About Company
Montepuez Ruby Mining (MRM) is a leading ruby producer in Mozambique, operating one of the world’s most significant ruby deposits in Montepuez, Cabo Delgado Province. A joint venture between Gemfields Group Limited and the Government of Mozambique, MRM is committed to responsible mining practices, sustainable development, and making a positive impact on the local community. We pride ourselves on operational excellence, innovation, and a strong dedication to safety and environmental stewardship. Our diverse team works collaboratively to extract precious rubies while contributing to the economic growth and social well-being of the region. Joining MRM means becoming part of a dynamic environment where your skills contribute directly to a globally recognized operation and local empowerment initiatives.
Job Description
Montepuez Ruby Mining (MRM) is seeking a dedicated and enthusiastic IT Helpdesk Aide to join our growing team in Montepuez, Cabo Delgado Province. This full-time, on-site role is critical in providing first-line technical support to our employees, ensuring the smooth and efficient operation of our IT systems and infrastructure. As an IT Helpdesk Aide, you will be the first point of contact for all IT-related queries and issues, from troubleshooting hardware and software problems to assisting with network connectivity and application support. Your primary goal will be to resolve technical issues promptly, escalate complex problems to senior IT staff when necessary, and maintain a high level of user satisfaction. You will play a vital role in supporting our diverse workforce, ensuring they have the necessary tools and technical assistance to perform their duties effectively within our dynamic mining environment. This position offers an excellent opportunity for an individual with foundational IT knowledge and a passion for problem-solving to grow their career within a major industry player committed to its employees and the community. You will contribute to maintaining the operational continuity of our IT services, which are fundamental to all aspects of our mining, administrative, and logistical operations. We are looking for someone who is not only technically capable but also possesses excellent communication skills, patience, and a strong customer service orientation.
Key Responsibilities
- Provide first-level technical support and troubleshooting for hardware, software, and network-related issues via phone, email, and in-person.
- Install, configure, and maintain computer systems, peripherals, and software applications for new and existing employees.
- Assist users with account management, password resets, and access permissions.
- Document, track, and monitor IT issues and resolutions using a helpdesk ticketing system.
- Escalate unresolved issues to appropriate senior IT personnel or external vendors when necessary.
- Conduct basic network troubleshooting, including connectivity tests and Wi-Fi support.
- Perform routine maintenance tasks such as system updates, backups, and virus scans.
- Educate and train users on basic IT procedures and best practices to prevent common issues.
- Maintain an accurate inventory of IT assets, including hardware and software licenses.
- Contribute to the creation and maintenance of IT knowledge base articles and documentation.
- Adhere to all company IT policies, security protocols, and safety regulations.
Required Skills
- Proficiency in Windows operating systems (Windows 10/11) and Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
- Basic understanding of networking concepts (TCP/IP, Wi-Fi, DNS).
- Familiarity with hardware components, troubleshooting, and basic repairs.
- Excellent problem-solving and analytical skills.
- Strong verbal and written communication skills in Portuguese and English.
- Customer service-oriented mindset with the ability to explain technical issues clearly to non-technical users.
- Ability to work independently and as part of a team in a fast-paced environment.
Preferred Qualifications
- Relevant IT certification (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).
- Experience with helpdesk ticketing systems (e.g., Jira Service Desk, Zendesk).
- Knowledge of basic server operations and Active Directory.
- Prior experience in a similar IT support role, preferably in a remote or industrial setting.
- Understanding of IT security best practices.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance coverage.
- Retirement savings plan contributions.
- Opportunities for professional development and training.
- Safe and supportive work environment.
- Access to company facilities and recreational amenities at the mine site.
- Annual leave and public holidays.
- Relocation assistance if applicable.
How to Apply
Interested candidates are invited to click on the application link below to submit their detailed CV and a cover letter outlining their qualifications and experience. Please ensure your application highlights your technical skills and customer service experience.