Job Purpose:

The IT Onsite Services Engineer at Vivo Energy Uganda is responsible for providing first-line and second-line technical support to end users, ensuring reliable IT operations across infrastructure, desktop support, incident resolution, and compliance with IT and HSSE policies. The role supports the IT Onsite Services Lead in executing IT operational activities, project implementations, stakeholder support, and service improvement initiatives in the country.

Dimensions:

  • No direct budget responsibility but position must be aware of run-and-maintain cost tracking supported by time writing.
  • Shift work may be required and where necessary for priority 1&2 incidents.
  • Local business hours support for all other priorities, which may involve on-call mobile rotation for reactive support.
  • Scope of applications: Application portfolio covering SAP and class of business specific non-ERP applications.
  • Number of users supported: 120 Vivo Energy Uganda business user community.

Principal Accountabilities:

Technical Support & Incident Management

  • Provide hands-on technical support to resolve incidents and service requests involving hardware, software, printers, networks, and end-user devices.
  • Ensure timely logging, diagnosis, escalation, and resolution of incidents using the ITIL Service management framework.
  • Maintain the incident log and update users on ticket progress through resolution.

Infrastructure Support

  • Perform preventive and corrective maintenance on IT hardware (PCs, laptops, printers, switches, UPS, routers, etc.).
  • Monitor local infrastructure performance and raise issues proactively.
  • Support in managing local server rooms, network equipment, and site connectivity

IT Compliance & Security

  • Ensure endpoint devices and infrastructure comply with IT security standards (e.g., antivirus, patching, encryption).
  • Participate in internal audits and help implement recommended security actions.
  • Assist in ensuring that third-party service providers meet HSSE and IT compliance requirements.

End-User Support

  • Assist users with MS Office 365, Windows, VPN, and other standard business applications.
  • Provide end-user orientation or training on new systems or IT tools as needed.
  • Support setup and troubleshooting for video conferencing, remote access, and telephony systems.

Service Delivery & Asset Management

  • Maintain up-to-date inventory of IT assets (hardware/software), including loaner equipment and replacements.
  • Support equipment, refresh programs and software deployments.
  • Manage the IT storeroom and keep accurate stock levels in coordination with the OSS Lead.
  • Ensure Asset Integrity.

Project & Transformation Support

  • Participate in country-level or regional IT project rollouts (e.g., network upgrades, system migrations, application deployments).
  • Support “transition to support” activities for new systems and ensure readiness to provide ongoing support.
  • Vendor and Site Coordination
  • Coordinate with third-party vendors (e.g., ISPs, hardware repair) during site visits.
  • Ensure vendors comply with on-site access procedures and HSSE induction requirements.
  • Regular performance review with third-party vendors.

Key Challenges

  • Responding to high volumes of user support requests while maintaining service quality and timely resolution.
  • Providing after-hours and on-call support for critical incidents without affecting day-to-day responsibilities.
  • Managing third-party vendor access and service delivery in line with Vivo Energy HSSE requirements.
  • Supporting both SAP and non-ERP applications with limited on-site resources.
  • Maintaining high user satisfaction as the single point of contact for all local IT issues.

Requirements

Job Knowledge, Skills & Experiences

  • Minimum of a Bachelor’s degree in Information Technology, Computer Science, or a related field.
  • ITIL Foundation certification is required; additional technical certifications (e.g., Microsoft, Cisco) are an added advantage.
  • Minimum of 5 years’ experience in end-user support or IT helpdesk roles within a structured corporate environment.
  • Strong knowledge of IT support processes, incident management, and use of ticketing and knowledge management systems.
  • Practical experience supporting both ERP (preferably SAP) and non-ERP business applications, including Microsoft 365 and SharePoint.
  • Solid understanding of infrastructure and hardware, including NUTANIX servers, Lenovo devices, Cisco and Aruba networking equipment, and Kyocera/HP printers.
  • Familiarity with operating systems and tools such as Windows Server R2, OS/400, Microsoft Intune, SolarWinds, and endpoint security tools (Fortinet, WSUS, IRM).
  • Knowledge of networking and telecommunications tools including Aruba/Cisco switches and routers, and collaboration platforms like Microsoft Teams and Polycom.
  • Proven ability to troubleshoot technical issues, coordinate with vendors, and restore service within agreed timelines.
  • Experience supporting users in a cross-functional, multi-application environment involving global teams and external service providers.
  • Strong communication, customer service, and interpersonal skills with a consistent focus on user satisfaction.
  • Excellent problem-solving, escalation handling, and time management skills.
  • Should demonstrate leadership ability and be capable of coaching or guiding others on the team

Note: Female candidates are strongly encouraged to apply. Deadline: 4th August 2025.