IT & Applications Support Officer

Job Category: Information Technology, Applications Support, Data & Business Systems

Job Type and Mode: Full Time (Onsite)

Experience: 2 years or more

Qualifications: HND or B.Sc. in Computer Science, Information Technology, Information Systems, Data Analytics, Engineering, Statistics, Mathematics or a related discipline.

Job Number: 1262

Job Brief

We are looking for an IT & Applications Support Officer to support the technology behind 9Gains products and daily operations. The role covers ERP and business applications, Academy/LMS, websites, user support, system testing, data and reporting, integrations, access control, monitoring, documentation and basic infrastructure support.

The successful candidate will be one of the first technical contacts for staff and customers. The person will investigate system problems, support user setup and onboarding, test new features and fixes, check data and reports, monitor application issues, maintain support records and work with developers or infrastructure teams until problems are properly resolved.

This is not only a help desk role. The officer must understand how business systems work together and be able to follow a problem from the user screen to the application, data, API or integration level. The person will also support product demonstrations, customer training, UAT, release checks and field activities when technical support is needed

Requirements

1. At least 2 years of practical experience in IT support, application support, technical support, software testing, data/reporting or a related role.
2. Experience supporting web-based business applications such as ERP, CRM, LMS, accounting, HR, inventory, sales, POS or other business management systems.
3. Ability to troubleshoot login, password, user access, role/permission, browser, device, application and workflow problems, and know when an issue needs to be escalated.
4. Ability to support user and customer onboarding, account setup, branches, roles, permissions, basic configuration, product demonstrations and simple user training.
5. Practical experience with software testing, QA and UAT, including testing new features and bug fixes, recording evidence, reproducing errors and confirming that resolved issues work correctly.
6. Ability to log and manage bugs, incidents, service requests and enhancement requests with clear steps, screenshots, expected results, actual results, priority and follow-up status.
7. Working knowledge of SQL and databases, with the ability to run safe queries, check records, validate data, identify duplicates or inconsistencies and support data-quality checks. PostgreSQL knowledge is an advantage.
8. Ability to use Excel and Power BI or similar reporting tools to prepare, check and maintain operational reports, dashboards, KPIs and simple business analysis.
9. Basic understanding of APIs, integrations and application workflows, with the ability to test forms, notifications, payment or third-party connections, review error messages/logs and provide useful information to developers.
10. Ability to support websites and digital platforms, including basic WordPress/LMS administration, forms, user access, content or plugin-related issues, and escalation of hosting, CDN, cache or domain problems when required.
11. Basic understanding of application and infrastructure monitoring, backups, system availability, performance, logs and alerts, and the ability to report unusual behaviour quickly. Familiarity with tools such as Grafana or Prometheus is an advantage.
12. Good understanding of security basics such as access control, strong passwords, MFA, least-privilege access, customer data protection, safe handling of credentials and reporting suspicious activity.
13. Ability to maintain useful technical documentation, including support records, test results, user guides, known issues, system changes, configuration notes and simple knowledge-based articles.
14. Ability to work with customers, sales/customer experience teams, finance, management, developers and infrastructure providers; explain technical problems in simple language and follow issues through to closure.
15. Good working knowledge of Microsoft Office, Google Workspace, helpdesk/ticketing tools and online meeting tools; strong problem-solving skills, attention to detail, integrity, willingness to learn new systems and readiness to provide onsite or field technical support when required.