IT Support Officer

About the role

Pesapal is looking for an IT Support Officer to provide timely technical assistance to internal teams, merchants and service providers. You will ensure the smooth operation, availability and security of IT systems, devices, network infrastructure and point‑of‑sale (POS) equipment while supporting payment‑system integrations.

Key responsibilities

• Act as the first point of contact for internal users and merchants, handling queries via phone and email.
• Manage IT tickets, deliver innovative solutions and maintain high customer‑service standards.
• Troubleshoot and resolve POS device faults, connectivity problems and transaction failures.
• Provide first‑line support for payment platform integrations, including basic testing and issue diagnosis.
• Coordinate with product, engineering and third‑party vendors to escalate and resolve complex technical issues.
• Maintain accurate documentation of incidents, resolutions and recurring problems.
• Assist with installation, configuration, maintenance and security of IT assets and network infrastructure.

Required profile

• Strong customer‑service orientation with the ability to communicate clearly with technical and non‑technical users.
• Proactive problem‑solver who takes ownership of issues through to resolution.
• Ability to work collaboratively with internal teams, merchants and external service providers.
• Attention to detail in documentation and escalation processes.

Required skills