Job Purpose

To provide reliable IT support, maintain IT infrastructure and systems, and ensure the availability, security and effective operation of technology services supporting Twyford International Uganda’s business and warehouse operations.

Key Responsibilities

1. IT Support and User Assistance

• Provide first-line and second-line technical support to employees.
• Diagnose and resolve hardware, software, network and system-related issues.
• Install, configure and maintain computers, printers and other IT equipment.
• Create and manage user accounts and access permissions in accordance with company policies.
• Maintain accurate records of IT assets and equipment.

2. Network and Infrastructure Support

• Support the installation, configuration and maintenance of local area networks and internet connectivity.
• Monitor network performance and troubleshoot connectivity issues.
• Support the maintenance of servers, switches, routers, access points and other network equipment.
• Coordinate with service providers to resolve internet and connectivity challenges.

3. Systems and Business Applications

• Provide support for ERP, warehouse management and other business systems.
• Support users in the use of relevant IT systems and applications.
• Escalate system issues to relevant technical teams or service providers where necessary.
• Support system updates, testing and implementation.

4. IT Security and Data Protection

• Implement and monitor basic IT security controls.
• Support antivirus, endpoint protection and system security measures.
• Assist with user access control and password management.
• Support regular data backup procedures.
• Report suspected security breaches, unauthorized access or other IT risks.

5. IT Asset and Equipment Management

• Maintain an updated IT asset register.
• Monitor the condition and utilization of IT equipment.
• Coordinate repairs, maintenance and replacement of IT equipment.
• Ensure IT equipment is properly configured, secured and maintained.

6. Warehouse and Operational IT Support

• Support IT systems used in warehouse operations, including inventory and stock management systems.
• Support barcode scanners, printers, computers and other technology used in warehouse operations.
• Ensure IT systems supporting receiving, issuing, documentation and stock control are operational.
• Provide timely technical support to minimize operational disruptions.

7. Reporting and Documentation

• Maintain accurate records of IT incidents, repairs and service requests.
• Prepare IT performance and incident reports.
• Document IT procedures and troubleshooting solutions.
• Monitor IT-related risks and recommend improvements.

Qualifications and Experience

• Diploma or Degree in Information Technology, Computer Science, Information Systems or a related field.
• 2–4 years of experience in IT support, systems administration or a related role.
• Experience supporting ERP systems, warehouse management systems and network infrastructure is an advantage.
• Knowledge of computer hardware, networking and cybersecurity principles.

Key Competencies

• Strong troubleshooting and problem-solving skills.
• Good knowledge of hardware, software and networking.
• Strong customer service and user-support skills.
• Good communication and interpersonal skills.
• Ability to work independently and under pressure.
• Strong attention to detail.
• Integrity and confidentiality.