IT Support Officer Job at CRDB – Tanzania Head Office
Department: ICT
Reporting Line: Manager, Digital Channels Systems
Location: Tanzania Head Office
Number of Openings: 1
Employment Terms: Contract (1 Month)
Application Deadline: 13 March 2026
About the Employer
CRDB Bank is one of Tanzania’s leading financial institutions, committed to innovation, digital transformation, sustainability, and inclusive banking services across the region.
IT Support Officer Job Purpose
The IT Support Officer will be responsible for managing incidents and service requests raised by users through the ticketing system, calls, and emails. The role also includes proactive system monitoring and responding to any infrastructure abnormalities to ensure continuous service availability.
IT Support Officer Job Key Responsibilities
- Provide 1st Level Support for all ICT Service Desk issues via Service Management tools, calls, emails, or system alerts.
- Assess and assign tickets to Level 2 engineers while prioritizing and tracking resolution progress.
- Perform Access Management tasks, including:
- Creating new user IDs
- Assigning access rights
- Resetting passwords
- Activating and disabling user accounts
- Monitor IT systems and infrastructure (Servers, Networks, Applications, Databases, ATMs, POS, Data Center environment).
- Respond to incidents, outages, and performance alerts in a timely manner.
- Escalate issues appropriately to technical teams, branches, business units, aggregators, MNOs, and third parties connected to the bank’s payment systems.
- Contribute to knowledge base documentation updates.
- Prepare daily, weekly, and monthly performance and availability reports.
- Perform other duties as assigned by the Manager/Supervisor.
IT Support Officer Job Qualifications & Requirements
- Bachelor’s Degree in Computer Science, Information Technology, or related field from a recognized institution.
- Flexibility to work 24/7 shifts, including night shifts.
- Basic knowledge of:
- Networking concepts (OSI model, TCP/IP)
- Databases and programming
- System testing and monitoring
- ITIL framework
- Strong interpersonal and communication skills.
- Business awareness and problem-solving ability.
- Customer-focused attitude and professionalism.
- High integrity and ability to work effectively in a team environment.
How to Stand Out as an IT Support Officer Applicant
If you want to increase your chances of being shortlisted for the IT Support Officer role at CRDB Bank, consider strengthening your application in the following areas:
1. Highlight Practical Technical Experience
Even if you have basic knowledge, show evidence of hands-on exposure such as:
- Managing service desk tickets (mention any tools used like ServiceNow, Jira, or similar).
- Supporting users with password resets, account creation, and access control.
- Monitoring servers, network devices, or applications.
- Troubleshooting connectivity issues using TCP/IP knowledge.
If you have internship or university lab experience, clearly describe what systems you worked on.
2. Demonstrate Understanding of Banking IT Environment
Since this role involves ATMs, POS, payment systems, and integrations with MNOs and third parties, mention:
- Any exposure to financial systems
- Knowledge of system uptime and availability importance
- Experience working under SLAs (Service Level Agreements)
3. Emphasize Shift Readiness and Reliability
The position requires 24/7 shift flexibility. Clearly state your willingness to work night shifts and your ability to handle pressure during outages or incidents.
4. Show Soft Skills with Examples
Instead of just saying “good communication skills,” provide examples such as:
- Assisted over 50+ users weekly with IT issues
- Reduced ticket resolution time by X%
- Collaborated with cross-functional teams to resolve incidents
5. Add Relevant Certifications (If Available)
Even entry-level certifications can strengthen your application:
- ITIL Foundation
- CompTIA A+
- CompTIA Network+
- Cisco CCNA (even if in progress)
Pro Tip: Tailor your CV to match the job description keywords such as incident management, access management, system monitoring, networking basics, ticketing tools, and service desk support. Many banks use automated CV screening systems, so keyword alignment increases visibility.
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CRDB Commitment
CRDB Bank is committed to Sustainability and ESG principles. The bank promotes an inclusive workplace and encourages applications from women and individuals with disabilities.
⚠️ Important Notice: CRDB Bank does not charge any fees during the recruitment process. Applicants should disregard any payment requests claiming to represent the bank.
Only shortlisted candidates will be contacted.