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We are seeking a highly skilled and solutions-oriented Senior IT & Process Support Officer to join our team. The ideal candidate will provide reliable IT support, maintain network and hardware infrastructure, strengthen user and system security, and support the continuous improvement of business processes.

Position Summary

JOB TITTLE; SENIOR IT & PROCESS OFFICER

DEPARTMENT; IT

REPORTS TO; IT SUPPORT LEAD

DUTY STATION; HEAD OFFICE – KAMPALA UGANDA however 50% field activity

Role Summary;

As a Senior IT Support Officer, you will provide reliable IT support to the Head Office and branches in line with the organization’s IT policies and standards. The role is responsible for resolving escalated technical issues, administering systems and software, supporting network infrastructure, and overseeing hardware setup and maintenance. You will also contribute to IT projects and process improvements, ensuring secure, efficient, and uninterrupted business operations.

Roles and Responsibilities;

• Responsible for supporting computer systems. Troubleshooting problems, configuring hardware and software, implementing, and adapting new tools and setups
• Provide support to the existing LAN/WAN network environment and implement new elements to it, such as routers, switches, and wireless infrastructure
• Administer the helpdesk system and ensure that tickets are properly assigned, generate weekly and monthly reports from the helpdesk for departmental assessment requirements
• Completing system installs and upgrades. Installing new systems and implementing upgrades as needed. Conducting consistent analyses of a company’s computer systems to determine if existing components meet the company’s needs and perform upgrades or updates as needed
• Timely preparing HW and SW for company’s employees
• Keeping track with our IT asset inventory, conducting IT item orders and keeping stock
• Technical support and maintenance of the office equipment – such as printers, scanners, and peripherals
• Setting up call center accounts and softphones, following up with structure, integration and troubleshooting in the company’s call center system solution
• Installing, troubleshooting and supporting any other apps or programs which might be implemented in the future to any of the company’s departments (supporting officers in front and back ends)
• Working hand in hand with IT Admin to cover and commence efficient IT support operations within the company
• Prepare internal reports

MINIMUM JOB REQUIREMENTS

• Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field
• 4+ years of progressive experience in IT support, systems administration, and network administration

Technical & Functional Skills

• Strong knowledge of TCP/IP, DNS, DHCP, firewalls, VPNs, and network troubleshooting
• Hands-on experience with Windows Server, Active Directory, Linux, and macOS
• Skilled in hardware installation, maintenance, repair, cabling, and troubleshooting, including laptops, printers, CCTV, and network equipment
• Experience managing user accounts, permissions, access controls, and IT security
• Knowledge of ITIL, help desk support, incident management, and IT standards
• Experience supporting system upgrades, deployments, and IT projects
• Proficient in Google Workspace (Docs, Sheets, Slides, Drive) for reporting, analytics, and process improvement
• Knowledge of data and software security best practices
• Experience with Google Data Studio/Looker Studio is an added advantage
• Strong problem-solving, communication, leadership, and teamwork skills
• Relevant IT certifications (ITIL, CompTIA, Microsoft, or Cisco) are an added advantage

Behavioral skills:

• Excellent communication skills – speech, presentation, and written communication
• High attention to detail and internal quality control, good organizational skills
• Strong interpersonal skills and ability to work harmoniously in an organization with diverse business operations

People & Leadership Skills

• Must adhere to the company code of conduct
• Embraces, leads, and embeds change
• Must actively demonstrate the values of Watu
• Must lead, attend, and participate in team meetings
• Motivates, coaches, and develops others
• Clear Communication and active listening skills
• Strong Ethics and Standards

How to Apply;

Interested and qualified candidates are invited to submit their updated CVs via the link below.

https://watu.applytojob.com/apply/zF8QFFuAem/Senior-IT-Process-Officer

Deadline: Monday, 17th August 2026.