Telekom Networks Malawi plc (TNM)

Responsibilities or duties

• Provides first-line technical support for hardware, software, network, and application issues.
• Performs basic troubleshooting and resolves issues at first contact where possible.
• Escalates complex issues to second-line or specialist support teams.
• Maintains IT equipment inventory and conduct routine checks on Call Centre devices.
• Supports systems installation, setup, and basic maintenance for Call Centre environments.
• Follows up with users to ensure issues are resolved satisfactorily.
• Communicates technical issues clearly and professionally to users.
• Ensures proper user verification before providing support.
• Adheres to IT policies, and Data protection requirements.
• Maintains confidentiality of user and organizational information.
• Report security incidents and systems risk promptly.

Educational and professional Requirements

• Bachelor’s Degree or Diploma in Information Technology, Computer Science, or a related field.
• Good understanding of IT support principles and service desk operations.
• Strong communication and customer service skills.

Experience needed

• Experience in IT support or a similar technical support environment.
• Experience working in a fast-paced service desk or Call Centre Environment.
• Experience in troubleshooting hardware, software, and network- related issues.

• Provides first-line technical support for hardware, software, network, and application issues.
• Performs basic troubleshooting and resolves issues at first contact where possible.
• Escalates complex issues to second-line or specialist support teams.
• Maintains IT equipment inventory and conduct routine checks on Call Centre devices.
• Supports systems installation, setup, and basic maintenance for Call Centre environments.
• Follows up with users to ensure issues are resolved satisfactorily.
• Communicates technical issues clearly and professionally to users.
• Ensures proper user verification before providing support.
• Adheres to IT policies, and Data protection requirements.
• Maintains confidentiality of user and organizational information.
• Report security incidents and systems risk promptly.

• Strong communication and customer service skills.

• Bachelor’s Degree or Diploma in Information Technology, Computer Science, or a related field.
• Experience in IT support or a similar technical support environment.
• Experience working in a fast-paced service desk or Call Centre Environment.
• Experience in troubleshooting hardware, software, and network- related issues.
• Good understanding of IT support principles and service desk operations.