Our client is seeking a Junior IT Support Engineer to provide reliable first-level IT support to users at Onguma Game Lodge, representing as the primary onsite technical contact. The role involves assisting lodge guests and staff, resolving routine desktop, software and connectivity issues, minimising disruptions, and ensuring excellent customer service. The successful candidate will work independently on routine technical matters while collaborating with remote technical team to escalate more complex issues.

1. Onsite technical support:

• Assist users with everyday issues affecting desktops, laptops, monitors, printers, peripherals and standard software.
• Set up and troubleshoot Windows workstations, Microsoft 365 applications, Outlook and Teams, within approved procedures.
  
• Perform basic checks on network connectivity, Wi-Fi, cabling and access issues; investigate straightforward problems before escalating.
  
• Assist with basic user onboarding, device setup and account or password requests where authorised.
• Carry out routine device checks and simple onsite tasks requested by the Technical team.Recognise that IT issues can affect guest comfort and lodge operations, and prioritise requests accordingly.

2. Tickets, escalation and service delivery

• Log work and time accurately in Autotask or the approved service management system, including actions taken and outcomes.
  
• Prioritise requests according to client impact, agreed SLAs and workflows.
• Escalate issues promptly when they are outside Tier 1 capability, require higher-level access or pose a security or business risk.
• Work with remote engineers on troubleshooting, site information, testing, remote access and follow-through until a clear handover or resolution.
  

3. Client service and professionalism

• Provide friendly, professional onsite support and keep users updated on progress and next steps.
• Communicate technical problems clearly to the remote support team and record useful notes for future reference.
• Follow Onguma Game Lodge site requirements, procedures, confidentiality standards and safe device-handling practices.
• Maintain a friendly, approachable and service-oriented manner when assisting guests, lodge staff and management. Recruitment role profile | Onguma Game Lodge, Namibia
• Adapt communication to the person being assisted, remaining patient and professional when dealing with frustrated users or urgent requests.
• Handle guest interactions and business information discreetly, respecting the standards expected in a hospitality environment.

Minimum requirements

• Matric / Grade 12.
• Approximately one year of practical IT support exposure. Relevant internships, learnerships, workplace placements or entry-level support experience will be considered.
• Hands-on confidence with Windows PCs and laptops, basic troubleshooting, Microsoft 365 applications and common user support requests.
• Basic knowledge of printers, peripherals, network connectivity and simple fault isolation.
• Ability to handle routine onsite issues without constant supervision, while knowing when to ask for help or escalate.
• Clear communication, accurate documentation and reliable attendance at the client site.
• An IT-related diploma, certificate, college qualification or recognised technical training.
• CompTIA A+ or Network+ (completed or actively studying).
• Exposure to a ticketing platform, such as Autotask, or any structured helpdesk system.
• Basic understanding of Active Directory, Microsoft 365 administration, IP telephony (3CX / Yeastar) or onsite cabling.

Closing Date: 04 November 2026