Company Description
SOFTMIX, founded in 1995, is a privately held company dedicated to providing Information Technology services across Africa. With a team of over 100 professionals, more than 70% focus on delivering exceptional service and support to clients throughout the continent. Leveraging a deep understanding of Africa’s dynamic tech landscape, SOFTMIX provides proactive IT strategies that boost efficiency, security, and scalability. Whether working with startups or large enterprises, the company delivers reliable infrastructure, expert guidance, and innovative solutions, empowering businesses and driving digital transformation.
Role Description
This is a dispatch on-site role for an IT Support Technician based in Lilongwe, Malawi. The IT Support Technician will be responsible for providing technical support, troubleshooting hardware and software issues, repairing and maintaining desktop computers and printers. Additional responsibilities include ensuring prompt and effective resolution of technical issues and maintaining computer systems to optimize efficiency and performance.
Qualifications
Proficiency in Technical Support and Troubleshooting with a strong ability to diagnose and resolve hardware and software issues.Experience with Desktop Computers and Computer Repair to maintain and upgrade systems as needed.
Knowledge of Printer Support to address installation, maintenance, and troubleshooting tasks for printers and related peripherals.
Strong problem-solving skills and an analytical approach to technical challenges.
Ability to work independently or collaboratively in an on-site setting.
Degree, diploma, or certification in Information Technology or a related field is preferred.
1.1. Job Description
1.1.1 Field Support Representative Level 1
· Job Description:
o Provide Install Move Add Change (lMAC), Break-Fix and end user support activities as required.
o Where required, provide support for the Manufacturing “Shop-Floor” handhelds, laptops, and scanner devices.
o Perform data collection/preservation activities as they relate to migrations and/or eDiscovery.
o Stage Build and Image systems with standard client image (aka eCore).
· Job Qualifications:
o Good Communication Skills.
o Good Analytic/Troubleshooting Skills.
o Strong working knowledge of MS Windows Operating System.
o Working knowledge of MS Office and basic business application.
o Good Customer Support Skills.
o Minimum 2 years desk side support services.
o Basic knowledge of networks, telecom, and compute/storage.
o Basic knowledge of mobile device support.
1.1.2 Field Support Representative Level 2
· Job Description:
o Responsible for FS operation for more than one or more site
o Provide VIP Support and Team management
o Provide Install Move Add Change (IMAC), Break-Fix and end user support activities as required.
o Stage Build and Image systems with standard client image (aka eCore).
o Complete special projects as requested by Customer.
o Provides technical training to more junior employees.
o Perform data collection/preservation activities as they relate to migrations and/or eDiscovery.
o Where required, provide support for the Manufacturing "Shop Floor'' handhelds, laptops and scanner devices.
· Job Qualifications:
o Strong Communication Skills.
o Strong Analytic/Troubleshooting Skills.
o Strong understanding of MS Windows Operating Systems.
o Strong working knowledge of MS Office and basic business application.
o Strong Customer Support Skills.
o Minimum 2 - 5 years desk side support services.
o A+, MCP, MCSE or equivalent certification desired.
o Basic knowledge of networks, telecom, and compute/storage.
o Advanced knowledge of MacOS & iOS environment & administration.
o Advanced understanding of the MacOS imaging & end-point deployment process.
o Basic understanding of policy, user certificates and keychains design, management and deployment.
o Advanced knowledge of mobile device support
1.1.3 Field Support Representative Level 3
· Job Description:
o Responsible for FS operation for more than one or more site
o Provide VIP Support and Team management
o Provide Install Move Add Change (IMAC), Break-Fix and end user support activities as required.
o Resolve Complex Client Computing Problems for Customer business customers and IT Service Areas.
o Troubleshoot very complex problems.
o Complete Special projects as requested by Customer.
o Collect and collate performance reporting information e.g., call and fault statistics. Forward to appropriate person as requested.
o Provide technical training to more junior employees.
· Job Qualifications:
o Strong Communication Skills.
o Strong Analytic/Troubleshooting Skills.
o Strong understanding of MS Windows Operating Systems.
o Strong working knowledge of MS Office and basic business application.
o Strong Customer Support Skills.
o Advanced knowledge of MacOS & iOS environment & administration.
o Advanced understanding of the MacOS imaging & end-point deployment process.
o Advanced understanding of policy, user certificates and keychains design, management and deployment.
o Advanced knowledge of mobile device support.
o Minimum 5 years desk side support services.
o A+, MCP, MCSE or equivalent certification desired.
o Advanced knowledge of networks, telecom and server computing and storage technologies.
Others:
CISCO,CCNA and other Microsoft certifications will be an added advantage