IT Support Agent

About the Company

Jumia is a major e-commerce business operating across Africa, focused on making daily life better through technology-enabled, affordable, and convenient online services. The company also helps sellers grow by giving them access to a wider customer base through its platform.

The business is supported by its marketplace, logistics arm Jumia Logistics, and digital payments and fintech service Jumia Pay. It has a workforce of more than 3,000 people, combining local and international leadership, and is backed by prominent shareholders. Jumia says it is committed to making a lasting positive difference in Africa. In 2019, it became the first tech company in Africa to list on the New York Stock Exchange.

Role Overview

The IT Support Agent will be responsible for delivering first-line technical assistance to employees and users, handling a wide range of hardware, software, and network-related issues while keeping support records accurate and current.

Key Duties

• Respond to support requests by phone, email, chat, or face-to-face, and quickly identify and fix technical problems.
• Record incidents, service requests, and solutions in the ticketing tool and maintain clear, updated documentation of all support activity.
• Resolve issues involving desktops, laptops, printers, mobile devices, operating systems, office tools, and internal business applications.
• Carry out user administration tasks such as setting up accounts, updating access, disabling users, and resetting passwords.
• Use standard procedures and troubleshooting steps to handle routine issues independently, and pass more complex cases to senior IT specialists when needed.
• Guide users on basic software use, system navigation, and practical best practices to improve productivity.
• Keep current with company policies, internal processes, and technology changes so communication and support remain accurate and compliant.
• Work with other IT groups and business teams to share knowledge, escalate issues, and help improve support services and workflows.

Candidate Profile

The ideal applicant should have higher education in IT or a related field, along with at least 3 years of experience in computer technical support. Strong working knowledge of hardware, Windows, Mac, Linux, and TCP/IP networking is required. Familiarity with Google Workspace, Okta, Microsoft environments, and endpoint platforms is also expected.

Good communication skills, a genuine interest in helping end users, strong teamwork, and the ability to work both independently and in a fast-moving environment are important. Attention to detail, analytical thinking, and the ability to solve technical problems accurately are key. Certifications such as CompTIA A+, MCDST, or similar credentials are considered an advantage. Strong written and spoken English is also required.

What the Employer Offers

• Experience in a structured yet entrepreneurial work environment.
• The chance to contribute meaningfully to the growth of Africa's e-commerce landscape.
• Opportunity to join a professional and energetic team.
• Strong learning, personal development, and long-term growth opportunities.

Important Notice

Applicants should use only the company's official application channel. No fee is ever required to apply for a role with Jumia, so any website asking for payment or offering to secure a position for a charge should be treated as suspicious.