IT Support Officer Jobs – Pesapal Uganda

Job Title: IT Support Officer

Organisation: Pesapal Uganda

Duty Station: Kampala, Uganda

About Organisation:

Pesapal provides a simple, safe and secure platform for individuals and businesses to make and accept payments in Africa. Pesapal payments work on a computer as well as directly from a handset. We partner with banks, mobile network operators and credit card companies to give consumers as many payment options as possible.

Job Summary: The IT Support Officer is responsible for providing timely technical support to internal teams and ensuring the smooth operation, availability, and security of IT systems, devices, and network infrastructure.

The role also supports the installation, configuration, maintenance, and troubleshooting of POS machines, assists with system integrations between payment platforms and merchant systems to ensure reliable transaction processing and business continuity.

Working closely with internal teams, merchants, and service providers, the IT Officer plays a key role in minimizing downtime and enhancing user experience.

Key Duties and Responsibilities:

Internal User Support & IT Asset Management

• First point of contact for all business customers and merchants.
• Analyse and respond appropriately to queries from customers/merchants via telephone and e-mail, working towards an appropriate solution
• Attend to all tickets raised by customers, providing timely and innovative solutions to service issues.
• Maintain a strong command of customer service policies and ensure a positive customer experience.

POS, Integrations & Forecourt Systems Support

• Troubleshoot and resolve POS device faults, connectivity issues, and transaction failures to minimize merchant downtime.
• Provide first-line technical support for payment system integrations between Pesapal platforms and merchant systems, including basic testing and issue diagnosis.
• Coordinate with product, engineering teams and third-party vendors to escalate and resolve complex integration or system issues.
• Support go-lives, upgrades and configuration changes for merchant payment solutions to ensure smooth adoption and usage.
• Provide technical support for forecourt management systems, including monitoring system performance and resolving transaction or synchronization issues.
• Maintain accurate records of deployments, incidents, resolutions and system changes related to merchant technology support.
• Follow up with merchants to confirm issue resolution and ensure a positive technical support experience.

IT Systems & Network Management

• Monitor, maintain, and ensure uptime of internal IT systems, servers, and network infrastructure.
• Troubleshoot hardware, software, and connectivity issues for employees.
• Perform preventive maintenance and routine system health checks to minimize disruptions.
• Install, configure, and update internal software and tools in line with IT policies.
• Escalate complex system or network issues to the IT Manager or vendors for timely resolution.
• Ensure systems comply with security standards, including access controls and updates.
• Maintain logs and documentation of incidents, maintenance activities, and system changes.

IT Reporting & Documentation

• Prepare, monitor and utilise the IT Budget to support effective performance of IT Service Management Activities.
• Develop training manuals and troubleshooting guides to assist both staff and end users in interacting properly with hardware and software.
• Prepare weekly, monthly, and quarterly IT reports
• Monitor CCTV and report any incidents.

Qualifications, Skills and Experience:

• Diploma or bachelor’s degree in computer science, IT or a related course
• At least 2 years’ experience as an IT Support or similar position.
• Familiarity with POS integrations is an added advantage

Skills & Competencies Needed:

• Good trouble shooting skills
• Knowledge of Microsoft Office 365 tenant administration
• Hardware and software knowledge of Windows, Macos and Linux
• Able to configure and maintain network configurations including firewalls and switches.
• Excellent organizational skills with the ability to manage multiple priorities and deadlines.
• High level of integrity, confidentiality, attention to detail, and professionalism.

How to Apply:

All suitably qualified and Interested applicants should apply online at the link below.

Opens the employer’s application pageApply Now →

NB: Only shortlisted candidates will be contacted.

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Level of Education: associate degree

Work Hours: 8

Experience in Months: 24