IT Support Officer

Purpose of the Role:

IT Support Officer is responsible for providing technical support and assistance to all employees within Djibouti. This role ensures the smooth operation of the company’s IT systems, resolves technical issues and provides user training and support. The IT Support Officer will work closely with other IT team members to implement and maintain IT solutions and infrastructure.

Roles and Responsibilities:

• Support end-user IT requests and incidents related to business applications, software solutions, and networking issues.
• Take ownership of requests and incidents reported, offering solutions on his own or coordinating resolution efforts in collaboration with business, other IT team experts or 3rd party vendors (local, regional or global)
• Research, diagnose, troubleshoot, and identify solutions to resolve issues.
• Follow standard procedures to appropriately escalate issues to the respective internal teams and provide prompt and accurate feedback to all involved parties.
• Document knowledge in the form of a knowledge database as required.
• When required, perform the role of business analyst in specific internal projects. Participates in capturing business requests involving adjustments to existing applications/systems imposed by changes in operational flows and/or optimisation of existing work processes
• Collaborate with ΙΤ teams and experts in line to support IT controls and audit requirements that ensure business performance and continuity.
• Keep local IT Service documentation (Policies, Procedures, User Manuals, FAQs) current.
• Ensure IT operations comply with company policies and industry regulations.
• Foster a positive and collaborative team environment.

Job Specification:

• Minimum two years of work experience in a similar position
• Excellent communication skills and the ability to communicate effectively with users.
• Excellent troubleshooting and problem-solving skills.
• Good Knowledge of Microsoft software and products
• Excellent interpersonal skills.
• Self-driven with the ability to identify and drive their own objectives & initiatives with a minimum of guidance
• Analytical and problem-solving skills
• Fluent in English.
• Experience in the Automotive industry is desirable but not essential.
• Knowledge of ITIL or other service management frameworks is a plus.