Background information about the job or company (e.g., role context, company overview)

The Zambian Open University (ZAOU) is an institution of high standing both locally and internationally, whose vision is “to be an internationally recognized University providing quality education through full-time, Open and distance, and blended learning’’. The University is now looking for a self-motivated, suitably qualified individual to fill up the position of ICT Support Technician.

Position Title: ICT Support Technician (x2)

Job Summary

The University is seeking two proactive and customer-focused ICT Support Technicians to join the ICT team. The role involves providing technical assistance to staff and students, maintaining ICT systems, and ensuring the smooth operation of University platforms. The successful candidates will be responsible for diagnosing and resolving ICT issues, installing and configuring hardware/software, and supporting core systems such as Moodle (LMS), SRMS, and other institutional applications.

Responsibilities or duties

1. Web & Application Support

Support, customize, and maintain university web-based systems (Moodle LMS, SRMS, and related platforms).

Apply PHP, JavaScript, HTML5, and CSS3 for front-end customization and troubleshooting.

Use Python or Java for scripting, automation, and integration tasks.

2. Support Database Administration

Maintain SQL/MySQL/MariaDB and PostgreSQL databases for Moodle and SRMS.

Troubleshoot database issues, optimize queries, and ensure data security and integrity.

Provide support for MongoDB setups when required.

3. Learning Management System (LMS) Support

Install, configure, and upgrade Moodle instances.

Manage plugins, troubleshoot system errors, and support integrations.

Provide user support to lecturers and students on course access, grading, and usage.

4. Student Records Management System (SRMS) Support

Configure SRMS modules, manage users, and generate academic reports.

Troubleshoot application and database-level issues.

Ensure SRMS integration with LMS, banks, HR, finance, and library systems.

5. Support Operating Systems & Server Administration

Manage Windows Server 2022 and Linux servers (Ubuntu, CentOS, Debian).

Support Active Directory, file sharing, and server services.

Monitor performance, apply patches, and ensure uptime.

6. Networking & Security Support

Provide support for TCP/IP, DNS, DHCP, and VPN configuration.

Manage firewalls, SSL/TLS certificates, and system security.

Enforce role-based access control and compliance with FERPA/GDPR standards.

7. System Integration & API Support

Support REST/SOAP API integrations between institutional systems (LMS, SRMS, HR, finance, banks).

Handle JSON/XML data for system interoperability.

Document integration procedures for future reference.

8. Support Version Control & Deployment

Use Git/GitHub/GitLab for version control and collaborative development.

Support CI/CD pipelines for patches, updates, and deployments.

9. User Support & Training

Provide first-line helpdesk support to staff and students.

Diagnose and resolve ICT issues across systems.

Prepare technical guides, manuals, and user documentation.

Conduct training sessions for staff and administrators on ICT systems.

Qualifications or requirements (e.g., education, skills)

Grade 12 Certificate with Credits or better in English and Mathematics.

Diploma in Information Systems, Information Technology, Computer Science, Computer Studies or a related field.

Bachelor’s degree in the above fields (added advantage).

Experience needed

Diploma holders: Minimum of 3 years of proven experience in ICT support or a related role.

Degree holders: Minimum of 1 year of proven experience in ICT support or a related role.

Familiarity with networking protocols and troubleshooting hardware/software issues.

Knowledge of websites and systems development (advantage).

Excellent communication, interpersonal, and problem-solving skills.

Ability to prioritize tasks and perform under pressure.

Customer-focused with a commitment to delivering quality service.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Additional Skills (Advantageous)

Relevant certifications: CompTIA A+, Microsoft Certified Desktop Support Technician, or equivalent.

Programming: PHP, Python.

Databases: SQL/MySQL/MariaDB, PostgreSQL.

Cloud: AWS, Azure, or Google Cloud experience.

Business Intelligence tools: Power BI, Tableau.

• Support, customize, and maintain university web-based systems (Moodle LMS, SRMS, and related platforms).
• Apply PHP, JavaScript, HTML5, and CSS3 for front-end customization and troubleshooting.
• Use Python or Java for scripting, automation, and integration tasks.
• Maintain SQL/MySQL/MariaDB and PostgreSQL databases for Moodle and SRMS.
• Troubleshoot database issues, optimize queries, and ensure data security and integrity.
• Provide support for MongoDB setups when required.
• Install, configure, and upgrade Moodle instances.
• Manage plugins, troubleshoot system errors, and support integrations.
• Provide user support to lecturers and students on course access, grading, and usage.
• Configure SRMS modules, manage users, and generate academic reports.
• Troubleshoot application and database-level issues.
• Ensure SRMS integration with LMS, banks, HR, finance, and library systems.
• Manage Windows Server 2022 and Linux servers (Ubuntu, CentOS, Debian).
• Support Active Directory, file sharing, and server services.
• Monitor performance, apply patches, and ensure uptime.
• Provide support for TCP/IP, DNS, DHCP, and VPN configuration.
• Manage firewalls, SSL/TLS certificates, and system security.
• Enforce role-based access control and compliance with FERPA/GDPR standards.
• Support REST/SOAP API integrations between institutional systems (LMS, SRMS, HR, finance, banks).
• Handle JSON/XML data for system interoperability.
• Document integration procedures for future reference.
• Use Git/GitHub/GitLab for version control and collaborative development.
• Support CI/CD pipelines for patches, updates, and deployments.
• Provide first-line helpdesk support to staff and students.
• Diagnose and resolve ICT issues across systems.
• Prepare technical guides, manuals, and user documentation.
• Conduct training sessions for staff and administrators on ICT systems.

• PHP
• JavaScript
• HTML5
• CSS3
• Python
• Java
• SQL
• MySQL
• MariaDB
• PostgreSQL
• MongoDB
• Moodle
• SRMS
• Windows Server 2022
• Linux (Ubuntu, CentOS, Debian)
• Active Directory
• TCP/IP
• DNS
• DHCP
• VPN
• Firewalls
• SSL/TLS certificates
• REST API
• SOAP API
• JSON
• XML
• Git
• GitHub
• GitLab
• CI/CD pipelines
• Helpdesk support
• Troubleshooting hardware/software issues
• Excellent communication skills
• Interpersonal skills
• Problem-solving skills
• Ability to prioritize tasks
• Ability to perform under pressure
• Customer-focused
• Commitment to delivering quality service

• Grade 12 Certificate with Credits or better in English and Mathematics.
• Diploma in Information Systems, Information Technology, Computer Science, Computer Studies or a related field.
• Bachelor’s degree in the above fields (added advantage).
• Familiarity with networking protocols.
• Knowledge of websites and systems development (advantage).
• Relevant certifications: CompTIA A+, Microsoft Certified Desktop Support Technician, or equivalent (advantageous).