The ICT Support Officer role is responsible for supporting all aspects of the ICT systems and
services at Hofokam. Additionally, the role includes responsibility for ensuring the security and
integrity of computer operations and systems development in accordance with Hofokam’s
strategic plan & ICT plan.

Key Responsibility Areas
• Provide first point of IT Support contact for all Hofokam staff.
• Installing and configuring computer hardware operating systems and applications.
• Perform End of day Processes for the Banking system.
• Troubleshoot technical issues to resolution and/or escalate to System vendors/Service
• providers.
• Log all incidents and service requests in Hofokam’s designated Helpdesk system.
• Manage Helpdesk tickets, planning and prioritizing systematically to minimize backlog and
• ensure operational efficiency.
• Ensure system and data security is maintained at a high standard, ensuring the integrity of
• the Hofokam network is not compromised.
• Expedite the repair of hardware faults and software configuration problems, notifying or
• forwarding to relevant suppliers in a timely manner.
• Monitor performance of Hofokam Computer systems, ensuring issues are appropriately
• escalated and resolved.
• Provide technical assistance to project teams and undertake technical project roles when
• required; supporting the roll-out of new applications and solutions.
• Demonstrate commitment to and promotion of a culture of service excellence and
• continual improvement within the IT team.
• Assist with ongoing development of related policies and procedures, including appropriate
• controls around organizational change management.

Qualifications, Skills & Experience:
• Education
• Minimum of a Diploma in IT/Computer science/Networking/Database
• Administration/Hardware installations or related qualifications.
• Experience
• At least 1 years’ experience working in a busy institution as an IT support officer/System
• administrator.

Skills:
• Ability to translate business requirements into technical solutions.
• Ability to provide solutions to complex technical problems in a creative and analytic manner.
• Good team player
• Excellent interpersonal, written and oral communication skills
• Excellent capacity to present and to explain the information, influence and persuade others, as well
• as promote understanding and consensus.
• Ability to balance, prioritizes, and organize multiple tasks.
• High level of energy, creativity, flexibility, enthusiasm and commitment self-confidence and
• initiative.
• Accuracy, attention to detail and awareness of deadlines.
• Hard working self-starter with initiative.
• Relevant IT/industry experience and/or qualifications/experience in the following areas:
• Database Management and Administration
• Network Installation and Management
• Hardware and Software installation and repairs.
• Unix/Linux Administration
• Kaspersky Antivirus Administration server Management
• Data backup and restoration.
• Sever installation and Management.
• Microsoft Exchange Server
• Active Directory administration skills