d.light is a global social enterprise which was initially founded to eradicate the kerosene lamp for the 2 billion people living without access to reliable power. Since the company was founded in 2006, d.light has enabled 50 million people in Africa and South Asia to upgrade from dim, dangerous and expensive kerosene lanterns to clean, bright and affordable solar-powered lighting and is well on its way to achieving ahead of schedule the original vision of empowering 100 million people by 2020. With an expanding product range currently distributed in over 15,000 retail outlets in over 60 countries to over 50 million customers and with an increasingly recognized brand, d.light’s vision and our customer’s needs have grown beyond the eradication of the kerosene lantern. We believe we can build on this powerful foundation to provide affordable solar energy solutions for families that are not connected to the grid. We believe market development for solar is akin to the early stages of the mobile phone industry - rapidly growing consumer-driven adoption of the latest global technology leapfrogging less functional and more costly utility-based alternatives.
Job Overview
The IT Support Officer provides day-to-day technical support to staff, ensuring IT systems, networks, and business applications function efficiently. The role focuses on prompt issue resolution, routine system maintenance, and proper escalation of technical issues to ensure minimal downtime across the organization.
Key Responsibilities
End-User & Helpdesk Support
- Provide first-line technical support for hardware, software, and connectivity issues.
- Log, track, and resolve IT tickets using the approved helpdesk system (e.g, Jira).
- Communicate clearly with users on issue status and resolution timelines.
- Guide users on basic IT processes and proper use of systems.
Systems & Network Support
- Perform routine checks on computers, printers, and IT equipment.
- Troubleshoot basic LAN/Wi-Fi and internet connectivity issues.
- Assist with installation of LAN points and network access equipment.
- Escalate complex network or system issues when required.
IT Asset & Equipment Management
- Set up and configure new laptops, desktops, and peripherals.
- Support routine maintenance and troubleshooting of IT equipment.
- Assist with tracking, assignment, and documentation of IT assets.
Platforms & Application Support
- Provide frontline support for business applications and internal tools.
- Support sales and contact center users with application and device issues.
- Escalate critical platform or service issues to relevant internal or external teams.
Vendor & Service Coordination
- Support fault reporting and follow-up with internet and SIP service providers.
- Assist in monitoring service stability and reporting outages.
Requirements
- Good knowledge of computer hardware, operating systems, and office productivity applications.
- Good understanding of networking and internet connectivity.
- Experience using an IT helpdesk or ticketing system.
- Good communication, problem-solving, and customer support skills.
- Ability to work independently, follow procedures, and escalate issues appropriately.
Method of Application
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