Job Title: IT Officer
Company: Emerging Cooking Solutions (Zambia) Limited, trading as SupaMoto
Reporting to: IT, R&D Manager
Location: Lusaka, Zambia
Terms: 3 Months Probation

About Us:
Emerging Cooking Solutions (Zambia) Limited, trading as SupaMoto, is a leading player in the Advanced Biomass Cooking sector, dedicated to positive global impacts. As a Zambian/Swedish joint venture, we introduce clean-burning modern cook-stoves that use renewable cooking fuel pellets, Our locally produced pellets are an affordable and eco-friendly alternative to charcoal, promoting environmental sustainability and addressing the challenge of deforestation.
We are a young, dynamic start-up company and a leader in the Advanced Biomass Cooking sector, committed to creating positive impacts globally. From humble beginnings, we have cultivated a vibrant spirit and now boast excellent potential for growth. As we flourish, we seek an energetic and committed professional to join our team as IT Officer. In line with the company’s origins, we seek a committed and dynamic individual who can grow into the team and the role. The right person will be eager and brilliant, with strong interpersonal skills, integrity, and a love for systems and processes.

Position Overview:

As the IT Officer, you will play a crucial role in ensuring the smooth functioning of our daily IT operations. You will provide first line support to maintain the organization’s computer systems, both hardware and software and other peripheral equipment to ensure optimal performance so that end users can maintain a high level of productivity.

Responsibilities:

MAJOR TASKS:

Network Maintenance and Support

• Manage and monitor network infrastructure, including routers, switches, firewalls, and VPNs ensuring consistent peak performance.
• Monitor network traffic, troubleshoot connectivity issues, and optimize performance.

System Administration and Troubleshooting

• Administer and maintain IT infrastructure components.
• Install, configure, and maintain computer hardware, software and networks.
• Troubleshoot hardware and software issues.
• Provide support to users, including troubleshooting and resolving IT-related problems backed by accurate documentation through the ticketing system.

System Monitoring and Maintenance

• Ensure security of IT systems, including data backup, antivirus protection, and access controls.
• Maintain and perform routine safety checks on computer and power backup
  systems.
• Perform regular IT audits to ensure systems are functioning optimally and securely.

Documentation and Reporting

• Enforce IT policies, procedures, and standards to ensure compliance and security.
• Document IT systems, network configurations, and procedures for knowledge sharing and user training.
• Maintain up-to-date inventory of all IT devices and software licenses.
• Prepare monthly network performance reports and metrics.

User Support and training

• Provide timely and effective technical support to end-users.
• Conduct user training sessions on device usage, security protocols, and best practices.
• Assist with onboarding new employees regarding IT policies and tools.

MINOR TASKS:

• Evaluate and recommend new technologies, tools, and solutions to improve overall IT efficiency and productivity.
• Collaborate with other departments to understand IT needs and requirements.
• Plan and execute relevant updates.
• Set up accounts for new users.
• Maintain consistent adherence to SLAs by service vendors.
• Other ad hoc tasks as assigned by supervisor.

KEY PERFORMANCE INDICATORS (KPIs):

Service Desk Metrics

• Ticket resolution time: aim for less than 30 minutes for critical incidents.
• User satisfaction score: aim for at least 4.0 USS score (on a scale of 1 – 5).

Network Performance Metrics

• Network uptime: aim for at least 90% availability.
• Network latency and bandwidth: Keep latency low (e.g., <50ms) and bandwidth utilization well balanced.
• Inventory accuracy: Maintain 95% accuracy rate.

System Uptime and Reliability

• Server and core devices uptime: Aim for at least 90% availability.
• Mean Time Between Failures (MTBF): aim for at least 1000 hours.
• Scheduled maintenance window adherence: aim for adherence of 95% or higher.

Documentation and Reporting

• Documentation accuracy rate: aim for at least 90% accuracy.
• Documentation completeness: ensure all critical areas have comprehensive documentation.
• Reporting: deliver reports within the specified reporting period.

Skills requirements:

• Effective communication, including writing, speaking and interpersonal communication.
• Excellent troubleshooting and problem solving skills.
• Ability to multitask and prioritize work under pressure.
• A keen eye for detail and accuracy in work.
• Excellent organization skills.
• Technical documentation.
• Ability to exercise good judgment and effectiveness in working with a high performing team.
• Team-oriented attitude.

Requirements:

• Minimum Degree in IT, Computer Science or any related field.
• Familiar with networking principles.
• Excellent troubleshooting skills.
• Proficient in Windows OS and MS Office suite.
• Familiarity with Linux and macOS.
• Eagerness to learn and contribute to a dynamic team.
• Any networking certifications (e.g. CCNA, CompTIA).
• 1 year + experience working in a high performing environment