Job Summary

Lion Cage Courier Services and Logistics is seeking an experienced and dynamic ICT Officer to join our team. The ICT Officer will manage, maintain and continuously improve the company’s information and communication technology systems in order to support efficient courier operations, reliable shipment tracking, effective customer service, data security and overall business growth.

ICT Officer – Roles and Responsibilities

1. ICT Systems and Infrastructure Management

• Manage and maintain all company ICT systems, computers, servers, networks, printers, scanners and other ICT equipment.
• Ensure that all offices and branches have reliable internet and network connectivity.
• Install, configure, update and maintain operating systems and software.
• Monitor the performance and availability of ICT systems.

2. Courier Management System

Manage and maintain the courier management system used for:

• Shipment booking and registration
• Waybill generation
• Parcel tracking
• Delivery confirmation
• Customer notifications
• Invoicing and reporting

Ensure the system is properly integrated with branch offices and delivery operations.

Identify system failures and coordinate with programmers or service providers for timely resolution.

3. Shipment Tracking and Customer Communication

• Maintain accurate and reliable shipment tracking information.
• Support the use of WhatsApp, SMS, email and other digital platforms for customer updates.
• Ensure customers can receive timely information on shipment status, delivery and collection.

4. Data Management and Security

• Maintain secure databases of customers, shipments, staff and company operations.
• Implement regular data backup procedures.
• Protect company information against unauthorised access, loss, theft and cyber threats.
• Manage user access rights and passwords.

5. Technical Support

• Provide technical support to all staff and branches.
• Troubleshoot problems involving computers, printers, internet, software and communication systems.
• Train employees on the proper use of ICT systems and courier software.

6. Website and Digital Platforms

• Maintain and update the company website and social media platforms in collaboration with the Marketing Department Sales Department, Designers and Management.
• Support online customer services, shipment enquiries and digital marketing initiatives.
• Ensure company information published online is accurate and up to date.

7. ICT Support for Operations

Provide ICT solutions to improve efficiency in:

• Parcel collection and delivery
• Route planning
• Driver and rider management
• Proof of delivery
• Customer service
• Billing and invoicing

Support the introduction of mobile applications, GPS tracking, barcode scanning and digital signatures where applicable.

8. Cybersecurity and Risk Management

• Protect the company’s ICT infrastructure against viruses, hacking, phishing and other cyber threats.
• Ensure antivirus and security systems are regularly updated.
• Develop and enforce ICT security policies and procedures.

9. ICT Procurement and Asset Management

• Advise management on the purchase of computers, software, networking equipment and other ICT assets.
• Maintain an up-to-date ICT asset register.
• Monitor the condition and useful life of ICT equipment.

10. Reporting and Continuous Improvement

• Prepare regular reports on ICT performance, system challenges and recommendations.
• Identify opportunities to automate and improve courier operations.
• Research and recommend new technologies that can improve service delivery and reduce operating costs.

Key Performance Indicators (KPIs)

The ICT Officer may be assessed on:

• System uptime and reliability
• Speed of resolving technical problems
• Accuracy of shipment tracking information
• Data security and backup compliance
• Reduction in system downtime
• Staff satisfaction with ICT support
• Successful implementation of new ICT solutions
• Timely maintenance of ICT equipment

Qualifications and Experience

• Diploma or Bachelor’s Degree in ICT, Computer Science, Information Systems, or a related field.
• Minimum of 2 years’ experience in IT support, preferably in logistics, courier, or retail.
• Experience with courier management systems will be an added advantage.
• Strong problem-solving skills and ability to work under pressure.
• Good communication and training skills.

• Manage and maintain all company ICT systems, computers, servers, networks, printers, scanners and other ICT equipment.
• Ensure that all offices and branches have reliable internet and network connectivity.
• Install, configure, update and maintain operating systems and software.
• Monitor the performance and availability of ICT systems.
• Manage and maintain the courier management system used for: Shipment booking and registration, Waybill generation, Parcel tracking, Delivery confirmation, Customer notifications, Invoicing and reporting.
• Ensure the system is properly integrated with branch offices and delivery operations.
• Identify system failures and coordinate with programmers or service providers for timely resolution.
• Maintain accurate and reliable shipment tracking information.
• Support the use of WhatsApp, SMS, email and other digital platforms for customer updates.
• Ensure customers can receive timely information on shipment status, delivery and collection.
• Maintain secure databases of customers, shipments, staff and company operations.
• Implement regular data backup procedures.
• Protect company information against unauthorised access, loss, theft and cyber threats.
• Manage user access rights and passwords.
• Provide technical support to all staff and branches.
• Troubleshoot problems involving computers, printers, internet, software and communication systems.
• Train employees on the proper use of ICT systems and courier software.
• Maintain and update the company website and social media platforms in collaboration with the Marketing Department Sales Department, Designers and Management.
• Support online customer services, shipment enquiries and digital marketing initiatives.
• Ensure company information published online is accurate and up to date.
• Provide ICT solutions to improve efficiency in: Parcel collection and delivery, Route planning, Driver and rider management, Proof of delivery, Customer service, Billing and invoicing.
• Support the introduction of mobile applications, GPS tracking, barcode scanning and digital signatures where applicable.
• Protect the company’s ICT infrastructure against viruses, hacking, phishing and other cyber threats.
• Ensure antivirus and security systems are regularly updated.
• Develop and enforce ICT security policies and procedures.
• Advise management on the purchase of computers, software, networking equipment and other ICT assets.
• Maintain an up-to-date ICT asset register.
• Monitor the condition and useful life of ICT equipment.
• Prepare regular reports on ICT performance, system challenges and recommendations.
• Identify opportunities to automate and improve courier operations.
• Research and recommend new technologies that can improve service delivery and reduce operating costs.

• Problem-solving skills
• Ability to work under pressure
• Good communication skills
• Training skills

• Diploma or Bachelor’s Degree in ICT, Computer Science, Information Systems, or a related field.
• Minimum of 2 years’ experience in IT support, preferably in logistics, courier, or retail.
• Experience with courier management systems will be an added advantage.