IT Support Officer

About the job

Established in 2008, Geidea epitomises customer focused empowerment and commercial success through continuous innovation. Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the market. Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity. Our technology mirrors our people - Smart, Innovative & Forward Thinking www.geidea.net To maintain competitive advantage as we grow, we are currently looking for new IT Support Officer Job purpose:Deliver responsive day-to-day IT support to employees by diagnosing and resolving hardware, software, network, endpoint, and account-related issues. Support onboarding/offboarding readiness, device provisioning, access management, asset lifecycle tracking, documentation, and timely escalation while ensuring compliance with IT policies and security standards. Key accountabilities:Workplace IT Service Support: Support availability and performance of workplace IT services including endpoints, LAN/Wi-Fi connectivity, printing, meeting rooms, and peripherals across the assigned office/site.Incident Handling: Handle L1/L2 support tickets from diagnosis to resolution with clear updates, proper documentation, and escalation of complex issues to the relevant IT teams.Identity & Access Support: Administer standard Active Directory user accounts, security groups, permissions, and basic policy-related controls in line with least-privilege and approved access processes.Endpoint Configuration & Compliance: Prepare, configure, and maintain user devices in line with approved OS builds, drivers, encryption, antivirus/EDR posture, and baseline IT policies.Core Office Service Support: Support basic on-prem dependencies such as DNS/DHCP checks, file/print services, authentication dependencies, and user connectivity troubleshooting.Change & Deployment Execution: Execute approved support-scope changes such as software deployments, configuration updates, patch coordination, and device replacements with rollback awareness.Documentation & Continuous Improvement: Maintain SOPs, knowledge articles, asset records, and repeat-incident fixes to improve response quality and resolution speed.

Must have technical/professional qualifications:Must have:Hands-on experience in Windows 10/11 troubleshooting, Active Directory user and group administration, TCP/IP fundamentals, DNS/DHCP basics, Wi-Fi/VLAN troubleshooting, hardware and peripheral support, ticketing tools such as Jira/ServiceNow, SLA-based support, remote support tools, and strong troubleshooting and documentation practices.Education:Bachelors degree in Computer Science, Engineering, Information Technology, or a related field; or equivalent practical IT support experience.Experience:23 years of hands-on experience in IT support, end-user support, service desk, or office IT operations.Preferred:Microsoft 365 support (Outlook/Teams/OneDrive); VPN client support (FortiClient); basic file/print support; basic virtualization awareness; ITIL Foundation.Business Expertise:Customer support mindset with clear communication; ability to prioritize incidents by business impact; adherence to change/approval processes; ownership and follow-through to closure; ability to work in shifts/on call if required.Preferred:Experience supporting multi-site offices, audit/compliance requirements, asset management, and vendor coordination. Our values guide how we think and act - They describe what we care about the mostCustomer first - Its embedded in our design thinking and customer service approachOpen - Openness allows us to constantly improve and evolveReal - No jargon and no excuses!Bold - Constantly challenging ourselves and our way of thinkingResilient If we fail, we bounce back stronger than beforeCollaborative - We know that we can achieve a lot more as a teamWe are changing lives by constantly striving for a better solutionClick apply below and become part of the Geidea story