Senior IT & Process Officer – Watu Credit Uganda

• Provide technical support for the organization's computer systems.
• Diagnose and troubleshoot hardware, software, operating system and connectivity problems.
• Configure computer hardware and software.
• Implement and adapt new IT tools, systems and configurations.
• Resolve escalated technical issues in a timely and professional manner.
• Provide IT support to Head Office and branch users.
• Support front-end and back-end users across different departments.
• Ensure reliable and uninterrupted IT operations.
• Work closely with the IT Administrator to maintain efficient IT support operations.

• Support the existing LAN/WAN network environment.
• Implement new network infrastructure where required.
• Configure and support routers, switches and wireless infrastructure.
• Troubleshoot network connectivity problems.
• Monitor network performance and identify potential issues.
• Support network infrastructure across branches and field locations.
• Apply appropriate network security practices.

• Administer the organization's helpdesk system.
• Ensure IT support tickets are properly assigned and tracked.
• Monitor ticket resolution and service delivery.
• Ensure technical issues are resolved within appropriate timelines.
• Generate weekly and monthly helpdesk reports.
• Analyze helpdesk information to support departmental performance assessment.
• Identify recurring technical problems and recommend corrective measures.
• Support effective incident management and IT service management practices.

• Install new computer systems and IT equipment.
• Perform system upgrades and updates.
• Analyze existing computer systems to determine whether they meet business requirements.
• Recommend hardware and software upgrades where necessary.
• Implement approved systems and technology improvements.
• Support deployment of new applications and IT solutions.
• Ensure new systems are configured correctly and securely.

• Prepare hardware and software for new and existing employees.
• Install and configure laptops, desktops and other computing equipment.
• Troubleshoot and maintain computers and peripherals.
• Provide technical support for printers, scanners and other office equipment.
• Support CCTV and network equipment where required.
• Carry out hardware maintenance, repair and troubleshooting.
• Ensure IT equipment is properly configured and operational.

• Maintain accurate IT asset inventory records.
• Track company IT equipment and devices.
• Monitor IT stock levels.
• Initiate orders for required IT items.
• Maintain appropriate stock records.
• Ensure issued IT equipment is properly recorded and accounted for.
• Support lifecycle management of IT assets.

• Set up call centre user accounts.
• Configure and support softphones.
• Troubleshoot call centre technical issues.
• Follow up on call centre system structure and integrations.
• Support integration of the call centre system with relevant business applications.
• Provide technical assistance to users of the company's call centre solution.

• Install and troubleshoot business applications.
• Support existing software solutions used across departments.
• Assist with implementation of new applications and programmes.
• Provide technical support to users of front-end and back-end systems.
• Monitor application-related issues and coordinate resolution where necessary.
• Support future technology solutions introduced within the organization.

• Manage user accounts and permissions.
• Configure appropriate access controls.
• Support secure user authentication and authorization.
• Apply IT security best practices.
• Protect company systems and information against unauthorized access.
• Support security of hardware, software and network infrastructure.
• Assist in identifying and resolving potential security vulnerabilities.
• Ensure IT operations comply with organizational security policies.

• Participate in IT projects and technology implementations.
• Support system deployments and upgrades.
• Identify opportunities to improve IT processes.
• Contribute to business process improvement initiatives.
• Analyze existing processes and recommend more efficient approaches.
• Support the implementation of technology solutions that improve business operations.
• Promote efficient, secure and reliable IT service delivery.

• Prepare internal IT reports.
• Generate weekly and monthly helpdesk reports.
• Maintain accurate IT asset and support documentation.
• Document recurring technical issues and resolutions.
• Provide relevant information to the IT Support Lead and IT management.
• Support data-driven IT and process improvement decisions.

• A Bachelor's Degree or Diploma in Information Technology, Computer Science or a related field.
• Relevant professional IT certifications are an added advantage.

• ITIL
• CompTIA
• Microsoft certifications
• Cisco certifications
• Other relevant infrastructure, networking or systems administration certifications

• At least 4 years of progressive experience in:
  • IT support
  • Systems administration
  • Network administration
  • IT infrastructure support
• Experience supporting users in a business environment.
• Experience handling escalated technical issues.
• Experience supporting branch or multi-location IT environments is an advantage.
• Experience participating in IT projects, deployments and upgrades.

• TCP/IP
• DNS
• DHCP
• LAN/WAN
• Firewalls
• VPNs
• Routers
• Switches
• Wireless networks
• Network troubleshooting
• Network security

• Windows Server
• Active Directory
• Linux
• macOS
• Desktop operating systems
• User and permission management

• Laptops
• Desktop computers
• Printers
• Scanners
• CCTV equipment
• Network equipment
• Cabling
• Hardware repair and maintenance

• Helpdesk support
• Incident management
• ITIL principles
• IT standards
• Ticket management
• Service reporting

• Google Docs
• Google Sheets
• Google Slides
• Google Drive

• User account management
• Access control
• Permissions management
• Endpoint security
• Network security
• Data security
• Software security
• Security best practices
• Secure system configuration

• Excellent verbal communication
• Strong written communication
• Presentation skills
• Active listening
• High attention to detail
• Strong organizational skills
• Internal quality-control awareness
• Strong interpersonal skills
• Problem-solving ability
• Leadership
• Teamwork
• Adaptability
• Ability to work with diverse business teams
• Professionalism
• Integrity

• Adhere to the company's Code of Conduct.
• Embrace, lead and embed change.
• Demonstrate Watu's organizational values.
• Participate actively in team meetings.
• Lead team discussions when required.
• Motivate, coach and develop colleagues.
• Communicate clearly and listen actively.
• Maintain strong ethical and professional standards.

• Senior IT Support Officers
• IT Support Specialists
• Systems Administrators
• Network Administrators
• IT Infrastructure Specialists
• Technical Support Engineers
• IT Service Desk Analysts
• IT Operations Officers

• IT support
• Systems administration
• Network administration
• IT infrastructure
• Helpdesk management
• Technical troubleshooting

• Number of users supported.
• Number of branches supported.
• Number of devices managed.
• Number of tickets resolved.
• Reduction in ticket resolution time.
• Network uptime improvements.
• Number of system deployments completed.
• IT assets managed.

• Active Directory permissions
• User access controls
• VPNs
• Firewalls
• Endpoint security
• Security policies
• Data protection
• Secure configurations

• Improved an IT process.
• Automated a task.
• Improved helpdesk operations.
• Reduced recurring incidents.
• Improved reporting.
• Implemented a new system.
• Improved asset tracking.
• Streamlined user onboarding.

• Your years of IT experience.
• IT support and systems administration experience.
• Network administration expertise.
• Windows Server and Active Directory experience.
• Hardware and software troubleshooting.
• Helpdesk and incident management.
• IT security and access management.
• Branch or field support experience.
• IT asset management.
• System upgrades and deployments.
• Process improvement experience.
• Google Workspace proficiency.
• Your ability to work independently and lead others.

1. Tell us about yourself and your IT experience.
2. Why are you interested in the Senior IT & Process Officer position?
3. Why would you like to work for Watu Credit?
4. What makes you suitable for a senior IT support position?
5. Describe your experience supporting multiple locations.

1. Explain the difference between TCP and UDP.
2. What is DNS and how would you troubleshoot a DNS problem?
3. What is DHCP and why is it important?
4. How would you troubleshoot a user who cannot access the network?
5. What steps would you take when a branch loses internet connectivity?
6. What is the difference between a router and a switch?
7. How does a VPN work?
8. How would you troubleshoot slow network performance?
9. What factors would you consider when securing a LAN/WAN environment?

1. What is Active Directory?
2. How do you create and manage users in Active Directory?
3. How would you troubleshoot a user who cannot log into their computer?
4. What are Group Policies and how have you used them?
5. How would you manage permissions for users and groups?
6. What steps would you take to secure an Active Directory environment?

1. How do you prioritize IT support tickets?
2. What is incident management?
3. How would you handle a critical IT incident affecting an entire branch?
4. How do you measure helpdesk performance?
5. What information would you include in a monthly helpdesk report?
6. How do you identify recurring incidents and prevent them from happening again?

1. How would you troubleshoot a laptop that will not boot?
2. How would you troubleshoot a printer that is not responding?
3. How do you manage IT assets across different locations?
4. How would you handle a technical emergency while working in the field?

1. How do you manage user access and permissions securely?
2. What are the most common IT security risks in an organization?
3. How would you respond if a user's account appeared compromised?
4. How would you secure company laptops and endpoints?
5. What is the importance of least-privilege access?

1. Tell us about a process you improved in your previous IT role.
2. How can IT help improve business efficiency?
3. How would you identify an inefficient business process?
4. Describe an IT project you have participated in.
5. How would you measure whether a process improvement was successful?

1. Tell us about a difficult technical problem you solved.
2. Describe a time you worked under significant pressure.
3. Tell us about a time you had to deal with a difficult user.
4. Describe a time you made a technical mistake and how you corrected it.
5. How do you manage competing technical priorities?
6. How do you coach junior IT staff?

• Troubleshooting a network connection.
• Configuring a Windows user account.
• Diagnosing an Active Directory login issue.
• Troubleshooting DNS or DHCP.
• Identifying a hardware failure.
• Resolving a printer/network issue.
• Reviewing helpdesk tickets and prioritizing incidents.
• Setting up a workstation.
• Diagnosing a VPN connection.
• Identifying basic security vulnerabilities.
• Designing a simple branch network.
• Analyzing an IT support report.

• Bachelor's Degree or Diploma in IT, Computer Science or related field.
• At least 4 years of relevant IT experience.
• IT support experience.
• Systems administration experience.
• Network administration experience.
• Windows Server knowledge.
• Active Directory experience.
• Linux and macOS knowledge where applicable.
• TCP/IP, DNS and DHCP knowledge.
• Firewall and VPN experience.
• Hardware troubleshooting.
• Helpdesk and incident management.
• IT security and access management.
• Google Workspace proficiency.
• IT project and deployment experience.
• Process improvement experience.
• Relevant IT certifications where applicable.
• Strong communication and leadership skills.