support to staff through tickets, email, phone calls, Teams chats, and in-person assistance, ensuring timely and effective resolution.
• Log, track, and resolve incidents in accordance with defined service level agreements (SLAs) for both first response and full resolution.
• Escalate complex systems, security, or network issues to Level 3 (L3) support or third-party vendors when necessary.
• Respond to general service information requests, maintaining clear and timely communication with users.
• Execute IT onboarding tasks including account creation, device setup, orientation, and access provisioning, following the procedures outlined in the IT Manual.
• Manage IT offboarding processes, including account deactivation, device recovery, and access revocation, ensuring completion within mandated timelines.
• Support the day-to-day maintenance and monitoring of IT infrastructure, including networks, servers, storage, and service applications.
• Perform software installations, configurations, updates, and system rollouts according to planned schedules.
• Ensure IT systems operate efficiently, securely, and reliably to support organisational operations.
• Maintain an accurate inventory of IT assets, including laptops, peripherals, network equipment, software licenses, and other hardware.
• Support IT procurement by preparing requirements, processing departmental IT requests, and coordinating with Procurement teams and vendors.
• Act as liaison with vendors for warranty claims, repairs, service-level agreements (SLAs), and third-party support to ensure timely resolution of issues.
• Deliver user training and digital productivity coaching on request, enhancing staff competency and effective use of IT systems.
• Develop and maintain support guides, FAQs, and training materials to facilitate user self-service and knowledge sharing.
• Support planning and execution of IT projects, including system upgrades, rollouts, and process improvements, in line with project plans.
• Collaborate with Programme Delivery teams to provide IT input and support for project execution, ensuring seamless integration of technology solutions.
• Carry out any other duties or special assignments as assigned by the Management.

• Strong organisational skills
• Ability to self-start, prioritise and proactively respond to evolving/ unfolding demands
• Strong interest in emerging technologies
• General curiosity about the evolving IT landscape
• Personal initiative
• Commitment to delivering high-quality IT support
• Strong technical troubleshooting skills across hardware, software, networks, and cloud-based productivity suites
• Excellent communication and interpersonal skills
• Effective stakeholder engagement and collaboration
• Ability to prioritise multiple incidents simultaneously while consistently meeting SLA timelines
• Knowledgeable in IT procurement processes
• Experienced in managing vendor relationships
• Team player
• Familiarity with social media platforms

• Minimum of Bachelor’s degree with 2 years of experience or High Diploma with 3 years in Technology, Computer Science, or related field.
• Excellent skills in written and spoken English.