Pesapal→
IT Support Officer at Pesapal in Kampala, Central Region, Uganda
Skills
Job Description
About Pesapal:
Pesapal is the leading payment services company with localknow-howin building payments and business tools for Africa. Since 2009,Pesapal has empowered tens of thousands of African businesses and entrepreneurs to collectpayments online and in person via mobile phones, cards, and bank transfers, backed by popular digital tools for ticketing, reservations, reporting, inventory, merchant credit, and APIs.
We support growth for everyday businesses across Africa, providing a secure, convenient, and effortless tech-enabled infrastructure tailored to enable them to thrive and deliver seamless payment experiences for their consumers. We are on track to connect a million African businesses to digital payments, e-commerce, and the global financial system by 2030.
Job Summary
The IT Support Officer is responsible for providing timely technical support to internal teams and ensuring the smooth operation, availability, and security of IT systems, devices, and network infrastructure.
The role also supports the installation, configuration, maintenance, and troubleshooting of POS machines, assists with system integrations between payment platforms and merchant systems to ensure reliable transaction processing and business continuity.
Working closely with internal teams, merchants, and service providers, the IT Officer plays a key role in minimizing downtime and enhancing user experience.
What Success Looks Like at Pesapal:
- Solve for our customer: Provide timely and effective IT support that enables internal teams and customers to work efficiently and reliably.
- Deliver Exceptional Results: Keep IT systems, devices, networks, POS machines operational, secure, and well maintained while minimizing downtime and supporting business continuity.
- Together we do great Work: Work collaboratively with internal teams, customers, and service providers to resolve issues and support business and technology needs.
- Own our Outcomes: Take ownership of IT issues through to resolution, maintain proper documentation, proactively address recurring problems, and escalate critical risks appropriately.
Key Responsibilities:
1. Internal User Support & IT Asset Management
First point of contact for all business customers and merchants.
Analyse and respond appropriately to queries from customers/merchants via telephone and e-mail, working towards an appropriate solution
Attend to all tickets raised by customers, providing timely and innovative solutions to service issues.
Maintain a strong command of customer service policies and ensure a positive customer experience.
2. POS, Integrations & Forecourt Systems Support
Troubleshoot and resolve POS device faults, connectivity issues, and transaction failures to minimize merchant downtime.
Provide first-line technical support for payment system integrations between Pesapal platforms and merchant systems, including basic testing and issue diagnosis.
Coordinate with product, engineering teams and third-party vendors to escalate and resolve complex integration or system issues.
Support go-lives, upgrades and configuration changes for merchant payment solutions to ensure smooth adoption and usage.
Provide technical support for forecourt management systems, including monitoring system performance and resolving transaction or synchronization issues.
Maintain accurate records of deployments, incidents, resolutions and system changes related to merchant technology support.
Follow up with merchants to confirm issue resolution and ensure a positive technical support experience.
3. IT Systems & Network Management
Monitor, maintain, and ensure uptime of internal IT systems, servers, and network infrastructure.
Troubleshoot hardware, software, and connectivity issues for employees.
Perform preventive maintenance and routine system health checks to minimize disruptions.
Install, configure, and update internal software and tools in line with IT policies.
Escalate complex system or network issues to the IT Manager or vendors for timely resolution.
Ensure systems comply with security standards, including access controls and updates.
Maintain logs and documentation of incidents, maintenance activities, and system changes.
4. IT Reporting & Documentation
Prepare, monitor and utilise the IT Budget to support effective performance of IT Service Management Activities.
Develop training manuals and troubleshooting guides to assist both staff and end users in interacting properly with hardware and software.
Prepare weekly, monthly, and quarterly IT reports
Monitor CCTV and report any incidents.
Education/Experience Needed:
Diploma or bachelor's degree in computer science, IT or a related course
At least 2 years' experience as an IT Support or similar position.
Familiarity with POS integrations is an added advantage
Skills & Competencies Needed:
Good trouble shooting skills
Knowledge of Microsoft Office 365 tenant administration
Hardware and software knowledge of Windows, Macos and Linux
Able to configure and maintain network configurations including firewalls and switches.
Excellent organizational skills with the ability to manage multiple priorities and deadlines.
High level of integrity, confidentiality, attention to detail, and professionalism.
Why Join Us?
Innovative Environment: Opportunity to work on cutting-edge financial technology products and services
Professional Growth: Access to opportunities for skill development, training, and career advancement. We believe in investing in our people and helping them reach their full potential.
Impactful Work: Be part of a passionate team transforming the African financial Landscape
Dynamic Work Culture: Be part of a dynamic, fast-paced environment where you experience a myriad of exciting challenges, opportunities, and thrilling adventures.
Equity & Inclusion Statement
Pesapal is committed to fostering a diverse and inclusive work environment where all individuals are valued, respected, and have equal access to opportunities for growth. We believe that diverse perspectives enhance our creativity, problem-solving abilities, and overall success.
NB:
Deadline is 18th September 2026.
*Due to the volume of applications received, only short-listed candidates shall be contacted*.