JOB DETAILS:

Description

HMH Kuku is hiring an ICT Support Assistant to provide day-to-day ICT and administrative support for HMH KUKU (Yo Kuku! and Kenchic Uganda) operations. The role ensures efficient support to users and the continuity of ICT services by managing first-level support and escalating complex issues for resolution.

Reports to: ICT Administrator

Roles & Responsibilities

• Support the implementation and adherence to ICT strategies, systems, and policies.
• Monitor ICT systems and internet uptime, escalating downtime or persistent issues to the ICT Administrator.
• Install, configure, and maintain user computers, printers, and other ICT equipment.
• Troubleshoot and diagnose hardware/software issues and perform basic repairs or escalate when necessary.
• Provide timely user support on system access, Microsoft Office tools, printers, and internet use.
• Maintain system security and ensure backups are scheduled and functioning.

• • Monitor and maintain local network equipment (routers, switches, access points).
  • Maintain ICT asset registers and document incidents and resolutions.
  • Support virtual meetings, user account setups, and email access.
  • Participate in the implementation of ICT projects and group-wide initiatives.

Qualifications:

• Diploma or bachelor’s degree in information technology, Computer Science, or a related field.

Experience:

• At least 1 year of hands-on experience in an IT support or helpdesk role.
• Familiarity with Microsoft 365, Windows OS, basic networking, and use of remote support tools.

Competencies and Attributes

• Good communication skills
• Organized, proactive, and detail-oriented
• Basic understanding of LAN/WAN technologies
• Strong problem-solving abilities
• Willingness to learn and take initiative
• Ability to work independently and escalate appropriately
• Team player with a continuous improvement mindset