Branch Infrastructure & Technology (BIT) Officer at Unifi

Responsibilities

Helpdesk Support:

• Respond to IT-related issues and queries via email, phone, or in person.
• Log and track all incidents and service requests, ensuring timely and effective resolution.
• Provide technical assistance and support for incoming queries related to computer systems, software, and hardware.
• Troubleshoot system and network problems, diagnosing and resolving hardware or software faults.

Hardware & Software Maintenance:

• Assist in the setup, configuration, and maintenance of desktop computers, laptops, printers, and peripherals.
• Install, configure, and update software and hardware according to company policies.
• Ensure all equipment is properly maintained and provide support for hardware repairs and upgrades.
• Source hardware and ensure ongoing maintenance for reliability and performance
• Engage suppliers to negotiate better pricing and improve service delivery
• Manage procurement and acquisition of hardware in line with company standards

Network & Systems Support:

• Provide basic network and server support, escalating more complex issues to the appropriate team members.
• Monitor and maintain the company’s computer systems and networks, ensuring availability and performance.
• Assist with user account management, including password resets and access permissions.
• Manage head office & branches connectivity including networking, fibre, and backup connectivity solutions
• Implement and maintain backup connectivity to ensure business continuity
• Train branch staff on proper use of backup connectivity systems
• Build and maintain relationships with network providers (e.g., Safaricom, Airtel) to improve reliability and support

Documentation & Reporting:

• Document issues, resolutions, and help desk processes to improve team knowledge and efficiency.
• Maintain inventory of IT assets, ensuring proper logging and tracking of equipment.
• Assist in the development of user guides and training materials for staff.

Training & Support:

• Provide orientation and guidance to staff on how to operate new software and computer equipment.
• Assist with the onboarding of new employees by setting up their workstations and configuring necessary software.

Qualifications:

Education:

• Diploma or degree in Information Technology, Computer Science, or a related field.

Experience:

• 1-2 years of experience in a similar role providing IT support.
• Experience with Windows operating systems,Google Workspace, Microsoft Office Suite, and network troubleshooting.

Skills:

• Strong understanding of computer hardware, software, and networks.
• Good communication and customer service skills.
• Ability to diagnose and resolve basic technical issues.
• Familiarity with remote desktop applications and helpdesk software (e.g., Spiceworks, Jira, etc.).
• Ability to work both independently and as part of a team.
• Electrical knowledge - Power backup solutions

Preferred Qualifications:

• Knowledge of ITIL practices.
• Basic experience in networking.

Personal Attributes:

• Ability to remain calm and patient under pressure.
• Eagerness to learn and grow within the field of building infrastructure and technology.
• Attention to detail and a proactive attitude towards problem-solving.
• Ability to work well under supervision and follow instructions carefully.
• Strong organizational and time management skills.

Working Conditions:

• Onsite support and remote troubleshooting.
• Occasional travel to other branch offices may be required.
• May need to work outside regular hours to resolve critical issues.