IT Support Officer

Responsibilities:

IT Support & Troubleshooting:

Serve as the first point of contact for all IT-related support requests. Diagnose and resolve hardware, software, network, printer, email, and connectivity issues. Log, track, and follow up on support tickets to ensure timely resolution. Escalate complex technical issues to the IT Support & Network Manager when necessary. Provide technical assistance and guidance to staff on IT-related issues.

Hardware & Software Management:

Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT equipment. Install, update, and maintain operating systems and business applications. Repair or replace faulty hardware components where required. Set up and deploy IT equipment for new employees. Ensure all IT equipment remains functional and properly maintained.

Network Administration:

Monitor and maintain LAN, Wi-Fi, and internet connectivity across the resort. Troubleshoot network outages and connectivity issues. Support the maintenance of switches, routers, access points, and other network infrastructure. Assist with network upgrades, expansion, and configuration.

Hospitality Systems Support:

Provide technical support for the resort's Property Management System (PMS), Point of Sale (POS) systems, payment terminals, and other hospitality applications. Ensure uninterrupted operation of guest-facing technology systems. Assist staff with system-related challenges and provide user training where necessary.

IT Security & Data Protection:

Install and maintain antivirus, endpoint protection, and other security software. Ensure operating systems and applications receive regular updates and security patches. Support data backup and disaster recovery processes. Assist in protecting company and guest information from unauthorized access.

Preventive Maintenance & Asset Management:

Conduct routine inspections and preventive maintenance of IT equipment. Maintain an accurate inventory of all IT assets. Document support requests, solutions, recurring issues, and maintenance activities. Recommend equipment repairs, upgrades, or replacement where necessary. Prepare weekly and monthly IT support reports.

Vendor & Compliance Support:

Liaise with external IT vendors and service providers for equipment repairs and maintenance. Monitor vendor performance and service delivery. Ensure compliance with the organization's IT policies, security standards, and procedures. Support IT audits and compliance reviews. Maintain confidentiality of company, employee, and guest information.

 Requirements:

Bachelor's Degree or HND in Computer Science, Information Technology, Computer Engineering, or a related field. Minimum of 2 years' experience in IT Support, Help Desk, Network Administration, or a related role. Experience working in the hospitality industry is an added advantage. Strong knowledge of Windows operating systems and Microsoft 365. Basic knowledge of TCP/IP, LAN, WAN, Wi-Fi, switches, routers, and network troubleshooting. Experience with hardware installation, configuration, and maintenance. Familiarity with POS, PMS, CCTV, payment terminals, or hospitality technology systems is an advantage.

 Key Performance Indicators (KPIs):

IT support ticket resolution time. First-time resolution rate. System and network uptime. User satisfaction rating. Preventive maintenance completion rate. Reduction in recurring IT issues. IT asset accuracy. Compliance with IT security policies. Downtime of critical business systems. Timely completion of assigned IT projects.

 Skills & Competencies:

Strong troubleshooting and analytical skills. Excellent communication and interpersonal skills. Strong customer service orientation. Ability to manage and prioritize multiple support requests. Good documentation and reporting skills. High level of integrity and confidentiality. Strong attention to detail. Ability to work independently and as part of a team. Ability to work effectively under pressure and respond to critical system failures. Willingness to work shifts, weekends, and public holidays when required.

Working Conditions:

This is an on-site role requiring IT support across the resort. The position operates on a 5-working-day, 2-off-day shift schedule. The successful candidate may be required to work different shifts, including weekends and public holidays. Availability outside normal working hours may be required during critical system failures or emergencies. The role may occasionally require lifting, moving, and installing IT equipment.

Location:  Abakpa, Enugu

Remuneration: NGN 150,000 Monthly