The position ensures the reliable, secure, and efficient delivery of IT services and business applications across the organization. The role covers end-user and enterprise system support, infrastructure and security management, IT project leadership, asset and resource oversight, and vendor performance monitoring. By aligning IT operations with business objectives, the IT Engineer drives operational efficiency, enhances user satisfaction, and supports the achievement of strategic organizational goals.

The position will report to the Manager – Information Systems.

Key Accountabilities

• Implement and realise business goals as set by management through the M-IS for the Information Systems department.
• Provide first and second-line support for enterprise/business applications. (ERP, Metering, Asset Management, Drawing, Audit platform, etc)
• Troubleshoot and resolve application-related incidents and service requests.
• Liaise with vendors and internal development teams for escalation and problem resolution.
• Document recurring issues and recommend permanent fixes.
• Assess user requirements for hardware and software computing tools.
• Procuring, deploying, maintaining computers, laptops, printers, and other peripherals.
• Ensuring that hardware is regularly upgraded or replaced in line with Company’s needs and policy.
• Installing, upgrading and configuring new software for end-users.
• Managing databases, ensuring they are properly secured, maintained and optimized for performance.
• Perform regular software updates, patching, and troubleshooting of applications used within the organization.
• Enforce endpoint security controls (antivirus, encryption, access management, device monitoring) on all staff computers and devices.
• Assist in incident response activities, including containment, investigation, and reporting of security incidents.
• Plan, coordinate, and manage the implementation of assigned IT projects from conception, justification to closure.
• Define project scope, deliverables, timelines, and resource requirements in collaboration with stakeholders.
• Monitor project progress, manage risks, and ensure timely resolution of issues.
• Coordinate with vendors, service providers, and internal teams to deliver solutions within budget and scope.
• Prepare project status reports and communicate progress to management and stakeholders.
• Ensure projects are delivered in line with organizational objectives, standards, and quality requirements.
• Continuously improve and update one’s knowledge in the relevant technological areas to identify new ways of achieving efficiencies.
• Offering training and support on new technologies or systems to users.
• Coordinate user onboarding and offboarding activities with admins and contractors on different systems.
• Provide end-user support on key line-of-business (LOB) applications, including the ERP (Microsoft Dynamics 365).
• Assist users by answering queries, resolving incidents, and ensuring a high level of user satisfaction.
• Develop, maintain, and administer the user support systems (Helpdesk/ticketing platform).
• Deliver technical assistance to employees, including troubleshooting hardware, software, and connectivity issues.
• Handle service requests such as password resets, software installations, and device configurations.
• Generate and present regular service delivery reports to track performance, trends and improvement opportunities.
• Monitor and ensure that service level agreements (SLAs) are achieved, including oversight of third-party vendors (e.g., hardware suppliers).
• Manage assigned Company resources in a prudent and cost-effective manner.
• Managing inventories of IT equipment and overseeing asset management.
• Ensure users are assigned appropriate information systems tools and rights that allow them to undertake their tasks efficiently.
• Participate in the preparation and implementation of the departmental budget.
• Comply with Company safety, health and environmental policies at all times.

To be successful in this role, you will be required to have:

• Degree in Computer Science, Information Technology, Engineering, or equivalent.
• Certification in IT service management frameworks such as ITIL
• At least 3 years post-graduate experience
• Hands-on experience in supporting enterprise business applications (ERP, CRM, HR, Finance systems, etc.).
• Proficiency in Windows, macOS, and common productivity tools (MS Office, Outlook, etc.)
• Experience in supervising or mentoring a small support team is an added advantage.
• Project Management & Planning – Ability to manage IT projects and deliver within scope, time, and budget.
• Operating Systems – Strong knowledge of Windows, Linux, and Unix environments.
• Proficient in Database Management (MSSQL, MySQL, Oracle)
• Storage Technologies – Familiarity with SAN and NAS network storage solutions.
• Networking & Security – Understanding of LAN/WAN, VPNs, endpoint protection, and patch management.
• Enterprise & Business Applications – Experience supporting ERP systems (e.g., Microsoft Dynamics 365), Microsoft Office 365, Webservers and Microsoft Exchange Server.
• End-User Support – Skilled in troubleshooting hardware, software, and connectivity issues, with hands-on helpdesk experience.
• Cloud & IT Service Management – Exposure to cloud platforms (Azure, AWS) and familiarity with ITIL-based service delivery and ticketing systems.