Senior Support Staff - ICT at Pwani Oil

What you will do

• ICT Support & Service Delivery: Deliver first and second-level technical support, ensuring timely resolution of hardware, software, system, and network-related issues while maintaining high user satisfaction.
• Network & Infrastructure Management: Support and maintain LAN/WAN, Wi-Fi, servers, storage, backup systems, and end-user devices to ensure reliable and secure ICT operations.
• Incident & Problem Resolution: Manage incidents from identification to closure, maintain accurate documentation, and drive root cause analysis to minimize recurring issues.
• Hardware, Software & Asset Administration: Oversee installation, configuration, maintenance, upgrades, security compliance, and lifecycle management of ICT assets and applications.
• Systems, Data & Security Support: Administer user accounts, access rights, backups, enterprise applications, and ensure adherence to ICT security policies and data protection standards.
• User Training & Continuous Improvement: Conduct user training, develop technical documentation, prepare performance reports, and support ICT projects, system upgrades, and service enhancement initiatives.

What we need

• Diploma or Degree in Information Technology, Computer Science, Networking, or a related field.
• Strong understanding of networking, operating systems, hardware, software, and ICT infrastructure.
• Experience in ICT support, troubleshooting, and service desk operations.
• Knowledge of LAN/WAN environments, Wi-Fi technologies, endpoint security, and backup systems.
• Ability to diagnose and resolve technical issues efficiently.
• Strong documentation, communication, and customer service skills.
• Ability to prioritize tasks, manage incidents, and work within service level agreements (SLAs). Commitment to data security, confidentiality, and continuous improvement.