Support Staff ICT Officer at Pwani Oil

To provide technical support and assistance to end users in the organization, ensuring effective and efficient use of ICT systems, equipment, and services. The Support Staff plays a vital role in maintaining ICT infrastructure and ensuring timely resolution of ICT-related issues.

Key Responsibilities:

User Support & Troubleshooting

• Provide first-line technical support for hardware, software, network, and printer issues.
• Respond to user queries in person, over the phone, or via email/ticketing system.
• Escalate complex issues to higher-level ICT personnel when necessary.

Hardware & Software Maintenance

• Assist with installation, configuration, and maintenance of computers, laptops, printers, and other peripherals.
• Support software installation, updates, and basic configuration tasks.
• Maintain an up-to-date inventory of ICT equipment.

Network Support

• Assist in maintaining LAN/WAN infrastructure and connectivity.
• Perform basic network troubleshooting and diagnostics.
• Support Wi-Fi connectivity and user access issues.

Data & Systems Support

• Assist in performing system backups and basic data recovery tasks.
• Help with user account creation, password resets, and access rights under supervision.
• Provide support for ERP, HRMIS, and other enterprise applications as guided.

Documentation & Reporting

• Maintain logs of daily activities, support requests, and resolutions.
• Report recurring issues and provide feedback for system improvement.

Training & Awareness

• Assist in training end-users on basic ICT tools and digital literacy.
• Promote cybersecurity best practices among staff.

Compliance & Security

• Support implementation of ICT policies, procedures, and security measures.
• Ensure proper handling and confidentiality of sensitive data.

Qualifications

• Bachelor’s degree in information technology, Computer Science or relevant field.
• 1+ years of experience in an ICT support role is preferred.
• Additional certification in Microsoft, Linux, Cisco, or similar technologies is an added advantage.