Background

BQI Technologies is seeking to engage an IT Support Consultant to provide reliable, responsive, and professional IT support services across the organization. The consultant will play a key role in ensuring smooth day-to-day technology operations, supporting staff productivity, maintaining secure systems, and strengthening overall IT governance and user experience.

The consultant will provide both remote and on-site technical support as needed, while also advising on system improvements, security practices, and IT asset management.

Purpose of the Assignment

The purpose of this consultancy is to provide end-to-end IT support services, including user support, system administration, infrastructure maintenance, security implementation, documentation, and staff training. The consultant will help ensure that the organisation’s IT environment remains secure, efficient, and fit for purpose.

Scope of Work

The IT Support Consultant will be responsible for the following:

A. IT Support and Help Desk

• Provide first-line and second-line technical support to staff through email, phone, remote access, or on-site visits.
• Diagnose and resolve hardware, software, connectivity, printer, email, and user access issues in a timely manner.
• Support users across Windows and MacOS environments.

B. System Administration and Security

• Set up, configure, and deploy user computers and devices using Microsoft Intune and Microsoft 365.
• Manage user accounts, MFA enrollment, permissions, licenses, and group policies across organisational systems.
• Manage and support access to internal and client systems, including developer tools, shared environments, and secure access platforms.
• Support onboarding and offboarding from an IT systems perspective.
• Implement and maintain core IT security controls including password policies, device compliance, encryption, firewalls, antivirus, and endpoint protection.
• Monitor systems for vulnerabilities, unusual activity, or security risks and properly configure security controls.
• Support compliance with internal IT and information security policies.

C. Infrastructure and Maintenance

• Monitor and maintain core IT infrastructure including laptops, desktops, and shared systems.
• Support routine system upgrades, patching, and updates for devices and software.
• Monitor network performance and troubleshoot connectivity issues.
• Oversee or support data backup and recovery procedures to ensure business continuity.
• Maintain an updated inventory of IT assets and equipment.
• Identify inefficiencies, recurring issues, and opportunities for improving IT service delivery.

D. Documentation and Training

• Develop and maintain clear documentation for IT procedures, configurations, troubleshooting guides, and user support processes.
• Prepare user-friendly guidance materials for staff on common IT tools and systems.
• Conduct basic staff training and orientation on new technology tools, cybersecurity awareness, and good IT practices.
• Ensure IT records and support documentation are organised and up to date.

Deliverables

The consultant will be expected to deliver the following:

• Functional and responsive IT support service for all users within the agreed support period.
• Timely resolution of logged IT support tickets.
• Proper setup and configuration of end-user devices and accounts through Microsoft Intune and Microsoft 365.
• System maintenance, patching, and infrastructure monitoring reports.
• Implemented or improved IT security controls and recommendations.
• Clear IT documentation, user guides, and training materials.
• Periodic summary reports highlighting support trends, issues resolved, risks identified, and recommendations for improvement. Workshop design and agenda.

Duration of the Consultancy

The consultancy will run for a period of 2 months. The assignment may be renewed based on performance, organizational need, and budget availability.

Duty Station and Modality

The consultant will work for 1 to 2 days per week remote and on-site on-call basis depending on organizational needs. Physical presence may be required for device setup, troubleshooting, maintenance, training, or other infrastructure-related assignments.

Reporting Line

The IT Support Consultant will report to the Chief Technology Officer and will work closely with all staff.

Required Qualifications and Experience

The ideal consultant should have:

• A degree in Information Technology, Computer Science, Information Systems, or a related field.
• At least 2 years of relevant experience in IT support, help desk services, or systems administration.
• Proven experience supporting both Windows and MacOS environments.
• Hands-on experience with Microsoft 365 and Microsoft Intune administration.
• Good understanding of network devices and infrastructure, including routers, switches, and wireless connectivity.
• Good understanding of network protocols, endpoint management, and basic cybersecurity tools and controls.
• Experience in user account management, device setup, troubleshooting, software installation, and system upgrades.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to explain technical issues clearly to non-technical users.
• Strong organizational skills and ability to manage multiple support requests effectively.

Required Competencies

The consultant should demonstrate:

• Professionalism and responsiveness
• Strong customer service orientation
• Attention to detail
• Accountability and reliability
• Good judgement in handling IT risks and confidential information
• Ability to work independently and proactively
• Practical, solution-oriented mindset

Payment Terms

Payment will be made [monthly / upon submission of invoice / based on agreed milestones] and subject to satisfactory performance and submission of required reports or deliverables.

• Provide first-line and second-line technical support to staff through email, phone, remote access, or on-site visits.
• Diagnose and resolve hardware, software, connectivity, printer, email, and user access issues in a timely manner.
• Support users across Windows and MacOS environments.
• Set up, configure, and deploy user computers and devices using Microsoft Intune and Microsoft 365.
• Manage user accounts, MFA enrollment, permissions, licenses, and group policies across organisational systems.
• Manage and support access to internal and client systems, including developer tools, shared environments, and secure access platforms.
• Support onboarding and offboarding from an IT systems perspective.
• Implement and maintain core IT security controls including password policies, device compliance, encryption, firewalls, antivirus, and endpoint protection.
• Monitor systems for vulnerabilities, unusual activity, or security risks and properly configure security controls.
• Support compliance with internal IT and information security policies.
• Monitor and maintain core IT infrastructure including laptops, desktops, and shared systems.
• Support routine system upgrades, patching, and updates for devices and software.
• Monitor network performance and troubleshoot connectivity issues.
• Oversee or support data backup and recovery procedures to ensure business continuity.
• Maintain an updated inventory of IT assets and equipment.
• Identify inefficiencies, recurring issues, and opportunities for improving IT service delivery.
• Develop and maintain clear documentation for IT procedures, configurations, troubleshooting guides, and user support processes.
• Prepare user-friendly guidance materials for staff on common IT tools and systems.
• Conduct basic staff training and orientation on new technology tools, cybersecurity awareness, and good IT practices.
• Ensure IT records and support documentation are organised and up to date.

• IT support
• Help desk services
• Systems administration
• Windows and MacOS support
• Microsoft 365 administration
• Microsoft Intune administration
• Network device and infrastructure understanding
• Network protocols understanding
• Endpoint management understanding
• Basic cybersecurity tools and controls understanding
• User account management
• Device setup
• Troubleshooting
• Software installation
• System upgrades
• Communication skills
• Interpersonal skills
• Problem-solving skills
• Organizational skills

• A degree in Information Technology, Computer Science, Information Systems, or a related field.
• At least 2 years of relevant experience in IT support, help desk services, or systems administration.
• Proven experience supporting both Windows and MacOS environments.
• Hands-on experience with Microsoft 365 and Microsoft Intune administration.
• Good understanding of network devices and infrastructure, including routers, switches, and wireless connectivity.
• Good understanding of network protocols, endpoint management, and basic cybersecurity tools and controls.
• Experience in user account management, device setup, troubleshooting, software installation, and system upgrades.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to explain technical issues clearly to non-technical users.
• Strong organizational skills and ability to manage multiple support requests effectively.