Description

Position: IT Support (Kampala, Uganda)

Harley’s Ltd is looking to fill a position of IT Support within its Support business unit.

The successful candidate will play a key role in ensuring that employees have reliable and efficient IT support to enable smooth day-to-day operations. The role will involve responding to technical issues, maintaining IT systems and devices, supporting users across various digital platforms and ensuring that IT-related queries are resolved promptly and effectively.

WHY JOIN US

Impactful Work: Join a vibrant work environment which promotes innovation, collaboration and professional growth.

Leadership: Experience a leadership team that is accessible, transparent and values employee feedback.

Growth Opportunities: Elevate your career with unparalleled opportunities for professional growth, directly contributing to the evolution of the company.

KEY RESPONSIBILITIES

IT Support & Troubleshooting: Provide first-line technical support by diagnosing and resolving hardware, software, network and system issues to minimise downtime and support efficient business operations.

Systems Administration & Maintenance: Install, configure, maintain and upgrade computer hardware, operating systems, business applications and IT equipment while ensuring optimal system performance and security.

User Support & Service Delivery: Assist users with technical enquiries, manage user accounts and access permissions, provide timely issue resolution and maintain accurate support documentation to ensure a high standard of customer service.

IT Issue Logging & Documentation: Maintain accurate logs of IT issues, resolutions and recurring problems to support effective tracking, troubleshooting, reporting and continuous improvement.

Network Connectivity Support: Monitor and troubleshoot basic network connectivity issues, including Wi-Fi, LAN and VPN, and escalate more complex network issues where necessary.

User Training & System Adoption: Provide basic training and guidance to employees on new and existing IT systems and tools, including SharePoint, Microsoft Teams and Outlook, to support effective user adoption.

Employee Onboarding & Offboarding: Provide IT support throughout the employee lifecycle, including setting up user accounts, access permissions, devices and other IT requirements for new employees, as well as disabling access and recovering equipment during offboarding.

Device Maintenance & Updates: Perform routine maintenance, software updates and basic checks on computers, peripherals and other IT devices to ensure they remain functional, secure and up to date.

QUALIFICATIONS & EXPERIENCE

• Diploma or Bachelor’s Degree in Information Technology, Computer Science or a related field.
• Minimum of 2 years of relevant experience in IT support, help-desk support, systems administration or a similar role.
• Demonstrated experience providing technical support to users in a professional organization.
• Proven experience diagnosing and resolving hardware, software, networking and system related issues.
• Experience in installation, configuration, maintenance and troubleshooting of desktop computers, laptops, printers, scanners and other IT equipment.

• Provide first-line technical support by diagnosing and resolving hardware, software, network and system issues to minimise downtime and support efficient business operations.
• Install, configure, maintain and upgrade computer hardware, operating systems, business applications and IT equipment while ensuring optimal system performance and security.
• Assist users with technical enquiries, manage user accounts and access permissions, provide timely issue resolution and maintain accurate support documentation to ensure a high standard of customer service.
• Maintain accurate logs of IT issues, resolutions and recurring problems to support effective tracking, troubleshooting, reporting and continuous improvement.
• Monitor and troubleshoot basic network connectivity issues, including Wi-Fi, LAN and VPN, and escalate more complex network issues where necessary.
• Provide basic training and guidance to employees on new and existing IT systems and tools, including SharePoint, Microsoft Teams and Outlook, to support effective user adoption.
• Provide IT support throughout the employee lifecycle, including setting up user accounts, access permissions, devices and other IT requirements for new employees, as well as disabling access and recovering equipment during offboarding.
• Perform routine maintenance, software updates and basic checks on computers, peripherals and other IT devices to ensure they remain functional, secure and up to date.

• IT Support
• Troubleshooting
• Systems Administration
• Network Connectivity Support
• User Support
• Device Maintenance
• User Training

• Diploma or Bachelor’s Degree in Information Technology, Computer Science or a related field.
• Minimum of 2 years of relevant experience in IT support, help-desk support, systems administration or a similar role.
• Demonstrated experience providing technical support to users in a professional organization.
• Proven experience diagnosing and resolving hardware, software, networking and system related issues.
• Experience in installation, configuration, maintenance and troubleshooting of desktop computers, laptops, printers, scanners and other IT equipment.