IT Support Analyst

Role overview

SIMA - Salon des Industries Musicales d'Afrique francophone is looking for an entry-level IT Support Analyst to provide remote, part-time technical assistance to internal teams and event participants. The position is centered on first-response support, issue tracking, and helping keep online tools and systems running smoothly for meetings and events.

What you will do

• Handle incoming support tickets and user requests as the first point of contact for technical help.
• Identify and resolve routine problems related to hardware, software, connectivity, and device setup.
• Guide users with access to applications, network connections, and configuration of their devices.
• Record recurring issues and documented fixes so the support process becomes easier and faster over time.
• Keep an eye on the performance of virtual platforms and tools used for remote work and online events.
• Support online meetings and event operations from an IT perspective.
• Escalate more complex technical issues to senior IT staff when needed.
• Work with the broader IT team to improve support workflows and service quality.

Skills and experience

This role suits someone with foundational help desk knowledge, solid troubleshooting ability, and familiarity with desktop systems and everyday office software. Clear communication, good organization, and the ability to work independently in a distributed setting are important. A willingness to learn is valued, and any prior internship, volunteer, or academic exposure to IT support is helpful.

Additional requirements

Useful background includes study, training, or certification in IT, computer science, or a related area. A credential such as CompTIA A+ or an equivalent entry-level qualification would be an advantage.