Description

Location: Uganda

Job title: System Support Officer

A2 Department/Programme: Finance

A3 Section/Project: Information Technology

A4 Reports to (position): IT Manager

A5 Supervises (Name of Positions): None

B JOB DESCRIPTION

B1 Overall purpose of the job.

The Systems Support Officer provides first- and second-level technical support to ensure the reliable and effective operation of end-user IT systems and services. The role focuses on maintaining a stable user computing environment, resolving technical issues, supporting technology deployments and contributing to the continuous improvement of IT service delivery.

Key Responsibilities

• Incident & Service Support: Diagnose and resolve technical incidents and service requests within agreed SLAs, ensuring appropriate documentation, follow-up and escalation.
• Systems & Application Support: Install, configure, maintain and troubleshoot desktops, laptops, operating systems, Microsoft 365/Office and approved business applications.
• Hardware & Peripheral Support: Diagnose and resolve faults affecting computers, printers, scanners, UPS units and other IT peripherals, including repairs, upgrades and replacements as authorized.
• Network & Access Support: profiles and access-related issues, escalating infrastructure faults where necessary Troubleshoot LAN/WLAN connectivity, TCP/IP, DHCP, DNS, domain login, user.
• Security & Preventive Maintenance: Support endpoint security, patching and compliance with approved IT configurations, and carry out scheduled preventive maintenance of IT equipment.
• Deployment & Project Support: Participate in equipment deployments, system upgrades, site installations and other IT infrastructure and technology projects.
• Technical Improvement & Documentation: Identify recurring technical issues, recommend corrective actions and maintain relevant technical procedures and documentation.

C Knowledge, qualifications & Experience

• Bachelor’s degree in information technology, Computer Science, Information Systems or a related field.
• 3–5 years of relevant hands-on experience in IT technical support within a corporate or similar environment.
• Strong practical knowledge of Windows client operating systems, Microsoft 365, computer hardware/peripherals, Active Directory, core networking (TCP/IP, DHCP, DNS, LAN/WLAN) and endpoint security, plus working familiarity with Windows Server, virtualization and enterprise networking concepts.
• ITIL Foundation, Microsoft, CompTIA, CCNA or equivalent relevant certification will be an added advantage.

Skills & Competencies:

• Strong technical troubleshooting, fault isolation and problem-solving skills.
• Ability to prioritize incidents, take ownership and escalate appropriately.
• Effective communication and user-support skills, with the ability to work with users at different levels.
• Good technical documentation and reporting skills.
• Ability to work independently and collaboratively within a technical team.
• High level of integrity, accountability and confidentiality.

• Incident & Service Support: Diagnose and resolve technical incidents and service requests within agreed SLAs, ensuring appropriate documentation, follow-up and escalation.
• Systems & Application Support: Install, configure, maintain and troubleshoot desktops, laptops, operating systems, Microsoft 365/Office and approved business applications.
• Hardware & Peripheral Support: Diagnose and resolve faults affecting computers, printers, scanners, UPS units and other IT peripherals, including repairs, upgrades and replacements as authorized.
• Network & Access Support: profiles and access-related issues, escalating infrastructure faults where necessary Troubleshoot LAN/WLAN connectivity, TCP/IP, DHCP, DNS, domain login, user.
• Security & Preventive Maintenance: Support endpoint security, patching and compliance with approved IT configurations, and carry out scheduled preventive maintenance of IT equipment.
• Deployment & Project Support: Participate in equipment deployments, system upgrades, site installations and other IT infrastructure and technology projects.
• Technical Improvement & Documentation: Identify recurring technical issues, recommend corrective actions and maintain relevant technical procedures and documentation.

• Strong technical troubleshooting, fault isolation and problem-solving skills.
• Ability to prioritize incidents, take ownership and escalate appropriately.
• Effective communication and user-support skills, with the ability to work with users at different levels.
• Good technical documentation and reporting skills.
• Ability to work independently and collaboratively within a technical team.
• High level of integrity, accountability and confidentiality.

• Bachelor’s degree in information technology, Computer Science, Information Systems or a related field.
• 3–5 years of relevant hands-on experience in IT technical support within a corporate or similar environment.
• Strong practical knowledge of Windows client operating systems, Microsoft 365, computer hardware/peripherals, Active Directory, core networking (TCP/IP, DHCP, DNS, LAN/WLAN) and endpoint security, plus working familiarity with Windows Server, virtualization and enterprise networking concepts.
• ITIL Foundation, Microsoft, CompTIA, CCNA or equivalent relevant certification will be an added advantage.