Terms of Reference (ToR)

Provision of IT Maintenance and Technical Support Services

Issue Date: 26 February 2026
Closing Date: 06 March 2026

1. Background of the MdM Mission in Tanzania

Médecins du Monde (MdM) is an international, non-profit, impartial, and independent humanitarian organization that provides medical care and advocates for the health rights of populations affected by crises, poverty, and exclusion.

Since 1992, MdM has been operating in Tanzania, working to improve health outcomes for marginalized communities through an integrated approach that combines Harm Reduction (HR) and Sexual and Reproductive Health and Rights (SRHR) services, in collaboration with local partners.

MdM has its Coordination Office located in Dar es Salaam. The MdM Tanzania Mission relies on robust Information Technology (IT) systems to support its operations. These systems—including computers, networks, communication platforms, and software applications—are essential for effective program delivery, secure information management, and compliance with MdM’s internal policies and operational standards.

2. Objectives of the Terms of Reference

The objective of this ToR is to invite eligible IT consultants or service providers to submit proposals for providing IT maintenance and technical support services to the MdM Tanzania Mission on a quarterly basis, with the aim of:

Ensuring all IT equipment and systems are functional, secure, and well maintained
Providing timely troubleshooting, repair, and technical assistance
Supporting the effective use of IT systems to enhance operational efficiency

3. Scope of Services

The IT consultant/service provider will be expected to provide services on a quarterly basis, including but not limited to the following:

3.1 Computer Maintenance and Repair Services

The service provider shall:

Conduct regular preventive maintenance of desktops, laptops, printers, scanners, and other peripherals
Diagnose and repair hardware faults (e.g., motherboard, RAM, storage devices, power supplies, screens, keyboards)
Troubleshoot and resolve software-related issues, including operating system errors and application malfunctions
Install, configure, and update operating systems and standard software applications
Replace defective components upon prior written approval from MdM
Perform data backup and basic data recovery where possible
Maintain antivirus and endpoint protection systems, ensuring regular updates and scans
Clean and service IT equipment to prevent overheating and hardware damage

3.2 Network and Systems Support Services

The service provider shall:

Troubleshoot internet connectivity and network-related issues
Configure and maintain shared drives, printers, and network access controls
Ensure secure configuration of routers, firewalls, and network devices
Monitor system performance and recommend upgrades or improvements

3.3 IT Security and Compliance Services

The service provider shall:

Ensure compliance with MdM IT policies and data protection standards
Implement and monitor antivirus, firewall, and data security measures
Advise on cybersecurity risks and mitigation strategies
Immediately report any data breach or IT security incident
Provide periodic updates on emerging IT security risks and recommended safeguards

4. Eligibility and Qualifications

The IT consultant/service provider must:

Possess a valid Business Registration, Tax Identification Number (TIN), and relevant operating license
Have proven experience in IT maintenance, network management, and systems support
Demonstrate experience working with NGOs, INGOs, or similar organizations (preferred)
Have qualified technical personnel with relevant certifications (e.g., networking, hardware, systems support)
Provide at least one (1) recommendation letter from a previous or current client
Demonstrate strong troubleshooting skills and prompt response to technical issues
Be legally registered in Tanzania or be a Tanzanian national (for individual consultants)

5. Proposal Submission Requirements

5.1 Technical Proposal

The technical proposal should include:

Company or consultant profile
Description of relevant experience and similar assignments
Proposed approach and methodology for service delivery
Proposed response time for support requests
References (minimum of three (3))

5.2 Financial Proposal

The financial proposal should include:

Quarterly retainer fee
Breakdown of services covered under the retainer
Rates for additional services (if applicable)
Applicability of taxes

6. Evaluation Criteria

Proposals will be evaluated based on the following criteria:

Relevant experience and qualifications
Understanding of the scope of work
Proposed approach and responsiveness
Cost effectiveness and value for money
References and past performance

7. Confidentiality

All information provided by MdM shall be treated as confidential and used solely for the purposes of this assignment.

8. Contract Terms

The selected firm/service provider will be engaged on a retainer basis
The Framework Agreement will initially be for one (1) year, with the possibility of renewal
Payment terms will be specified in the final contract

9. Submission Instructions

Proposals must be submitted in a single PDF file
Submission should be sent via email to: log.tanzania@medecinsdumonde.net
Deadline for submission: 06 March 2026 at 23:59

To apply for this job email your details to log.tanzania@medecinsdumonde.net

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