Coca-Cola Beverages Africa IT Jobs in Accra
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Coca-Cola Beverages Africa (CCBA) is the largest Coca-Cola bottler in Africa, accounting for 40% of all Coca-Cola volumes on the continent. CCBA is a market leader in the NARTD (non-alcoholic ready-to-drink) market in Africa, with an extensive footprint and a workforce of over 13,000 employees across the continent.
Key Purpose Statement
The primary role of the IT Onsite Support Engineer is to provide systemic and technical IT support within the organization, ensuring the smooth operation of IT infrastructure and end-user devices. The role also involves ensuring compliance with group IT standards and requirements, as well as adherence to legal and cybersecurity policies.
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The IT Onsite Support Engineer is responsible for the implementation, maintenance, and improvement of IT systems, services, and tools to support business operations effectively.
Key Duties & Responsibilities
- Installing and configuring computer hardware, operating systems, and applications.
- Monitoring and maintaining computer systems and networks.
- Assisting staff or clients with system setup or issue resolution, either face-to-face or remotely using remote support tools.
- Troubleshooting and resolving system and network problems by diagnosing hardware or software faults.
- Replacing hardware parts as required.
- Providing support, including preparing procedural documentation and relevant reports.
- Following processes and written instructions to repair faults or set up systems.
- Supporting the roll-out of new applications and assisting new users in setting up accounts, profiles, and resolving password issues.
- Responding to call-outs within agreed time limits as per Service Level Agreements (SLAs).
- Working continuously on tasks until completion or escalation to second- or third-level support or vendors, if necessary.
- Prioritizing and managing multiple open cases simultaneously, in line with incident management protocols.
- Establishing strong working relationships with customers, second- and third-level support teams, and vendors.
- Testing and evaluating new technology to ensure system efficiency and compatibility.
- Ensuring computer rooms are neat, organized, and compliant with IT standards.
- Conducting tests on devices, ensuring UPS and infrastructure are in working condition, and coordinating with vendors or maintenance teams as needed.
Skills, Experience & Education
Qualifications and Experience
- Bachelor’s degree (preferred) or HND (minimum) in Information Technology, Computer Science, or a related field.
- Advanced certifications in IT support or networking (
- At least 3-5 years of experience in IT technical support roles, including hands-on experience with IT systems, networks, and troubleshooting.
- Proven experience with hardware and software installations, configurations, and maintenance.
- Familiarity with Service Level Agreements (SLAs) and incident management processes.
- Strong knowledge of IT infrastructure, including routers, switches, servers, and end-user devices.
- Strong communication skills, with the ability to interact effectively at all organizational levels.
- Analytical and problem-solving skills, with a proactive approach to issue resolution.
- Ability to document processes, create reports, and maintain IT standards across systems.
- Strong understanding of IT security principles and compliance.
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Competencies
Technical Knowledge and Skills:
- Proficient in IT systems support, troubleshooting, and user assistance.
- Strong understanding of IT hardware, software, and network configurations.
- Knowledge of IT security protocols, data privacy, and compliance standards.
- Ability to implement, audit, and manage IT continuity processes and disaster recovery plans.
- Strong root cause analysis and problem-solving skills.
- Attention to detail with a commitment to delivering quality work.
Business-Related Knowledge and Skills:
- Familiarity with IT operations in multisite or large-scale business environments.
- Understanding of IT procurement processes and vendor management.
- Strong commercial awareness, ensuring IT solutions align with business objectives.
Interpersonal Knowledge and Skills:
- Ability to communicate and collaborate effectively with users, teams, and management.
- Strong presentation skills to explain technical concepts to non-technical users.
- Capability to influence stakeholders and implement IT best practices.
Management Knowledge and Skills:
- Ability to manage multiple tasks simultaneously under pressure.
- Strong organizational skills for tracking and resolving incidents.
- Analytical thinking with a focus on process improvement.
- Commitment to innovation and continual improvement in IT operations.
Roles, Skills, and Attributes Required
- Ability to self-manage in a high-pressure IT environment.
- Proactive and motivated problem-solver.
- Strong team player and collaborator.
- Excellent communication and interpersonal skills.
- Innovative thinker with attention to detail.
- Decision-making and prioritization skills.
- Strong planning and organizational capabilities.
- High levels of energy, integrity, and professionalism.
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