At d.light, we are on a mission to transform the lives of 1 billion people with sustainable products. The IT Officer plays a critical role in this mission by ensuring our digital infrastructure; the backbone of our PayGo solar and Fintech operations;is reliable, secure, and efficient. You will be responsible for end-to-end system administration, hardware maintenance, and providing world-class support to our distributed teams across Zambia.

Key Responsibilities

1. Infrastructure & Hardware Management

• Device Lifecycle: Manage and maintain all technology equipment, including networking devices, firewalls, laptops, tablets, and smartphones.
• Setup & Config: Install and configure software and hardware, including peripherals like printers and network cards.
• Maintenance: Perform routine repairs on IT equipment and peripherals.
• Asset Security: Institute and enforce protocols for IT use across all departments and projects.

2. Software, Cloud & Call Center Support

• Suite Administration: Manage Google Workspace, Microsoft Office Suite, and internal CRM/ERP systems.
• Communication Tech: Maintain Call Center systems (SIP, Telephony, Call Center Software, and others) and VOIP Gateways.
• License Management: Maintain software licenses and manage upgrade schedules to ensure compliance and security.

3. Network & Operations

• Monitoring: Conduct routine monitoring of system and network performance (LAN/WAN) to ensure 24/7 uptime.
• Backups & Recovery: Execute maintenance activities, data restoration, and system backups according to set schedules.
• Fintech Integration: Perform mobile money payment reconciliations, collaborating with the business desk and providers to ensure seamless transaction processing.

4. User Support & Troubleshooting

• Hybrid Support: Provide high quality in-house and remote technical support and training for all staff.
• Escalation: Act as the primary link between end users and higher level support or external vendors.
• Vendor Management: Work closely with vendors for specialized troubleshooting and rapid service restoration.

Key Performance Indicators (KPIs)

• Service Excellence: Timely response and resolution of Help Desk tickets as per SLAs.
• Efficiency: Optimization of Mean Time to Resolve (MTTR) and Mean Time to Repair.
• Resolution Quality: High percentage of First Level Resolutions.
• Reliability: Maintaining maximum Systems Uptime across all office locations as per SLAs..

Desired Skills and Experience

Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.

Experience: Minimum of 3 years in an IT Officer role or closely related technical position.

Technical Knowledge:

• Strong grasp of TCP/IP protocols, LAN/WAN configuration, and Cloud Systems.
• Proficiency in Windows, Linux, and Mac Operating Systems.
• Hands-on experience with Network Management and Help Desk support.

Soft Skills:

• Logical thinker with the ability to identify challenges requiring immediate vendor escalation.
• Excellent communication and interpersonal skills for training non-technical staff.
• Strong organizational abilities with high attention to detail.

• Manage and maintain all technology equipment, including networking devices, firewalls, laptops, tablets, and smartphones.
• Install and configure software and hardware, including peripherals like printers and network cards.
• Perform routine repairs on IT equipment and peripherals.
• Institute and enforce protocols for IT use across all departments and projects.
• Manage Google Workspace, Microsoft Office Suite, and internal CRM/ERP systems.
• Maintain Call Center systems (SIP, Telephony, Call Center Software, and others) and VOIP Gateways.
• Maintain software licenses and manage upgrade schedules to ensure compliance and security.
• Conduct routine monitoring of system and network performance (LAN/WAN) to ensure 24/7 uptime.
• Execute maintenance activities, data restoration, and system backups according to set schedules.
• Perform mobile money payment reconciliations, collaborating with the business desk and providers to ensure seamless transaction processing.
• Provide high quality in-house and remote technical support and training for all staff.
• Act as the primary link between end users and higher level support or external vendors.
• Work closely with vendors for specialized troubleshooting and rapid service restoration.

• Strong grasp of TCP/IP protocols, LAN/WAN configuration, and Cloud Systems.
• Proficiency in Windows, Linux, and Mac Operating Systems.
• Hands-on experience with Network Management and Help Desk support.
• Logical thinker with the ability to identify challenges requiring immediate vendor escalation.
• Excellent communication and interpersonal skills for training non-technical staff.
• Strong organizational abilities with high attention to detail.

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 3 years in an IT Officer role or closely related technical position.