IT Support Technician - ARC Ride

Full Job Description - Read Carefully

About ARC Ride

ARC Ride is a clean-energy mobility company delivering electric vehicles and Battery-as-a-Service (BaaS) solutions across Kenya, Uganda, Ghana and South Africa. The Ghana team operates a growing fleet of electric bikes and a network of battery swap points, supported by a centralised technology platform that connects riders, operations, and the business.

Role Purpose

The IT Support Technician is the primary technology support resource for ARC Ride Ghana, responsible for keeping day-to-day connectivity, hardware, rider-facing platform operations, and support ticketing running smoothly. The role sits at the intersection of IT infrastructure and field operations, ensuring that when bikes go out, riders go online, and when issues arise, they are resolved quickly. The position reports to the Ghana Country Manager with a dotted-line technical relationship to the Head of IT & Infrastructure.

Key Responsibilities

1. Connectivity & Network Management

• Manage internet connectivity across ARC Ride Ghana offices and operational sites, including ISP relationships, line fault escalations, and uptime monitoring.
• Procure, configure, and manage data SIM cards for staff devices, field teams, and any IoT/telematics equipment on the fleet.
• Troubleshoot Wi-Fi, mobile data, and hotspot issues affecting staff productivity and rider onboarding.
• Maintain a connectivity log and escalate persistent or widespread outages to the Head of IT

2. Hardware & Device Support

• Handle laptop, desktop, phone, and peripheral requests; procurement coordination, setup, configuration, and asset tagging.
• Maintain an up-to-date IT asset register for all Ghana-based devices.
• Perform routine maintenance, software updates, and basic repairs on staff endpoints.
• Coordinate warranty claims and vendor relationships for hardware replacements.
• Support onboarding of new staff with fully provisioned, ready-to-use devices.

3. Rider Platform & Bike Deployment Support

• Provide frontline platform technical assistance during bike deployment cycles; verify that all riders are successfully online prior to operational hand-off.
• Troubleshoot and rectify account discrepancies, profile inaccuracies, and activation hurdles on the ARC Ride system during field deployments.
• Collaborate with the product and platform teams to escalate software defects or systemic glitches, providing comprehensive logs of local mitigation efforts.
• Keep a detailed record of deployment support activities, documenting encountered platform obstacles, implemented fixes, and unresolved items.
• Coordinate with the operations unit before scheduled rollouts to audit rider account status and minimize launch-day technical friction.
• Lead regional platform support efforts, assisting both riders and internal staff across ARC Ride’s localized operational framework.
• Develop and maintain deep technical fluency in all proprietary systems to effectively service the regional user community.
• Partner with R&D and BaaS teams (Vehicle, Battery, and Infrastructure) to capture and report critical field performance data.
• Communicate field-derived insights back to engineering and battery units to facilitate continuous product refinement and optimization.

4. Payment & Rider Support Ticket Resolution

• Serve as the first point of escalation for payment-related issues raised by riders, including failed transactions, incorrect deductions, wallet anomalies, and payment gateway errors.
• Investigate and document each payment ticket, gathering rider details, transaction IDs, timestamps, and error messages before escalating to the platform or finance team.
• Follow up on escalated tickets through to resolution, keeping riders and the operations team informed of progress.
• Identify recurring payment issues and report patterns to the Head of IT and Country Manager to drive root-cause fixes at the platform level.
• Maintain a support ticket tracker with status, SLA, and resolution notes for all Ghana-originated tickets.

5. Google Workspace & User Administration

• Create and manage user accounts, distribution groups, and shared drives for Ghana staff in Google Workspace.
• Support staff with Gmail, Drive, Meet, and Calendar issues.
• Ensure off-boarded staff accounts are promptly suspended, and data is transferred appropriately.

6. IT Governance & Reporting

• Adhere to ARC Ride's IT policies including the Acceptable Use Policy and information security procedures.
• Submit a weekly IT status report to the Country Manager and Head of IT covering open tickets, connectivity status, hardware needs, and platform issues.
• Escalate any cybersecurity concerns, suspicious emails, unauthorised access attempts, or lost/stolen devices promptly and formally.
• Maintain runbooks for recurring local IT tasks so that processes are documented and repeatable.

Requirements

Essential

• Diploma or Bachelor's degree in IT, Computer Science, or a related field.
• 2+ years of experience in IT support, helpdesk, or systems administration.
• Solid troubleshooting skills across Windows, Android, and basic networking (Wi-Fi, mobile data, SIM management).
• Experience supporting end-users in a fast-paced operational environment.
• Comfortable working with web-based platforms and mobile apps; able to navigate back-end admin panels with guidance.
• Strong verbal and written communication skills in English; able to explain technical issues clearly to non-technical staff and riders.
• Highly organised; able to manage multiple open tickets and prioritise effectively.

Desirable

• Experience with Google Workspace administration.
• Familiarity with payment platforms or fintech products used in Ghana (Mobile Money, card processing).
• Exposure to IoT, telematics, or fleet management systems.
• CompTIA A+, Google IT Support Certificate, or equivalent.
• Experience working with field operations or logistics teams.

Personal Attributes

• Proactive problem-solver - doesn't wait for things to break; anticipates issues before deployments.
• Calm under pressure - deployments and payment failures are time-sensitive; composure matters.
• Rider-empathetic - understands that for our riders, a platform issue means lost income.
• Collaborative - works closely with operations, finance, and the central IT team across borders.
• Reliable - Ghana ops depend on this role; consistent availability and follow-through are non-negotiable.

What We Offer

• A hands-on role at the heart of Ghana's electric mobility revolution.
• Exposure to fintech, IoT fleet platforms, and multi-country IT operations.
• Direct collaboration with a seasoned IT leadership team and a growing pan-African tech organisation.
• Structured processes, governance tools, and a clear escalation path; you won't be working in the dark.

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