IT Onsite Support Engineer at Coca-Cola Beverages Africa

Coca-Cola Beverages Africa (CCBA) is the continent’s largest Coca-Cola bottling company, contributing to 40% of Coca-Cola’s total volume across Africa.

CCBA leads the market in the non-alcoholic ready-to-drink (NARTD) sector, with a vast operational footprint and a workforce exceeding 13,000 employees across the region.

The IT Onsite Support Engineer is tasked with delivering comprehensive technical and systemic IT support within the organization. The role ensures the seamless functioning of IT infrastructure and end-user devices while maintaining compliance with group IT standards, legal frameworks, and cybersecurity policies.

The role also focuses on implementing, maintaining, and enhancing IT systems, tools, and services to support business operations efficiently.

Table of Contents

Key Responsibilities

Set up and configure computer hardware, operating systems, and applications.
Monitor and manage IT systems and networks to ensure operational efficiency.
Assist employees and clients with system configurations and troubleshooting, either on-site or through remote support tools.
Diagnose and resolve software or hardware-related issues.
Replace faulty hardware components when necessary.
Develop and maintain procedural documentation and relevant reports.
Follow established protocols to address technical faults or system setups.
Facilitate the rollout of new applications and assist users with account setup, profile creation, and password management.
Respond to service requests within the agreed timelines outlined in Service Level Agreements (SLAs).
Manage open cases effectively, escalating unresolved issues to higher support levels or vendors.
Establish and maintain collaborative relationships with users, support teams, and vendors.
Test and evaluate new technologies for efficiency and compatibility with existing systems.
Ensure IT facilities, including server rooms, are well-organized and compliant with company standards.
Conduct regular tests on equipment, including UPS systems, and liaise with vendors for maintenance.

Qualifications and Experience

A bachelor’s degree (preferred) or HND (minimum) in Information Technology, Computer Science, or related fields.
Advanced IT certifications (e.g., CompTIA, CCNA, Microsoft).
3–5 years of hands-on experience in IT support roles, particularly in system and network troubleshooting.
Proficiency in hardware and software installation, configuration, and maintenance.
Familiarity with SLAs and incident management protocols.
Strong understanding of IT infrastructure, including routers, switches, servers, and user devices.
Knowledge of IT security, data privacy, and compliance requirements.
Excellent analytical and problem-solving skills.
Effective communication skills across all organizational levels.

Core Competencies

Technical Expertise

Advanced skills in IT support, troubleshooting, and systems management.
Solid knowledge of IT hardware, software, and networking configurations.
Proficiency in IT security standards, disaster recovery planning, and compliance.
Capability to identify and resolve root causes of technical issues.

Business Acumen

Understanding of IT operations in large-scale or multi-location businesses.
Awareness of IT procurement and vendor management processes.
Ability to align IT solutions with organizational objectives.

Interpersonal Skills

Strong collaboration and communication abilities for engaging with users and teams.
Presentation skills to explain technical details to non-technical audiences.
Effective stakeholder influence to implement IT best practices.

Management Abilities