IT HelpDesk Specialist (Remote)

About the Job

• RightCom has been revolutionizing customer experience in Africa for more than a decade. Creating innovative experiences that make customer journey seamless, personalized, simple and outstanding, RightCom empowers businesses in approximately 30 markets to join and thrive in the experience economy.
• Our CX platform – RightCom XP – allows businesses to anticipate customer needs and identify upselling and cross-selling opportunities regardless of the touchpoint (mobile app, website, location, contact center, as well as agent network) while RightCom OS offers next-gen managed services (MS).
• Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Creativity, Trust, and Customer Success.
• Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.
• We are embarking on an innovation agenda as an organization-wide transformation of people and technology capabilities to enable digital-first delivery for every product and service.
• Our ambition is to establish digital and data points that allow us to: attract, retain and develop customers; secure existing revenue streams; and innovate where we identify a competitive advantage.
• As part of strengthening our IT infrastructure and continuously improving user support, we are seeking an IT Support Specialist (Help Desk) to provide first-level technical assistance, manage the IT asset base, and resolve incidents in both desktop and SaaS environments.
• Its main mission will be to provide effective IT support to internal users (hardware, software, networks) to ensure business continuity and maximize team productivity across RightCom.
• Do you enjoy solving technical issues, helping people, and contributing to a smooth, secure IT infrastructure ? Join RightCom as an IT HelpDesk Specialist !

Responsibilities
User Support:

• Provide Level 1 and 2 support to employees both on-site and remotely.
• Diagnose and resolve incidents related to computers, printers, software, email, VPN, and cloud tools.
• Log and document requests via a ticketing system (Freshdesk, Zendesk, Jira, etc.).

IT Asset Management:

• Install, configure, and update workstations (PC, Mac) and peripherals.
• Manage access rights, software licenses, and user accounts (Microsoft, Google Workspace, etc.).
• Maintain inventory of IT equipment and recommend renewals or optimizations.

Network & Security:

• Handle basic configuration of networking equipment (switches, routers, Wi-Fi).
• Apply IT security best practices (updates, antivirus, backups, etc.).
• Collaborate with the DevOps team on internal tool access and network incident management.

Continuous Improvement & Documentation:

• Contribute to the development and update of IT procedures.
• Suggest solutions to optimize IT support efficiency.
• Train users on secure and effective use of their tools.

Qualifications

• Education: Bachelor’s Degree (Bac+2 to Bac+5) in IT, technical support, or networking.
• Experience: Minimum 2 years in a similar role, ideally in a SaaS or digital environment.
• Technical Skills: Proficiency in Windows, MacOS, Google Workspace, ticketing tools, and basic networking.
• Soft Skills: Service-oriented, patient, pedagogical, responsive, and able to manage multiple requests simultaneously.
• Languages: Fluency in French and technical English.

What We Offer

• A modern tech environment with advanced SaaS tools.
• A key role in ensuring the daily operations of RightCom teams.
• Opportunities to grow into system admin, DevOps, or IT security roles.
• A supportive team and meaningful challenges with pan-African impact.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

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