IT Support Officer

Do you have experience in troubleshooting and solving urgent technical issues with great efficiency? Do you have a good eye for detail and know how to prioritize? Continue reading, this might be your next job!

About Tiko

Tiko is an African nonprofit committed to strengthening the potential and resilience of adolescent girls across Africa. We address the “Triple Threat” of unintended pregnancy, HIV infection, and sexual and gender-based violence by building local health ecosystems that provide stigma-free, no-cost, quality-assured services.

Our model brings together key local actors: community-based organizations (CBO) with peer mobilisers who act as health companions to girls; public and private health clinics that deliver care; and retail partners that redeem Tiko Miles -our behaviour-change incentive programme that rewards service uptake and feedback.

We invest in partners by strengthening CBO capacity, training frontline workers and providers, supporting clinic quality improvement, and compensating partners based on performance. Our technology platform connects all actors by enabling referrals, verifying service delivery, facilitating payments, and generating real-time data.

Tiko operates in six countries: Kenya, Ethiopia, Uganda, Burkina Faso, South Africa, and Nigeria, with additional offices in Portugal, the Netherlands, and the United Kingdom. For a clear overview of our work, we recommend watching this short video.

Globally, our team consists of +250 enthusiastic, international colleagues. Whether you are working from our biggest office in Nairobi, the fast-growing office in South Africa, or from home, our people are young, and our culture is global and dynamic. Our work environment is fast-paced, informal, and friendly.

For this position, will happily accept applicants from anywhere in Portugal.

The Job

The IT Support Officer provides advanced technical support to the internal organization. You are responsible for the administration, security, and optimization of software and hardware systems, ensuring a seamless and secure digital environment for all employees.

Your main tasks will be:

• Endpoint & Hardware Standards: You install and configure laptops and other hardware. You define the standards for updates, provide high-level support for complex installations, and proactively manage hardware lifecycle and maintenance.
• Google Workspace Administration: You manage employee access to all relevant accounts with a primary focus on expert-level Google Workspace administration, including advanced user/device management, privacy settings, and security protocols.
• RMM & Automation: You leverage Remote Monitoring and Management (RMM) tools (e.g., NinjaOne, Pulseway) to centrally track, manage, and secure devices. You are responsible for detecting issues, automating routine maintenance (like patching), and providing swift remote support.
• Security & Compliance: You lead the administration of antivirus policies across the organization. You manage endpoint security, monitor threats, and ensure compliance using tools such as Bitdefender GravityZone.
• Advanced Incident Resolution: You resolve technical issues via phone and remote support, handling the most complex escalations and serving as the primary point of contact for supplier support. You maintain detailed logs of support trends and resolutions.
• Asset & License Management: You maintain hardware stocks, balancing availability with cost. You are responsible for software licenses and work with procurement to ensure high-quality purchases at competitive prices. You maintain a comprehensive, audited overview of all IT assets.

About You

The right person for the role is an empathetic communicator and a highly skilled technical expert. You are a master of logical troubleshooting with a meticulous eye for detail regarding security and system integrity. You demonstrate strong organizational skills, excelling in managing multiple tasks simultaneously while maintaining efficiency.

Required Experience & Skills:

• At least 5 years of experience working within an IT Support or Systems Administration team.
• Extensive experience in advanced user/device management and security within the Google ecosystem. Professional Google Workspace Administrator certification is mandatory.
• Proven experience in administering antivirus policies and endpoint protection (specifically Bitdefender GravityZone or similar enterprise solutions).
• In-depth knowledge of Windows and macOS, familiarity with Active Directory (user/group management), and fundamental networking concepts.
• Skilled in using remote monitoring administration tools (e.g., NinjaOne, Pulseway).
• Associate’s or Bachelor’s degree in IT, Computer Science, or equivalent practical experience.
• You are currently based in Portugal (mandatory).

Preferred Assets:

• Relevant industry certifications (CompTIA A+, Network+, or ITIL Foundation).
• Prior experience with ticketing systems like Jira Service Management, Zendesk, or Freshservice.

Compensation & Benefits
The gross salary range per month for this position is €1,789 - €2,684. Your final salary will be determined based on your experience and alignment with your future colleagues.

In addition to your monthly salary, we offer you:

• Benefits and allowances tailored to your location.
• Flexible work arrangements, including remote or hybrid options where applicable.
• A personal development budget of €500 per year to invest in your professional growth
• Comprehensive time off package, including 5 days of wellness leave, all regional public holidays, maternity and parental leave according to local regulations, and unlimited holidays (as long as you coordinate with your team, you’re good to go!)
• The opportunity to shape a growing, impactful product and leave your mark on how we work
• A culture built on trust - we believe you’ll do your best without the need for unnecessary rules or micromanagement

The Details

Ready to make an impact with us? Apply now! Want more information? Check out our website or contact our Global Recruiter. We only accept applications through the apply links, not by email.

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Tiko prioritizes integrity in our workplace and respects your privacy.

Tiko is committed to preventing any type of unwanted behaviour by its employees at work, including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct. This is why we will do reference and background screening checks on successful candidates before hiring. Tiko also participates in the Inter Agency Misconduct Disclosure Scheme. As part of this scheme, we will request information from your previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during your employment, or incidents under investigation when you left employment. By applying for this position, you confirm you have read and understood these recruitment procedures.

We value your privacy and understand the importance of safeguarding your personal data. We invite you to review our privacy notice for the recruitment process to understand how we collect, use, and protect your personal data during the recruitment process. Click Tiko - Privacy notice for the recruitment process 2025.pdf to view the document. By applying for this position, you acknowledge that you have read and understood our privacy notice.