System Officer – IT Support & Administration

About the role

The System Officer acts as the bridge between employees (or external clients) and the organization’s technology stack. The role focuses on installing, configuring, troubleshooting, and maintaining software applications to ensure seamless daily business operations.

Key responsibilities

• Application Troubleshooting: Diagnose, isolate, and resolve software, operating system, and application errors.
• System Configuration: Install, configure, and upgrade software components, patches, and drivers.
• User & Access Management: Create and manage user accounts, permissions, and passwords across the company’s software ecosystem.
• Ticket Logging: Document support requests, track issues from initiation to resolution, and maintain technical documentation in a ticketing system.
• End‑User Training: Educate staff and clients on software best practices and system usage.
• Escalation: Identify complex issues beyond L1/L2 scope and forward them to tier‑3 specialists, developers, or vendors.

Required profile

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related technical field.
• Strong analytical abilities to diagnose root causes of software anomalies.
• Exceptional communication, customer service, and patience when assisting users of varying technical abilities.

Required skills

• Advanced proficiency with Windows, macOS, and Linux operating systems.
• Experience with cloud platforms Microsoft 365, Google Workspace, and Active Directory.
• Familiarity with ticketing systems such as Jira, ServiceNow, and Freshdesk.