Provision of IT Maintenance and Technical Support Services – MdM Tanzania
Terms of Reference
Provision of IT Maintenance and Technical Support Services
Issue date: 26-02-2026 Closing date: 06-03-2026
- Background of the MdM mission in Tanzania
Médecins du Monde (MdM) is an international, non-profit, impartial, and independent humanitarian organization providing medical care and advocating for the health rights of populations affected by crises, poverty, and exclusion. Since 1992, MdM has been working in Tanzania to improve health outcomes for marginalized communities through an integrated approach combining 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 Médecins du Monde (MdM) Tanzania Mission relies on robust Information Technology (IT) systems to support operations. These IT systems— including computers, networks, communication platforms, and software applications—are essential for effective program delivery, secure information management, and adherence to MdM’s internal policies and operational standards.
- Objectives of the ToR
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 quarterly basis by:
- 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.
- Scope of services
The IT consultant/service provider will be expected to provide services on quarterly basis, but not limited to, the following services:
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 supply, 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.
- Provide cleaning and servicing of 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.
- Provide immediate reporting of any data breach or IT security incident.
- Provide periodic updates on emerging IT security risks and recommended safeguards.
- 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,).
- Provide recommendation letters from previous or current clients (minimum 1).
- Demonstrate strong troubleshooting skills and the ability to respond promptly to technical issues.
- Legally registered in Tanzania or a national of Tanzania for individual.
- Proposal Submission Requirements
5.1 Technical Proposal
- Company/consultant profile
- Description of relevant experience and similar assignments
- Proposed approach and methodology for service delivery
- Proposed response time for support requests
- References (minimum 3)
5.2 Financial Proposal
- Quarterly retainer fee
- Breakdown of services covered under the retainer
- Rate for additional services (if applicable)
- Applicability of taxes
- Evaluation criteria
Proposal 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
- Reference and past performance
- Confidentiality
All the information provided by the organization shall be treated as confidential and used solely for this assignment.
- 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 contract
- Submission Instructions
Proposal must be submitted in single PDF format via email log.tanzania@medecinsdumonde.net
Submission deadline is 6th March 2026 at 23:59pm.