Branch Infrastructure and Technology (BIT) Junior Officer – Unifi Zambia

Job Description

Job Summary:

The Branch Infrastructure and Technology (BIT)Junior Officer provides first-line technical support to internal staff and clients, responding to issues and queries related to Branch Infrastructure i.e. Unifi facilities, hardware, software, network, and telecommunications systems. The officer is responsible for ensuring the smooth operation of IT systems, troubleshooting issues, and escalating problems to senior IT personnel when necessary.

Key Responsibilities:

Helpdesk Support:

Respond to IT-related issues and queries via email, phone, or in person.
Log and track all incidents and service requests, ensuring timely and effective resolution.
Provide technical assistance and support for incoming queries related to computer systems, software, and hardware.
Troubleshoot system and network problems, diagnosing and resolving hardware or software faults.

Hardware & Software Maintenance:
Assist in the setup, configuration, and maintenance of desktop computers, laptops, printers, and peripherals.
Install, configure, and update software and hardware according to company policies.
Ensure all equipment is properly maintained and provide support for hardware repairs and upgrades.

Network & Systems Support:
Provide basic network and server support, escalating more complex issues to the appropriate team members.
Monitor and maintain the company’s computer systems and networks, ensuring availability and performance.
Assist with user account management, including password resets and access permissions.

Documentation & Reporting:
Document issues, resolutions, and help desk processes to improve team knowledge and efficiency.
Maintain inventory of IT assets, ensuring proper logging and tracking of equipment.
Assist in the development of user guides and training materials for staff.

Training & Support:
Provide orientation and guidance to staff on how to operate new software and computer equipment.
Assist with the onboarding of new employees by setting up their workstations and configuring necessary software.
Facilities Maintenance
Conduct routine inspections of Unifi branches and office buildings.
Support minor repairs or upgrades to office utilities, such as power backup and light fixtures.
Liaise with vendors for major facility repairs and service requests.
Ensure branding elements, such as digital signage, posters, and displays, are functioning and visually appealing.
Conduct regular checks on the condition of physical branding (e.g., banners, signs).
Coordinate with vendors for branding updates, repairs, or replacements.

Qualifications:

Education:

Diploma or degree in Information Technology, Computer Science, or a related field.

Experience:

1-2 years of experience in a similar role providing IT support.
Experience with Windows operating systems,Google Workspace, Microsoft Office Suite, and network troubleshooting.

Skills:

Strong understanding of computer hardware, software, and networks.
Good communication and customer service skills.
Ability to diagnose and resolve basic technical issues.
Familiarity with remote desktop applications and helpdesk software (e.g., Spiceworks etc.).
Ability to work both independently and as part of a team.
Electrical knowledge – Power backup solutions

Preferred Qualifications:

Knowledge of ITIL practices.
Basic experience in server management or networking.
Personal Attributes:
Ability to remain calm and patient under pressure.
Eagerness to learn and grow within the field of building infrastructure and technology.
Attention to detail and a proactive attitude towards problem-solving.
Ability to work well under supervision and follow instructions carefully.
Strong organisational and time management skills.

Working Conditions:

Onsite support and remote troubleshooting.
Occasional travel to other branch offices may be required.
May need to work outside regular hours to resolve critical issues.