IT Support Officer
AI summary
Pesapal, a leading African payment services company, is hiring an IT Support Officer in Kampala, Uganda. The role provides first-line technical support to internal teams and merchants, maintains IT systems, devices, networks, and POS machines, and supports payment platform integrations. Mid-level candidates with at least 2 years of experience and English proficiency are encouraged to apply.
- First point of contact for internal users and merchant IT support via phone and email.
- Troubleshoots POS devices, connectivity issues, and transaction failures to minimize downtime.
- Supports payment system integrations between Pesapal platforms and merchant systems.
- Mid-level role requiring 2 years of experience and English proficiency.
- Full-time position based in Kampala, Uganda, within the banking and fintech industry.
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required2+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in security, call_center, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest IT Support Officer evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Pesapal and the role in Not specified.
- Add concrete examples related to security, call_center, internship, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from BrighterMonday Uganda; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- BrighterMonday Uganda
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this IT Support Officer role in security, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Pesapal before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
- P
- IT Support Officer
- Pesapal
- IT, Software & Data
- Yesterday
- New
- Kampala
- Full Time
- Banking, Finance & Insurance
- Confidential
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Experience
- Level:
- Mid level
- Length:
- 2 years
- Language Requirement:
- English
- Working Hours:
- Full Time - 8 to 5
- Applicant
- Location:
- Uganda
- Job descriptions &
- Needed:
- Diploma or bachelor's degree in computer science, IT or a related course
- At least 2 years'
- as an IT Support or similar position.
- Familiarity with POS integrations is an added advantage
- Skills & Competencies Needed:
- Good trouble shooting skills
- Knowledge of Microsoft Office 365 tenant administration
- Hardware and software knowledge of Windows, Macos and Linux
- Able to configure and maintain network configurations including firewalls and switches.
- Excellent organizational skills with the ability to manage multiple priorities and deadlines.
- High level of integrity, confidentiality, attention to detail, and professionalism.
- Why Join Us?
- Innovative Environment:
- Opportunity to work on cutting-edge financial technology products and services
- Professional Growth:
- Access to opportunities for skill development, training, and career advancement. We believe in investing in our people and helping them reach their full potential.
- Impactful Work:
- Be part of a passionate team transforming the African financial Landscape
- Dynamic Work Culture
- : Be part of a dynamic, fast-paced environment where you
- a myriad of exciting challenges, opportunities, and thrilling adventures.
- Equity & Inclusion Statement
- Pesapal is committed to fostering a diverse and inclusive work environment where all individuals are valued, respected, and have equal access to opportunities for growth. We believe that diverse perspectives enhance our creativity, problem-solving abilities, and overall success.
- *Due to the volume of applications received, only short-listed candidates shall be contacted
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Requirements
About Pesapal:
Pesapal is the leading payment services company with localknow-howin building payments and business tools for Africa. Since 2009,Pesapal has empowered tens of thousands of African businesses and entrepreneurs to collectpayments online and in person via mobile phones, cards, and bank transfers, backed by popular digital tools for ticketing, reservations, reporting, inventory, merchant credit, and APIs.
We support growth for everyday businesses across Africa, providing a secure, convenient, and effortless tech-enabled infrastructure tailored to enable them to thrive and deliver seamless payment experiences for their consumers. We are on track to connect a million African businesses to digital payments, e-commerce, and the global financial system by 2030.
Job Summary
The
IT Support Officer
is responsible for providing timely technical support to internal teams and ensuring the smooth operation, availability, and security of IT systems, devices, and network infrastructure.
The role also supports the installation, configuration, maintenance, and troubleshooting of POS machines, assists with system integrations between payment platforms and merchant systems to ensure reliable transaction processing and business continuity.
Working closely with internal teams, merchants, and service providers, the IT Officer plays a key role in minimizing downtime and enhancing user experience.
What Success Looks Like at
Pesapal:
Solve for our customer
: Provide timely and effective IT support that enables internal teams and customers to work efficiently and reliably.
Deliver Exceptional Results:
Keep IT systems, devices, networks, POS machines operational, secure, and well maintained while minimizing downtime and supporting business continuity.
Together we do great Work:
Work collaboratively with internal teams, customers, and service providers to resolve issues and support business and technology needs.
Own our Outcomes:
Take ownership of IT issues through to resolution, maintain proper documentation, proactively address recurring problems, and escalate critical risks appropriately.
Key
Responsibilities
- 1. Internal User Support & IT Asset Management
- First point of contact for all business customers and merchants.
- Analyse and respond appropriately to queries from customers/merchants via telephone and e-mail, working towards an appropriate solution
- Attend to all tickets raised by customers, providing timely and innovative solutions to service issues.
- Maintain a strong command of customer service policies and ensure a positive customer experience.
- 2. POS, Integrations & Forecourt Systems Support
- Troubleshoot and resolve POS device faults, connectivity issues, and transaction failures to minimize merchant downtime.
- Provide first-line technical support for payment system integrations between Pesapal platforms and merchant systems, including basic testing and issue diagnosis.
- Coordinate with product, engineering teams and third-party vendors to escalate and resolve complex integration or system issues.
- Support go-lives, upgrades and configuration changes for merchant payment solutions to ensure smooth adoption and usage.
- Provide technical support for forecourt management systems, including monitoring system performance and resolving transaction or synchronization issues.
- Maintain accurate records of deployments, incidents, resolutions and system changes related to merchant technology support.
- Follow up with merchants to confirm issue resolution and ensure a positive technical support experience.
- 3. IT Systems & Network Management
- Monitor, maintain, and ensure uptime of internal IT systems, servers, and network infrastructure.
- Troubleshoot hardware, software, and connectivity issues for employees.
- Perform preventive maintenance and routine system health checks to minimize disruptions.
- Install, configure, and update internal software and tools in line with IT policies.
- Escalate complex system or network issues to the IT Manager or vendors for timely resolution.
- Ensure systems comply with security standards, including access controls and updates.
- Maintain logs and documentation of incidents, maintenance activities, and system changes.
- 4. IT Reporting & Documentation
- Prepare, monitor and utilise the IT Budget to support effective performance of IT Service Management Activities.
- Develop training manuals and troubleshooting guides to assist both staff and end users in interacting properly with hardware and software.
- Prepare weekly, monthly, and quarterly IT reports
- Monitor CCTV and report any incidents.
- Education/