IT Support Agent – Full Time

About the role

Jumia is seeking an IT Support Agent to provide first‑level technical assistance to its users. You will diagnose and resolve hardware, software, and network issues while ensuring a smooth and productive IT environment.

Key responsibilities

• Provide first‑level support via phone, email, chat, or in person, handling hardware, software and network problems.
• Document and track support tickets, maintaining accurate records of incidents and resolutions.
• Troubleshoot desktops, laptops, printers, mobile devices, operating systems and business applications.
• Manage user accounts: create, modify, disable, reset passwords and control access permissions.
• Follow SOPs, resolve common issues independently and escalate complex cases to senior staff.
• Deliver basic technical training and guidance to end‑users.
• Stay current with company policies, procedures and emerging technologies.
• Collaborate with other IT teams to share knowledge and improve support processes.

Required profile

• Higher education in IT or equivalent.
• Minimum 3 years experience in computer technical support.
• Strong knowledge of hardware, Windows, macOS, Linux and TCP/IP networking.
• Excellent communication and user‑facing skills.
• Familiarity with Google Workspace, Okta, Microsoft and endpoint management platforms.
• Good teamwork, ability to work independently in a fast‑paced environment.
• Attention to detail, strong problem‑solving abilities.
• Relevant certifications such as CompTIA A+.

Required skills

• Windows operating system
• macOS operating system
• Linux operating system
• TCP/IP networking
• Google Workspace
• Okta
• Microsoft (Office 365/Endpoint platforms)
• Hardware troubleshooting
• Ticketing systems
• CompTIA A+ certification