Job Description
Job Purpose
Provide first level ICT support to country businesses
Key Responsibilities
- Technical Support: Provide first-line technical support for hardware, software, LOB systems, and network-related issues. Assist employees with IT-related troubleshooting and ensure timely resolution of technical issues.
- System Administration: Manage and maintain internal systems, including servers, workstations, Emails, and network infrastructure. Perform routine updates, patches, and backups.
- Hardware and Software Management: Oversee the procurement, installation, and maintenance of hardware (PCs, printers, network equipment, etc.) and software (applications, operating systems, etc.). Ensure compliance with licensing requirements.
- Network Support: Monitor and maintain local area network (LAN) and wide area network (WAN and SD-WAN) connectivity. Troubleshoot network-related issues and ensure optimal performance.
- Security Management: Implement security measures to safeguard company data and network, including antivirus solutions, firewalls, and encryption tools. Assist with regular security audits and vulnerability assessments.
- User Training & Support: Provide training and support for employees to effectively use IT systems, software, and tools. Develop user guides or documentation to assist with common IT tasks.
- Backup and Recovery: Ensure that data backup procedures are followed, and disaster recovery plans are in place. Regularly test backup systems to ensure data integrity.
- IT Inventory Management: Track and manage the IT equipment inventory, including maintaining records of hardware and software assets. Oversee the life cycle of IT equipment, including replacement and disposal.
- Collaboration with other IT Teams: Collaborate with other members of the IT department from Head Office to implement new technologies, troubleshoot system issues, and participate and contribute to ongoing IT projects.
- Vendor Management: Liaise with third-party vendors and service providers for IT services, support contracts, and hardware/software procurement.
- Documentation: Maintain accurate and up-to-date documentation for all IT systems, configurations, and procedures.
Working relationships
Internal Relationships
- Accountable to the IT Manager
- Required to liaise and work closely with the other departments as may be necessary
External Relationships
- Service providers
Knowledge, Experience And Qualifications Required
- Bachelor’s degree in computer science, Information Technology, or related field
- 4+ years of experience in IT support or related roles
- Relevant certifications (e.g. ITIL, CompTIA Network+, Cisco CCNA)
Competencies
Technical Skills
- Proficiency in managing operating systems (Windows Server, Linux, macOS)
- Experience with networking protocols (TCP/IP, DNS, DHCP, VPN)
- Experience with security practices and technologies (firewalls, antivirus software, data encryption and protection, etc.)
- Experience with backup solutions and disaster recovery planning
- Experience with IT service management (ITSM) tools and helpdesk ticketing systems
- Strong troubleshooting skills and ability to resolve technical issues quickly
- Proficiency in programming languages like Python, Java, JavaScript, VB.Net.
- Familiarity with IT project management methodologies (Agile, Waterfall)
- Experience with cloud computing platforms (AWS, Azure, GCP).
- Experience with database management systems (SQL Server, Oracle etc)
Soft Skills
- Excellent communication and collaboration skills
- Attention to detail and ability to work under pressure
- Ability to work in a fast-paced, agile environment
- Ability to collaborate with cross-functional teams
- Ability to work independently and as part of a team
- Strong focus on automation and efficiency
Core competencies
- Communication skills
- Building Relationships
- Focuses on the Customers
- Develops Self
- Solves Problems
Primary Location
Malawi-Blantyre-Blantyre
Organization
Britam Insurance Company Malawi Limited