IT Support Officer

AletCloud is Ethiopia's sovereign cloud platform. We build and operate our own infrastructure inside Ethiopia and serve local businesses with cloud servers (VPS), application hosting, managed databases, domain registration and DNS, business email, bulk SMS, and cloud call-center services.

Our customers are Ethiopian companies — banks, retailers, startups, government suppliers — and when something isn't working for them, you are the person they reach.

The role

We're hiring two IT Support Officers to own the customer support desk and keep internal IT running. This is a customer-first technical role: most of your day is spent helping customers succeed on the platform, diagnosing their issues, and escalating cleanly to engineering when a problem is ours to fix.

The two positions cover a shared rota so support is staffed across business hours and weekends.

What you'll do

Customer support (primary)
Be the first point of contact for customers via ticket, chat, phone, email, and Telegram
Diagnose and resolve customer issues across our services — server access, hosting deployments, DNS and domain setup, database connections, email delivery, SMS delivery, billing questions
Onboard new customers: walk them through account setup, first server, first deployment, domain configuration
Own tickets end-to-end — acknowledge fast, keep the customer updated, and close only when the customer confirms it's resolved
Escalate to engineering with a clear, complete report: what the customer did, what happened, what you already checked
Track recurring complaints and report them — you're our earliest signal that something on the platform is broken
Write and maintain help articles, FAQs, and how-to guides in English and Amharic
Support customers during incidents: post status updates, answer the wave of questions, follow up afterward

IT officer (secondary)
Manage internal IT: staff laptops, accounts, printers, office network and Wi-Fi
Handle user account administration — creating, disabling, and auditing access to internal systems
Maintain the office IT inventory and coordinate purchases and repairs with vendors
Assist with basic server and system tasks under guidance from the infrastructure team
Support internal staff with day-to-day technical problems

Requirements
Diploma or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
1–3 years of experience in technical support, IT support, help desk, or a similar customer-facing technical role
Excellent communication in Amharic and English, written and spoken — you can explain a technical problem to a non-technical customer without making them feel stupid
Genuine customer service instinct: patient, responsive, takes ownership rather than passing the problem along
Solid computer and networking fundamentals — Windows and Linux basics, IP addressing, DNS, email, VPN, browsers, common troubleshooting
Comfortable with the Linux command line at a basic level (SSH into a server, check a service, read a log file) — or clearly able to learn it fast
Organized: can hold 15 open tickets without losing track of any of them
Available for shift coverage and occasional after-hours escalation

Nice to have
Experience with a ticketing system (Zendesk, Freshdesk, Jira Service Desk, Chatwoot, osTicket)
Familiarity with cloud services — VPS, hosting, DNS records, SSL certificates, cPanel-style panels
Exposure to Linux server administration, databases, or web hosting
Experience supporting business customers (B2B), not only consumers
Understanding of the Ethiopian telecom and business landscape