To serve as the first point of contact for all IT-related issues within the organization, providing technical support to end-users, resolving basic hardware and software problems, and escalating complex issues to second or third-line support as needed. The role ensures minimal disruption to business operations by maintaining high service levels and user satisfaction.
KNOWLEDGE
Minimum Qualification
BSc. Information Technology degree or similar qualification.
Minimum Working Experience
MS Office and Operating Systems experience.
IT support and customer service experience will be an added advantage.
Other
Namibian citizen.
Available for after-hours telephone support and maintenance.
Proficient in English (written & spoken).
RESPONSIBILITIES
General Duties
1. Hardware & Software Maintenance
– Install, configure, and maintain desktops, laptops, and mobile devices.
– Perform routine maintenance and updates on IT equipment.
– Log and track issues in the helpdesk system, ensuring timely resolution and documentation.
2. User Support
– Respond to IT support requests via phone, email, or helpdesk system.
– Troubleshoot and resolve issues related to:
o Operating systems;
o Microsoft Office and cloud services (Outlook, Teams, OneDrive);
o Printers, scanners, and peripheral devices;
o Network connectivity and VPN access;
o Assist with user account creation, password resets, and access permissions; and
o Assist with onboarding and offboarding activities, including equipment preparation, user access requests, account changes and retrieval of company IT assets.
o Provide support for depot operations and remote sites, including occasional site visits.
3. Fault Reporting & Issue Resolution
– Report faults.
– Perform any reasonable IT-related function requested by management.
4. Preventative & Proactive IT Management
– Being pro-active regarding potential issues before they occur.
– Perform daily checkups of data lines and connectivity (also listed under Hardware Support due to dual relevance).
5. Compliance Support
– Support adherence to IT policies, software licensing requirements, access control procedures and information security practices.
6. Service Quality, Learning & Project Support
– Monitor assigned tickets to closure, follow up with users and escalate overdue or recurring issues in line with service expectations.
– Participate in IT projects, system rollouts, equipment refreshes, testing of new technology and user awareness initiatives.
– Take ownership of personal learning by completing assigned training, shadowing experienced IT staff and applying feedback to improve technical competence.
7. General
– Perform any other reasonable ad hoc duties as requested by supervisor.
Closing Date: 09 September 2026
