ICT Technical Support Officer

About this role

World Vision Tanzania is recruiting a full-time ICT Technical Support Officer to be based in Kigoma. The organisation operates in nearly 100 countries with approximately 34,000 staff, supporting the most vulnerable children to overcome poverty and achieve fullness of life, inspired by its Christian faith. This role forms part of the country office's ICT operations and is responsible for ensuring reliable, secure technology services across the head office and field locations. The incumbent serves as the first point of contact for day-to-day technical support to end users, responding to Level 1 and Level 2 support requests via telephone, e-mail, and remote tools while logging all call data into the service management system.

Core duties include providing and managing user access to business applications, coordinating the setup of computers and accounts for new hires, and organising ICT clinics and knowledge transfer sessions to build user capacity. The role also covers the installation, configuration, and minor repair of hardware, software, desktop PCs, laptops, and mobile devices; the deployment of system upgrades and software images across multiple clients; and technical support for video conferencing and productivity tools. Additional responsibilities include monitoring network functionality and taking the lead on Local Area Network installation, upgrading, and maintenance; configuring Cisco routers, switches, and Cisco Meraki devices; and working with Internet Service Providers to enforce Service Level Agreements and escalate outages promptly. The officer is further expected to ensure data protection and regular backups, train users on ICT security policies, manage asset inventory, and produce performance reports.

Required qualifications include a Bachelor's degree or Advanced Diploma in Information Technology, Computer Science, or Computer Engineering from a recognised university, paired with at least two years of experience in a networking or telecommunications environment. ITIL, CCNA, and Microsoft Certified Professional certifications are preferred.