IT Support Consultant

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.

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.

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.