Job Title: IT Support Officer

Duty location: Headquarters

Job Opening: 17th June 2021

Application Deadline: 30th June 2021

About Tugende

Tugende is a for-profit social enterprise providing asset and SME finance, leasing, insurance, and financial literacy to new customers, and consumer finance to qualified existing customers

It was formally established in 2012 in Uganda and is a technology-enabled asset financier of income-generating assets for proven entrepreneurs, using a lease-to-own product to offer an affordable path to ownership of these assets. Tugende empowers customers unable to access formal credit and has financed over 35,000 customers.

About this job

We are looking for a competent and motivated IT Support Officer that can work with little direction to provide IT solutions to the IT challenges or Issues raised by the respective staff.

Tugende’s mission is: “Helping people help themselves”. The Tugende IT Support Officer‘s main duties will be the provision of the following technical roles:

  1. Technical support and also serves as the main point of contact for Tugende employees who are experiencing systems and computer issues.
  2. Monitor and maintain the computer systems and networks at Tugende.
  3. Diagnose hardware and software faults and solve technical and application tickets, either over the phone, online, or in person.

Key duties to be performed:

The job holder will perform the following duties:

  • Attend to all logged user issues and provide effective end-user support as required.
  • Take ownership of any IT issues raised, carry out investigations and resolve issues with minimal disruption to the business.
  • Coordinate and oversee external IT support providers, escalate any technical issues as required and review the effectiveness of service.
  • Effectively engage and communicate with staff to understand how they are using IT systems, understand their problems and discuss solutions in a non-technical language.
  • Help to develop internal guidance notes, training materials, and other procedural documents to help staff better understand and use our IT systems.
  • Follow through maintenance procedures for IT infrastructure and manage various IT admin systems like helpdesk ticketing, remote access, monitored antivirus, ISP, backup, etc.
  • Keep all network and system documentation up to date.
  • Identify any IT security risks, evaluate mitigation options and carry out suitable measures to increase network and data security.
  • Provide guidance and support to regional offices to improve their IT support capacity


Personal specifications:

Preferred Skills, Knowledge & Abilities


  • Knowledge of project management techniques
  • Knowledge of helpdesk solutions, ticketing systems, and IT Administration Software
  • Knowledge of basic Phone Etiquette
  • Knowledge of Virtual Communications Systems and remote support solutions
  • Knowledge of Virus Protection Software
  • Knowledge of Cyber Securing and Diagnostics
  • Knowledge of Human-Centered Design.
  • Knowledge of Application Installations


  • Ability to learn new business concepts and new technologies in a fast-paced environment
  • Demonstrate high standards of interpersonal skills to work in teams
  • Experience working with a credit-related business will be an added advantage
  • Not afraid of learning new, the market demanded (and valued) technologies and products
  • Must possess a high level of professionalism and integrity
  • The ability to think logically.
  • A good memory of how software and operating systems work.
  • Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.
  • The ability to work well in a team.
  • Problem-solving skills.
  • A strong customer focus.
  • The ability to prioritize your workload.
  • Attention to detail.

Technical skills

  • Experience with Helpdesk support and ticketing systems
  • Basic understanding of CRM and ERP systems
  • Installing Systems ie computer operating systems, antivirus, etc
  • Comprehending Technical Documents to be able to identify and assist staff that has issues.
  • Analyzing call logs and support requests so you can spot common trends and underlying problems
  • Basic understanding of project management and project management tools
  • Working with remove or Virtual Communications Systems to offer support using Teamviewer, Anydesk, etc

Preferred Qualifications and experience:

  • Bachelor’s Degree in Computer Science or a related field.
  • 1-2 years experience in computer networks and systems maintenance.
  • Understanding of IT principles and ability to communicate technical concepts effectively.
  • Ability to meet deadlines and manage stress effectively in high-pressure situations.
  • A strong sense of discretion and confidentiality required.
  • Adopt and champion the values that Tugende stands for.
  • Help desk experience is an added advantage.
  • Knowledge of Salesforce is an added advantage


What will you gain?

Career Trajectory: This is a role with significant leadership potential to grow as the company and operations function grow. Someone who does this job can be promoted to; System Administrator, System Developer, Coordinator of Innovations among others.

Career Development: You will constantly develop skills and further your career while working with Tugende by building knowledge and skills using Tugende systems, understanding of lease accounting, Improve computer skills, learning new methods to work with clients, and help them overcome repayment challenges, Stay abreast of new innovations and financial services so as to better meet customer needs, participate in programming: Attend career development programs organized by Tugende and learn how to ride a motorcycle.

Hours and compensation: This position is for an ambitious, full-time employee who will take on additional responsibilities and projects as they arise. Tugende offers competitive salaries and benefits that reflect a person’s contributions to the company’s mission and growth.

Meaningful Work: Tugende’s work gives entrepreneurs the tools to earn a living for themselves and their families. We are changing the face of the boda industry in Uganda, and proving that young men with little education can take on the responsibility of financing a significant asset and earning a livable wage. Help be part of this movement!

Great Team: Tugende has a smart, fun, and growing team of ~700 Employees. We take our work seriously, but love to joke and have fun. We regularly have fully-paid, voluntary team outings, as well as fun parties for our clients. Our headquarters are in Kampala, and we also have offices in Eastern and Western Uganda.