IT Technician

JOB DESCRIPTION – IT TECHNICIAN Group Company Shalina Healthcare Designation IT Technician Office Location Luanda, Angola Position Description Responsible for providing technical support to employees, maintaining IT equipment and systems, troubleshooting hardware and software issues, supporting network infrastructure, and ensuring the availability, security, and efficient operation of the organization's IT environment. Primary Responsibilities Provide first and second-level technical support to employees; Diagnose and resolve hardware, software, network, and connectivity issues; Install, configure, maintain, and troubleshoot computers, printers, peripherals, and other IT equipment; Install and configure operating systems and business applications; Support Microsoft 365 applications and user accounts; Monitor and maintain local area networks and related infrastructure; Support the management and maintenance of servers and IT infrastructure; Perform regular backups and support data recovery procedures; Monitor IT systems and identify potential technical or security issues; Assist with IT security measures, access controls, and endpoint protection; Maintain accurate records of IT assets, equipment, users, and technical incidents; Ensure timely resolution and proper documentation of support requests; Escalate complex technical issues to the appropriate IT support level or external service provider. Additional Responsibilities Support new employee onboarding by preparing computers, accounts, email, and system access; Assist with user account creation, modification, and deactivation; Support IT-related projects and system implementations; Coordinate with external IT service providers when required; Provide basic user training and guidance on IT systems and applications; Ensure IT equipment is properly maintained and securely used; Contribute to the development and improvement of IT procedures; Support IT audits and compliance requirements; Perform other IT-related duties assigned by management. Reporting Team Reporting Designation IT Manager / IT Head Reporting Department Information Technology Educational Qualifications Preferred Category Technical or Higher Education Field Specialization Information Technology, Computer Science, Information Systems, Computer Engineering, Network Administration, or related fields Degree Technical Diploma, Bachelor's Degree, or equivalent qualification in Information Technology or a related field Academic Score Not applicable; satisfactory academic performance preferred Institution Tier Recognized Technical or Higher Education Institution Required Certification/s IT-related professional certifications will be an advantage; Microsoft, CompTIA, Cisco, or similar certifications will be an advantage; Network or cybersecurity certifications will be an advantage. Required Training/s Microsoft 365 administration and support; Windows operating systems; Computer hardware and troubleshooting; Networking fundamentals; IT security awareness; Data backup and recovery; IT service management will be an advantage. Required Work Experience Industry Information Technology, Telecommunications, Retail, Healthcare, FMCG, Manufacturing, or other corporate environments Role IT Technician / IT Support Technician / Helpdesk Technician / Technical Support Specialist Years of Experience Minimum 2 years of relevant experience in IT support or technical support Key Performance Indicators IT support request resolution rate; Average response and resolution time; System and network availability; User satisfaction with IT support; Percentage of IT incidents resolved within SLA; IT equipment availability and functionality; Backup completion and recovery readiness; Reduction of recurring technical incidents; IT asset and inventory accuracy; Compliance with IT security procedures. Required Competencies Technical problem-solving; Customer/user orientation; Analytical thinking; Attention to detail; Communication; Teamwork; Time management; Organization and planning; Adaptability; Accountability; Ability to work under pressure; Continuous learning mindset. Required Knowledge Windows operating systems; Microsoft 365 environment; Computer hardware and peripherals; Local Area Networks (LAN); TCP/IP and basic networking concepts; Printers and network devices; User account and access management; Basic server administration; Backup and data recovery procedures; IT security fundamentals; Antivirus and endpoint protection; Basic troubleshooting methodologies; IT asset management. Required Skills Hardware and software troubleshooting; Network troubleshooting; Microsoft 365 support; Windows installation and configuration; Computer and peripheral maintenance; User account management; Printer configuration and troubleshooting; Basic server support; Backup monitoring; IT incident management; Documentation and reporting; Microsoft Office/Excel proficiency. Required Abilities Physical Ability to work with computers, servers, networking equipment, and other IT infrastructure; Ability to move and install IT equipment when required; Ability to work in office and technical environments; Ability to perform occasional equipment inspections and maintenance; Ability to work outside normal office hours when required for critical IT incidents or planned maintenance. Other Strong troubleshooting ability; Ability to explain technical matters to non-technical users; Ability to manage multiple support requests simultaneously; Ability to work independently and as part of a team; Strong sense of confidentiality when handling company information and user data; Ability to respond quickly to technical incidents. Work Environment Details The position is primarily office-based, with regular interaction with users and occasional work in server rooms, network infrastructure areas, warehouses, stores, and other company facilities. The role may require movement between company locations and occasional work outside standard business hours for critical incidents, system maintenance, or IT implementations. Specific Requirements Travel Occasional travel between company offices, stores, warehouses, or other operational locations may be required. Vehicle Not required; a valid driving licence will be an advantage. Work Permit Required for foreign candidates, where applicable, in accordance with Angolan legislation. Other Details Strong customer-service orientation; Ability to maintain confidentiality of company and employee information; Availability to provide technical support across different company locations; Ability to work on multiple technical issues and prioritize according to business impact; English language proficiency will be an advantage, particularly in environments requiring communication with international IT teams. Other Details Pay Rate To be determined based on experience, qualifications, and the company's salary structure. Contract Types Permanent Employment Contract, subject to applicable legal requirements and company approval. Time Constraints Full-time position, based on the company's standard working hours, with availability for occasional after-hours support when required. Compliance Related Compliance with applicable Angolan labour legislation; Compliance with company IT policies and procedures; Compliance with information security and data protection requirements; Compliance with IT access control policies; Compliance with equipment usage and asset management procedures; Compliance with backup and data recovery procedures; Compliance with internal cybersecurity requirements. Union Affiliation Not applicable / In accordance with applicable Angolan labour legislation and any recognized employee or trade union representation within the company.