IT Support Officer

Role Purpose

The IT Technician is responsible for providing technical support and maintaining IT systems, hardware, and software to ensure the smooth operation of Merchant West’s technology environment. The role involves troubleshooting technical issues, installing and configuring equipment, and supporting end users to ensure minimal disruption to business operations. The IT Technician plays a key role in maintaining system stability, supporting IT service delivery, and ensuring that technology resources are reliable, secure, and aligned with organisational standards.

Main Accountabilities

• IT Support and Troubleshooting

• Provide timely resolution of technical issues affecting end users and systems.
• Diagnose and resolve hardware, software, and network-related problems.
• Ensure minimal downtime and disruption to business operations.

• System Installation and Configuration

• Install, configure, and maintain IT hardware and software.
• Ensure all systems are set up according to organisational standards.
• Support deployment of new systems and technology upgrades.

• System Maintenance and Monitoring

• Perform routine maintenance to ensure optimal system performance.
• Monitor system health and identify potential issues proactively.
• Ensure systems remain stable, secure, and operational.

• User Support and Service Delivery

• Provide effective end-user support and technical assistance.
• Ensure high levels of user satisfaction through responsive service.
• Assist users with system usage and technical queries.

• IT Asset and Inventory Management

• Maintain accurate records of IT equipment and assets.
• Track and manage allocation and usage of hardware and software.
• Ensure proper lifecycle management of IT assets.

• Governance and Compliance

• Ensure adherence to IT policies, procedures, and security standards.
• Maintain accurate documentation of support activities and configurations.
• Support audit and compliance requirements related to IT operations.

Qualifications

• Diploma or certificate in Information Technology, Computer Science, or a related field, with relevant technical certifications (e.g. CompTIA A+, N+, Microsoft) being advantageous.

Experience

• 2–4 years in IT support, technical support, or helpdesk environments within a financial services or enterprise setting.
• Providing end-user support across hardware, software, and network systems.
• Installing, configuring, and maintaining IT equipment and systems.
• Troubleshooting and resolving technical issues and system faults.
• Supporting system upgrades, deployments, and maintenance activities.
• Operating within IT support processes, standards, and governance frameworks.

Skills

• IT technical support and troubleshooting
• Hardware and software installation and configuration
• Network support and basic administration
• System maintenance and monitoring
• IT service management tools utilisation
• User support and issue resolution
• IT asset and inventory management
• Technical documentation and reporting

Competencies

• Attention to detail and accuracy
• Analytical thinking and problem solving
• Communication and user engagement
• Customer service orientation
• Accountability and ownership
• Organisational discipline and prioritisation
• Responsiveness and service delivery focus
• Integrity and compliance awareness