IT Support Executive at Club Concierge Africa

 Job Purpose

• The IT Support Executive is responsible for providing technical support, maintaining IT systems, ensuring network and data security, and delivering timely solutions to all staff. The role ensures smooth day-to-day IT operations, optimal system performance, and high service availability across the organization.

Key Responsibilities

Technical Support & Troubleshooting

• Provide first-line and second-line IT support to all staff across departments.
• Diagnose and resolve hardware, software, and network issues promptly.
• Install, configure, and maintain laptops, desktops, printers, routers, and other IT equipment.
• Support company applications, email systems, productivity tools, and cloud platforms.
• Maintain an updated log of IT support requests and resolution timelines.

Systems Administration

• Manage and maintain user accounts, permissions, and security groups across systems (e.g., Zoho, Google Workspace, Microsoft 365, internal tools).
• Monitor system performance, ensure uptime, and escalate complex issues to engineering where necessary.
• Perform routine system backups, updates, and patches.

Network & IT Infrastructure

• Support daily operations of the company’s network (LAN/WAN/Wi-Fi).
• Conduct network troubleshooting, performance checks, and optimization.
• Ensure connectivity across offices, servers, and cloud services.

Cybersecurity & Data Protection

• Enforce IT security protocols to prevent unauthorized access, data breaches, and misuse of company systems.
• Monitor suspicious activity, run periodic security audits, and recommend improvement actions.
• Support implementation of firewalls, antivirus systems, and access control policies.

Asset & Inventory Management

• Maintain an accurate inventory of all IT assets (laptops, phones, systems, servers, licenses, etc.).
• Manage issuance and retrieval of IT devices during onboarding and offboarding.
• Ensure timely maintenance, upgrades, and replacement of IT equipment.

Documentation & Reporting

• Maintain IT manuals, SOPs, configurations, user guides, and technical documentation.
• Prepare weekly/monthly IT reports on system health, incidents, and performance.
• Document all incidents, root causes, and preventive measures.

Support for Projects & Operations

• Assist in the setup and support of company events, training sessions, virtual meetings, and hybrid environments.
• Support digital transformation initiatives and deployment of new tools or systems.
• Assist with vendor management, procurement, and evaluation of IT solutions.

Skills & Competencies Required

• Strong knowledge of computer systems, networks, and troubleshooting.
• Good understanding of cloud services (Zoho, Microsoft 365, Google Workspace).
• Familiarity with security protocols, firewalls, and data protection principles.
• Excellent communication and customer service skills.
• Strong analytical, problem-solving, and multitasking ability.
• Attention to detail with a strong commitment to confidentiality and security.

Qualifications & Experience

• Bachelor’s Degree in Computer Science, Information Technology, Engineering, or related field.
• 2–4 years proven experience in IT support or similar role.
• Certifications (added advantage):
• CompTIA A+, Network+, Security+
• CCNA
• ITIL Foundation
• Experience with Zoho Admin, cloud systems, or ticketing tools is an added advantage