Employer: Pesapal
Location: Uganda
Job Type: Full-time
Category: Information Technology / IT Support / Payments

Job Summary:
Pesapal is seeking an IT Support Officer to provide timely technical support to internal teams, customers and merchants while ensuring the smooth operation, availability and security of IT systems, devices and network infrastructure. The role also involves POS support, payment-system integrations, merchant technology and forecourt management systems.

Key Responsibilities:

• Serve as a first point of contact for business customers and merchants.

• Respond to customer and merchant queries by telephone and email.

• Attend to support tickets and provide timely technical solutions.

• Maintain a high standard of customer service.

• Troubleshoot POS device faults and connectivity problems.

• Resolve transaction failures and minimize merchant downtime.

• Provide first-line support for payment-platform and merchant-system integrations.

• Carry out basic integration testing and issue diagnosis.

• Work with product, engineering and third-party vendors to resolve complex issues.

• Support go-lives, system upgrades and configuration changes.

• Provide technical support for forecourt management systems.

• Monitor system performance and resolve transaction or synchronization issues.

• Maintain records of deployments, incidents, resolutions and system changes.

• Follow up with merchants after resolving technical issues.

• Monitor and maintain internal IT systems, servers and network infrastructure.

• Troubleshoot employee hardware, software and connectivity issues.

• Conduct preventive maintenance and system health checks.

• Install, configure and update internal software and IT tools.

• Configure and maintain network infrastructure, including firewalls and switches.

• Escalate complex technical issues to the IT Manager or vendors.

• Ensure IT systems comply with security standards, access controls and update requirements.

• Maintain incident, maintenance and system-change documentation.

• Support IT budget monitoring and service-management activities.

• Develop training manuals and troubleshooting guides.

• Prepare weekly, monthly and quarterly IT reports.

• Monitor CCTV and report incidents.

Requirements:

• Diploma or Bachelor’s degree in Computer Science, Information Technology or a related field.

• At least 2 years of experience as an IT Support Officer or in a similar position.

• Familiarity with POS integrations is an added advantage.

• Strong troubleshooting skills.

• Knowledge of Microsoft Office 365 tenant administration.

• Hardware and software knowledge covering:

  • Windows

  • macOS

  • Linux

• Ability to configure and maintain networks, including firewalls and switches.

• Strong organizational and time-management skills.

• Ability to manage multiple priorities and deadlines.

• High integrity and confidentiality.

• Strong attention to detail and professionalism.

Relevant Backgrounds:

• IT Support Officer

• IT Support Engineer

• IT Support Technician

• Technical Support Officer

• IT Administrator

• Systems Support Officer

• Helpdesk/Service Desk Officer

• Network Support Officer

• IT Operations Officer

• POS Support Technician

• Payment Systems Support Officer

• Systems Administrator

Added Advantage:

• POS systems experience

• Payment-system integrations

• Merchant technology support

• Network administration

• Microsoft 365 administration

• Firewall and switch configuration

• Experience in fintech, payments or financial technology

What They Offer:

• Exposure to financial technology and payment solutions.

• Professional development and training opportunities.

• Career growth opportunities.

• Opportunity to contribute to Africa’s digital payments ecosystem.

• Fast-paced and dynamic working environment.

• Diverse and inclusive workplace.

How to Apply:
Apply online through the Pesapal careers application portal.

Application deadline: Not stated in the advert.

Best suited for: An IT professional with 2+ years of IT support experience, particularly someone with hands-on knowledge of Windows/Linux/macOS, Microsoft 365, networking, firewalls, switches and POS/payment systems.