IT Infrastructure Support Officer at Equity Bank Rwanda

Equity Bank is one of the region’s leading Banks whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern, inclusive nancial services that maximize their opportunities. With a strong footprint in Kenya, Uganda, Tanzania, Rwanda, DRC and South Sudan, Equity Bank is home to more than 20 million customers – the largest customer base in Africa. Currently the Bank is seeking additional talent to serve in the roles outlined below.

IT INFRASTRUCTURE SUPPORT OFFICER

Key Responsibilities and Accountability

1. Technical Support

• Provide rst-line technical support to end-users, including troubleshooting hardware, software, and network issues.
• Respond to and resolve helpdesk tickets in a timely manner, either in person, remotely, or over the phone.
• Assist with the installation, conguration, and maintenance of computer systems, printers, and other peripherals.
• Set up new user accounts, congure email accounts, and ensure proper access rights.

2. System Maintenance

• Perform regular updates, patches, and upgrades to operating systems, software applications, and security tools.
• Monitor system performance and ensure that all IT systems are functioning properly.
• Backup data and manage disaster recovery processes.

3. User Training and Documentation

• Provide training and support to users on various software applications and IT tools.
• Create and maintain documentation for IT processes, user guides, and FAQs.
• Assist in the development and delivery of IT training sessions for sta.

4. Security and Compliance

• Ensure the implementation and enforcement of security protocols, including antivirus, rewalls, and data encryption.
• Monitor and respond to security alerts and potential threats.
• Assist in ensuring compliance with organizational IT policies and relevant regulations.

5. Asset Management

5.1. Inventory Management

• Maintain an up-to-date inventory of all IT assets, including hardware, software, and licenses.
• Track the lifecycle of each asset from procurement to disposal.
• Conduct regular audits to verify the accuracy of inventory records.

5.2. Asset Allocation and Tracking

• Assign and track the distribution of IT assets to employees and departments.
• Manage the relocation, transfer, and reassignment of IT assets within the organization.
• Ensure that all assets are appropriately tagged and documented.
• 5.3. Procurement and Vendor Management
• Coordinate the procurement of IT assets in line with organizational requirements and budget constraints.
• Manage relationships with vendors, ensuring timely delivery and support for purchased assets.
• Evaluate and negotiate contracts with suppliers for IT hardware and software.

5.4. Maintenance and Support

• Schedule and oversee regular maintenance of IT assets, including upgrades and repairs.
• Ensure warranties and service agreements are up-to-date and utilized eectively.
• Manage the decommissioning and disposal of obsolete or damaged IT assets in compliance with environmental and security standards.

5.5. Reporting and Documentation

• Generate reports on asset utilization, depreciation, and inventory status.
• Document asset management processes, procedures, and guidelines.
• Provide regular updates to management on asset performance, risks, and needs.

5.6. Compliance and Risk Management

• Ensure IT assets comply with organizational policies, licensing agreements, and regulatory requirements.
• Identify and mitigate risks related to asset management, such as data breaches or loss of critical equipment.
• Implement and monitor policies for secure asset disposal and data wiping.

6. Collaboration and Communication

• Work closely with other IT team members to resolve complex issues and improve IT services.
• Communicate eectively with non-technical sta to explain IT issues and solutions.
• Liaise with external vendors and service providers for technical support and procurement.

Qualification, Experience, Skills and Attributes

• Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or a related field.

Professional Certifications:

• CompTIA A+ Certification: A foundational certication for IT technicians, covering essential IT skills.
• Microsoft Certied: Modern Desktop Administrator Associate: This certication is ideal for those supporting Windows desktops.
• Cisco Certied Network Associate (CCNA): Focused on network fundamentals, this certication is valuable for those dealing with networking issues.
• ITIL Foundation Certication: Demonstrates knowledge of IT service management best practices.
• Google IT Support Professional Certicate: A relatively new but well-regarded certication focused on IT support fundamentals.
• HDI Support Center Analyst (HDI-SCA): Certication for those focusing on customer service within IT support.

Skills and Experience:

• Experience with helpdesk and support ticketing systems.
• Knowledge of hardware and software troubleshooting.
• Familiarity with network protocols, operating systems (Windows, macOS, Linux), and common software applications.
• Customer Service Skills: Excellent communication and problem-solving skills to assist users eectively.
• Experience in setting up, maintaining, and troubleshooting end-user devices (desktops, laptops, printers, etc.).
• Ability to work under pressure and manage multiple support requests simultaneously.
• Strong Documentation Skills: Ability to create and maintain detailed records of technical issues and solutions.

If you meet the above requirements, we kindly invite you to submit your application quoting the job opportunity you are applying for to the email address below by 4th September 2024. Please include detailed Curriculum Vitae, copies of the relevant certicates, testimonials, and daytime telephone contact and email address.

Only short-listed candidates will be contacted.

Email to: jobsrwanda@equitybank.co.rw

Equity Bank is an equal opportunity employer. We value the diversity of individuals, ideas, perspectives, insights, values and what they bring to the workplace.