Dalilang Foods & Beverages is a Ugandan FMCG manufacturer producing packaged snacks, including potato crisps, gonja chips, coated peanuts and peanut butter, alongside spring water, fruit nectars and energy drinks.

Provides first line technical support to employees utilizing company computers, printers, networks, email, and approved business systems.

Ensures smooth daily IT operations by resolving hardware and software issues, maintaining asset inventories, and enforcing cybersecurity protocols.

Key Duties & Responsibilities

• Provide first line technical support across telephone, email, helpdesk tickets, and direct user requests.
• Prepare new computers and connect monitors, keyboards, mice, printers, network cables, and other peripherals using approved procedures.
• Handle user account creation and password resets strictly according to authorization procedures.
• Record user issues and perform basic troubleshooting for printer failures, network disconnects, Wi Fi issues, slow performance, and basic software errors.
• Escalate unresolved, complex technical problems following standard troubleshooting steps.
• Enforce software compliance by ensuring no unauthorized software is installed on company devices.
• Maintain the IT equipment inventory by labeling equipment and recording assignments of computers, monitors, printers, phones, and accessories.
• Adhere strictly to cybersecurity rules, avoiding insecure password handling and promptly escalating suspicious emails, malware warnings, or unusual network activity.
• Assist with data backups, software updates, and routine system checks under supervision.

Skills

• Logical hardware and software troubleshooting
• Customer service and user communication
• Desktop setup and basic network support
• Helpdesk ticketing and IT asset documentation
• Cybersecurity awareness and compliance

Education Qualifications & Experience

Education Qualifications

• Degree, Higher Diploma, Diploma, National Diploma, National Certificate, vocational ICT qualification, technical certificate, or recognized vendor certificate in Information Technology, Computer Science, Computer Engineering, Information Systems, Software Engineering, Networking, Telecommunications, Electronics, Business Computing, or related programs.
• UACE with strong ICT training in relevant computing disciplines.
• UCE supplemented with credible computer support or networking training.

Experience

• No prior work experience required.
• Onboarding training is provided covering company systems, user accounts, approved operating systems, printers, networking basics, cybersecurity, helpdesk tickets, asset management, and escalation procedures.

• Provide first line technical support across telephone, email, helpdesk tickets, and direct user requests.
• Prepare new computers and connect monitors, keyboards, mice, printers, network cables, and other peripherals using approved procedures.
• Handle user account creation and password resets strictly according to authorization procedures.
• Record user issues and perform basic troubleshooting for printer failures, network disconnects, Wi Fi issues, slow performance, and basic software errors.
• Escalate unresolved, complex technical problems following standard troubleshooting steps.
• Enforce software compliance by ensuring no unauthorized software is installed on company devices.
• Maintain the IT equipment inventory by labeling equipment and recording assignments of computers, monitors, printers, phones, and accessories.
• Adhere strictly to cybersecurity rules, avoiding insecure password handling and promptly escalating suspicious emails, malware warnings, or unusual network activity.
• Assist with data backups, software updates, and routine system checks under supervision.

• Logical hardware and software troubleshooting
• Customer service and user communication
• Desktop setup and basic network support
• Helpdesk ticketing and IT asset documentation
• Cybersecurity awareness and compliance

• Degree, Higher Diploma, Diploma, National Diploma, National Certificate, vocational ICT qualification, technical certificate, or recognized vendor certificate in Information Technology, Computer Science, Computer Engineering, Information Systems, Software Engineering, Networking, Telecommunications, Electronics, Business Computing, or related programs.
• UACE with strong ICT training in relevant computing disciplines.
• UCE supplemented with credible computer support or networking training.