IT Support Engineer

Position details

Job title: IT Support Engineer

Department: IT

Location: Kampala, Uganda

Reporting to: Regional IT Support Manager

Job Summary

The IT Support Engineer is responsible for providing efficient and effective technical support to ensure the smooth operation of IT systems across the organization. This role involves responding to IT service requests, troubleshooting technical issues, managing IT infrastructure, and delivering excellent customer service to internal stakeholders.

Key Responsibilities:

Incident Management and Support

• Monitor and manage IT tickets, ensuring timely resolution of incidents and service requests.
• Troubleshoot and resolve technical issues related to hardware, software, and network connectivity.
• Provide clear, timely updates to users and escalate complex issues when necessary.

Hardware and Software Maintenance

• Install, configure, and maintain IT hardware, including laptops, desktops, printers, and peripherals.
• Perform imaging of laptops and ensure compliance with company standards for all IT installations.
• Manage inventory and maintain up-to-date records of IT assets.

Networking and Infrastructure

• Deploy, configure, and maintain networking equipment such as routers, switches, and access points.
• Monitor and maintain IT infrastructure, including server rooms and network devices.
• Assist with cabling and setting up workstations during office expansions or relocations.

User Support and Training

• Provide hands-on technical support and training to end-users on IT systems and software.
• Educate users on IT policies, procedures, and best practices to promote system efficiency.

Access and Security Management

• Process system access requests and handle disabling tasks in compliance with company policies.

Documentation and Knowledge Sharing

• Maintain detailed records of incidents, solutions, and procedures in the ticketing system.
• Update and improve knowledge base articles to enhance user self-service resources.

Project and Vendor Coordination

• Support IT projects and coordinate with vendors for hardware repairs, replacements, or procurement.

General IT Support

• Provide 24/7 remote support when required.
• Ensure proper disposal or recycling of decommissioned IT equipment.

Qualifications and Skills

Education

Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).

Experience

4+ years of experience in IT support or a similar role

Technical Skills

• Proficiency in troubleshooting hardware, software, and networking issues.
• Knowledge of Microsoft products (e.g., Windows OS, Office Suite, Outlook).
• Experience with IT ticketing systems and ITIL processes.
• Familiarity with networking equipment and configurations.

Soft Skills

• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Ability to work independently and as part of a team.

Working Conditions

• May require occasional travel to other office locations.

• Must be available for on-call support outside regular business hours.

Company Overview

GardaWorld is a global leader in security services, providing tailored solutions across over 35 countries. Based in Montreal, Canada, the company offers services including physical security, cash management, risk management, and cybersecurity to protect people, assets, and infrastructure.

Mission:

To provide reliable, innovative security solutions that ensure safety and peace of mind worldwide.

Vision:

To be the global partner of choice in security services, setting the standard for innovation and professionalism.

Values:

• Integrity: Honesty and transparency in all actions
• Vigilance: Proactive risk monitoring
• Excellence: High-quality service
• Innovation: Continuous improvement
• Respect: Fostering a culture of inclusion and collaboration