Job Overview

Employer: MTN Rwanda

Department: Information Technology

Position: Apprentice, End User Support

Level: 1L

Application Deadline: 17 November 2026

Application Method: Online

Job Purpose

The Apprentice, End User Support assists employees with technical issues involving computers, software, printers, networks, and other IT equipment. The role helps maintain reliable IT services and minimize disruptions to daily business operations.

Key Responsibilities

IT Support and Troubleshooting

• Provide technical support for desktops, laptops, printers, operating systems, and other IT equipment.
• Diagnose and resolve hardware, software, and network connectivity problems.
• Respond to employee support requests and technical incidents.
• Provide remote and on-site assistance to users.
• Escalate complex technical issues to the appropriate IT teams.
• Communicate clearly with users about reported problems and their resolution.

IT Asset Management

• Maintain accurate records of IT equipment and inventory.
• Track equipment allocation, movement, repairs, and replacements.
• Assist with setting up workstations for new and existing employees.
• Monitor the condition and availability of IT assets.

Maintenance and Security

• Perform routine maintenance on computers, printers, and related devices.
• Assist with software updates, antivirus checks, and system maintenance.
• Identify recurring technical problems and recommend solutions.
• Follow company IT security policies and procedures.

Incident Management

• Record and track technical incidents and service requests.
• Follow up on unresolved issues and maintain accurate support records.
• Assist in responding to urgent incidents to reduce downtime.
• Provide support at other service locations when required.

Qualifications and Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Knowledge of computer hardware, software, operating systems, and basic networking.
• Experience or practical knowledge in troubleshooting computers and printers.
• Good customer service and communication skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple requests and work under pressure.
• Ability to work independently and as part of a team.
• Willingness to travel to service centres or other locations when required.
• Additional Advantage: Familiarity with Microsoft 365, Active Directory, Microsoft Intune, SCCM, or other endpoint management tools.

• Provide technical support for desktops, laptops, printers, operating systems, and other IT equipment.
• Diagnose and resolve hardware, software, and network connectivity problems.
• Respond to employee support requests and technical incidents.
• Provide remote and on-site assistance to users.
• Escalate complex technical issues to the appropriate IT teams.
• Communicate clearly with users about reported problems and their resolution.
• Maintain accurate records of IT equipment and inventory.
• Track equipment allocation, movement, repairs, and replacements.
• Assist with setting up workstations for new and existing employees.
• Monitor the condition and availability of IT assets.
• Perform routine maintenance on computers, printers, and related devices.
• Assist with software updates, antivirus checks, and system maintenance.
• Identify recurring technical problems and recommend solutions.
• Follow company IT security policies and procedures.
• Record and track technical incidents and service requests.
• Follow up on unresolved issues and maintain accurate support records.
• Assist in responding to urgent incidents to reduce downtime.
• Provide support at other service locations when required.

• Knowledge of computer hardware, software, operating systems, and basic networking.
• Experience or practical knowledge in troubleshooting computers and printers.
• Good customer service and communication skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple requests and work under pressure.
• Ability to work independently and as part of a team.
• Familiarity with Microsoft 365, Active Directory, Microsoft Intune, SCCM, or other endpoint management tools.

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Knowledge of computer hardware, software, operating systems, and basic networking.
• Experience or practical knowledge in troubleshooting computers and printers.
• Good customer service and communication skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple requests and work under pressure.
• Ability to work independently and as part of a team.
• Willingness to travel to service centres or other locations when required.
• Familiarity with Microsoft 365, Active Directory, Microsoft Intune, SCCM, or other endpoint management tools.