CAREER OPPORTUNITY – IT SYSTEMS SUPPORT SPECIALIST

HAIL & COTTON (Malawi) LIMITED, a fully owned subsidiary of HAIL & COTTON International B.V. based in Netherlands, a company that supplies premium leaf tobacco and value added services to manufacturers of tobacco products worldwide, is urgently looking for qualified candidates to fill the positions of IT Systems Support Specialist.

Purpose of the Job:

The primary purpose of the IT Systems Support Specialist role is to ensure effective support and maintenance of business systems, provide timely resolution of technical issues, and deliver high-quality end-user assistance to enhance overall user satisfaction. The position reports directly to the IT Manager.

Key Responsibilities

1. Handling IT Incidents and Supports Business Software applications.

• Providing first-line support to end-users, troubleshooting hardware (including computers, tablets, printers, and servers), and software issues.
• Installing, configuring, and maintaining computer hardware, systems, networks, and peripherals.
• Logging all reported IT incidents from users into Service desk system and ensuring all incidents are documented, prioritized.
• Tracking and providing users with the incident’s resolution progress. Make follow-ups on all incident resolutions with responsible IT agents both internal and externally Ensure all incidents are resolved according to service level agreements (SLAs).
• Updating and upgrading computer software and hardware systems.
• Documenting reviews and users’ access rights required by applications.

2. Maintaining Hardware and Software Inventories.

• Maintaining IT hardware inventory up to date – computers, printers, scanners, data collection mobile devices etc.
• Monitoring that users are running only approved software on all computers.
• Carrying out primary repairing & maintenance of all peripheral devices – printers, document scanners, data collection mobile devices
• Maintaining IT software inventory up to date – Application software used on computers.

3. Network infrastructure Support

• Basic troubleshooting of network issues, monitoring network infrastructure, and maintaining network devices (like servers, switches, routers, and firewalls) and proactively identify potential issues to minimize downtime.

4. Security and Compliance:

• Enforce global IT security policies, procedures, and standards to ensure compliance and security.
• Ensure all users are completing monthly security trainings.

Qualifications, Experience and Skills

• Bachelor’s Degree in Information Technology, Information Systems, Computer Science, or a related field
• Proven experience in an IT Support Analyst or similar technical support role
• Strong knowledge of Windows/macOS, MS Office Suite, and common business applications.
• Solld understanding of IT systems, networks, and software applications, including TCP/IP, DNS, and DHCP.
• Proficiency with helpdesk software, ticketing systems, technical documentation, and remote support tools.
• Excellent problem-solving and analytical thinking abilities
• Strong communication, interpersonal, and customer service skills
• Ability to work under pressure, manage multiple priorities, and collaborate effectively within a team.
• Customer-focused mindset with a commitment to delivering high-quality support.

Remuneration

An attractive package will be offered to the successful candidates.

• Providing first-line support to end-users, troubleshooting hardware (including computers, tablets, printers, and servers), and software issues.
• Installing, configuring, and maintaining computer hardware, systems, networks, and peripherals.
• Logging all reported IT incidents from users into Service desk system and ensuring all incidents are documented, prioritized.
• Tracking and providing users with the incident’s resolution progress. Make follow-ups on all incident resolutions with responsible IT agents both internal and externally Ensure all incidents are resolved according to service level agreements (SLAs).
• Updating and upgrading computer software and hardware systems.
• Documenting reviews and users’ access rights required by applications.
• Maintaining IT hardware inventory up to date – computers, printers, scanners, data collection mobile devices etc.
• Monitoring that users are running only approved software on all computers.
• Carrying out primary repairing & maintenance of all peripheral devices – printers, document scanners, data collection mobile devices
• Maintaining IT software inventory up to date – Application software used on computers.
• Basic troubleshooting of network issues, monitoring network infrastructure, and maintaining network devices (like servers, switches, routers, and firewalls) and proactively identify potential issues to minimize downtime.
• Enforce global IT security policies, procedures, and standards to ensure compliance and security.
• Ensure all users are completing monthly security trainings.

• Strong knowledge of Windows/macOS, MS Office Suite, and common business applications.
• Solld understanding of IT systems, networks, and software applications, including TCP/IP, DNS, and DHCP.
• Proficiency with helpdesk software, ticketing systems, technical documentation, and remote support tools.
• Excellent problem-solving and analytical thinking abilities
• Strong communication, interpersonal, and customer service skills
• Ability to work under pressure, manage multiple priorities, and collaborate effectively within a team.
• Customer-focused mindset with a commitment to delivering high-quality support.

• Bachelor’s Degree in Information Technology, Information Systems, Computer Science, or a related field
• Proven experience in an IT Support Analyst or similar technical support role