Senior IT & Process Officer

Full-time Expires In -4 weeks Kampala Duty Station - Head Office – Kampala (50% field activity) Diploma 4 years experience ICT IT

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Department: IT
Reports to: IT Support Lead
Duty Station: Head Office – Kampala, Uganda however 50% field activity
Employment Type: Full Time
Role Summary: Provide reliable IT support to the Head Office and branches in line with the organization's IT policies and standards. Responsible for resolving escalated technical issues, administering systems and software, supporting network infrastructure, and overseeing hardware setup and maintenance while contributing to IT projects and process improvements
Deadline: Monday, 17th August 2026

Responsible for supporting computer systems, troubleshooting problems, configuring hardware and software, implementing and adapting new tools and setups
Provide support to the existing LAN/WAN network environment and implement new elements such as routers, switches, and wireless infrastructure
Administer the helpdesk system and ensure that tickets are properly assigned, generate weekly and monthly reports from the helpdesk for departmental assessment requirements
Completing system installs and upgrades, installing new systems and implementing upgrades as needed, conducting consistent analyses of computer systems to determine if existing components meet needs and perform upgrades or updates
Timely preparing HW and SW for company employees
Keeping track with IT asset inventory, conducting IT item orders and keeping stock
Technical support and maintenance of the office equipment such as printers, scanners, and peripherals
Setting up call center accounts and softphones, following up with structure, integration and troubleshooting in the company's call center system solution
Installing, troubleshooting and supporting any other apps or programs which might be implemented in the future to any of the company's departments (supporting officers in front and back ends)
Working hand in hand with IT Admin to cover and commence efficient IT support operations within the company
Prepare internal reports

Bachelor's degree or diploma in Information Technology, Computer Science, or a related field
4+ years of progressive experience in IT support, systems administration, and network administration
Strong knowledge of TCP/IP, DNS, DHCP, firewalls, VPNs, and network troubleshooting
Hands-on experience with Windows Server, Active Directory, Linux, and macOS
Skilled in hardware installation, maintenance, repair, cabling, and troubleshooting, including laptops, printers, CCTV, and network equipment
Experience managing user accounts, permissions, access controls, and IT security
Knowledge of ITIL, help desk support, incident management, and IT standards
Experience supporting system upgrades, deployments, and IT projects
Proficient in Google Workspace (Docs, Sheets, Slides, Drive) for reporting, analytics, and process improvement
Knowledge of data and software security best practices
Experience with Google Data Studio/Looker Studio is an added advantage
Strong problem-solving, communication, leadership, and teamwork skills
Relevant IT certifications (ITIL, CompTIA, Microsoft, or Cisco) are an added advantage
Excellent communication skills – speech, presentation, and written communication
High attention to detail and internal quality control, good organizational skills
Strong interpersonal skills and ability to work harmoniously in a diverse organization
Must adhere to company code of conduct and actively demonstrate values of Watu