IT Support Officer; Maternity cover

Tiko is an African nonprofit using a digital platform to connect health partners, frontline staff and communities. The IT Support Officer will be the primary technical contact ensuring mobile app usability, connectivity and account access for local partners and field teams, with bilingual English and French support.

• Provide bilingual user support for field teams and partners in English and French
• Manage onboarding, offboarding and access governance through CRM systems like Salesforce
• Design and publish user guides, FAQs and onboarding materials
• Troubleshoot mobile apps, local network connectivity and platform issues
• Coordinate incident management and SLA adherence using ticketing tools such as Freshdesk
• Analyze platform usage metrics and optimize workflows with Google Suite and MS Excel

• Native or fluent English and French, written and spoken
• Solid IT support background with hands-on mobile app troubleshooting
• Experience with helpdesk ticketing systems (Freshdesk, Zendesk) and CRM (Salesforce)
• Advanced proficiency with Google Suite and MS Excel
• Experience with incident management and incident documentation
• Strong communication, organization and cross-functional collaboration skills

• The listing states remote work and accepts applicants from Nigeria
• Timezone expectations are not specified in the listing; confirm during interview
• Payment currency or salary range is not stated; confirm compensation details during interview
• The listing does not specify contractor vs employee status; confirm during interview