Information Technology Support Technician

Role overview

ARC Ride is seeking an IT Support Technician to serve as the main technology support contact for its Ghana operations in Accra. The company delivers clean-energy mobility services, including electric vehicles and Battery-as-a-Service solutions across several African markets. In Ghana, the operation includes a growing electric bike fleet and battery swap locations that rely on a central platform connecting riders, field operations, and the wider business.

This position is based in Accra and reports to the Country Manager, Ghana, with a dotted-line reporting relationship to the Head of IT & Infrastructure. The role focuses on keeping connectivity, devices, rider-facing systems, and support ticket handling running reliably so day-to-day operations continue without disruption.

Key responsibilities

The technician will oversee office and site connectivity, support hardware and end-user devices, assist with rider platform issues during bike deployment cycles, and resolve payment-related support cases. The role also covers Google Workspace administration, operational reporting, IT governance, and documentation of repeatable local IT procedures.

Connectivity and network support

• Coordinate internet services for offices and operational locations, including managing ISP relationships, following up on line faults, and tracking uptime.
• Arrange, configure, and oversee data SIM cards for staff phones, field teams, and any connected fleet equipment.
• Resolve problems with Wi-Fi, mobile data, and hotspot access that affect staff output and rider onboarding.
• Keep a record of connectivity issues and raise recurring or large-scale outages to the Head of IT.

Hardware and device administration

• Support requests for laptops, desktops, mobile phones, and accessories, including purchase coordination, setup, configuration, and asset labelling.
• Maintain an accurate register of IT equipment used in Ghana.
• Carry out routine maintenance, software updates, and simple repairs on staff devices.
• Work with vendors on warranty claims and replacement equipment.
• Prepare new joiners with fully configured and ready-to-use devices.

Rider platform and deployment support

• Provide first-line technical help during bike deployment activities and confirm that riders are fully online before operational handover.
• Investigate and fix account mismatches, profile errors, and activation issues within the ARC Ride system during field rollouts.
• Work with product and platform teams to escalate bugs or broader system issues while sharing detailed logs of local troubleshooting actions.
• Track deployment support work carefully, including problems encountered, fixes applied, and unresolved items.
• Coordinate with operations ahead of planned rollouts to review rider account readiness and reduce launch-day technical issues.
• Support regional platform operations for riders and internal teams across ARC Ride’s local setup.
• Build strong knowledge of internal systems so the team can be supported effectively.
• Partner with R&D and BaaS teams covering vehicles, batteries, and infrastructure to collect and report relevant field performance data.
• Share field observations with engineering and battery teams to help improve products and services.

Payment and support ticket resolution

• Act as the first escalation point for rider payment issues such as failed transactions, wrong deductions, wallet inconsistencies, and gateway errors.
• Review and document each ticket, capturing rider details, transaction references, timestamps, and error messages before escalating to platform or finance teams.
• Follow escalated cases through to closure while keeping riders and operations updated.
• Spot repeated payment issues and escalate patterns to the Head of IT and Country Manager for root-cause action.
• Maintain a ticket tracker covering status, SLA, and resolution notes for all support cases originating in Ghana.

Google Workspace and user management

• Create and manage user accounts, distribution groups, and shared drives for staff in Google Workspace.
• Assist with issues in Gmail, Drive, Meet, and Calendar.
• Ensure accounts for departing employees are suspended promptly and that data is transferred appropriately.

IT governance and reporting

• Follow ARC Ride’s IT policies, including acceptable use and information security procedures.
• Submit a weekly status update to the Country Manager and Head of IT covering open tickets, connectivity, hardware requirements, and platform issues.
• Escalate cybersecurity concerns, suspicious emails, unauthorised access attempts, and lost or stolen devices without delay.
• Maintain runbooks for recurring local IT tasks so processes remain documented and repeatable.

Requirements

• A diploma or bachelor’s degree in IT, Computer Science, or a closely related discipline.
• At least 2 years of experience in IT support, helpdesk, or systems administration.
• Good troubleshooting ability across Windows, Android, and basic networking, including Wi-Fi, mobile data, and SIM management.
• Background supporting end users in a busy operational setting.
• Comfort with web-based platforms and mobile apps, plus the ability to work through back-end admin tools with guidance.
• Strong spoken and written English communication skills, with the ability to explain technical issues to non-technical colleagues and riders.
• Strong organisation and prioritisation skills, with the ability to manage several open tickets at once.

Preferred experience

• Experience administering Google Workspace.
• Exposure to payment systems or fintech products used in Ghana, such as mobile money or card processing.
• Familiarity with IoT, telematics, or fleet management solutions.
• CompTIA A+, Google IT Support Certificate, or a similar qualification.
• Experience working with field operations or logistics teams.

Personal attributes

• A proactive approach to solving problems and anticipating issues before deployments.
• Calmness under pressure, especially when handling time-sensitive deployments and payment failures.
• Empathy for riders, recognising that platform issues can affect their income.
• Team-oriented working style with the ability to collaborate across operations, finance, and central IT teams.
• Dependability, with consistent availability and follow-through expected for Ghana operations.

What ARC Ride offers

• A practical role at the centre of Ghana’s electric mobility growth.
• Exposure to fintech, IoT fleet platforms, and IT operations across multiple countries.
• Direct collaboration with experienced IT leaders and a growing pan-African technology organisation.
• Structured processes, governance tools, and a clear escalation path.

Application process

Applicants who meet the requirements should send a CV and a brief cover note to hr@arcrideglobal.com with the subject line “IT Support Technician – Ghana”. The deadline for applications is Friday, 6th July, by end of day. Applications will be assessed as they come in, so early submission is encouraged.

Equal opportunity statement

ARC Ride is an equal opportunity employer. Only shortlisted candidates will be contacted.