We are seeking a highly organized and detail-oriented End User Support Engineer – Supervisor to provide essential support to our client, a telecom group operating in Zambia offering mobile, data and fintech services. The End User Support Engineer – Supervisor will be responsible for technical support to end users by providing software, application, and hardware support.

Key Responsibilities:

End User Support

• Ensure 100% availability and functionality of end user devices and systems.
• Install and configure computer – laptops and desktops and applications within the company.
• Shop Network setups and Support.
• Print Sever Management and support.
• Desk phones Support.
• Respond to customer inquiries and assist in troubleshooting and resolving end user challenges.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Talk clients through a series of actions, either via phone, email, chat or in person, until they’ve solved a technical issue.
• Troubleshoot hardware including simple problems such as staff being off line, unable to print.
• Troubleshoot operating system failures including computers failing to boot and freezing.
• Troubleshoot software problems such as staff being unable to log on, send and receive email, edit, format or save documents, errors in Microsoft Office applications such Word, Excel and Access.
• Troubleshoot network connectivity problems or bottlenecks.
• Troubleshoot Internet connectivity problems.
• Assist management in creating training materials pertaining to computer troubleshooting and usage.
• Act as the initial point of contact for all computer and system related concerns from clients or other employees.
• Document technical knowledge in the form of notes and manuals.
• Maintain a knowledge base.
• Ensure 100% availability of all audios and video conferencing facilities.

Basic Hygiene

• Ensure 100% compliance security software on all the end user devices – i.e. DLP, SC, SEE, NAC and SCCM.
• Maintain an updated Asset Register for the end user devices.
• Track computer system issues through to resolution, within agreed SLA.
• Ensure availability of relevant reports (Checklists and dashboards).
• Monthly QEV and CBN Validations.

Helpdesk Support

• Ensure smooth operation of End-User Support Helpdesk through effective resolver teams’ engagement.
• Ensure resolution of all the trouble tickets in the end user bucket.
• Ensure all issues are properly logged in the ticketing tool.

Supervisor Duties

• Training and coaching.
• Documentation and SOP creation.
• KRA setting and tracking.
• QEV/CBN Monthly activity.
• AD Management.
• Cisco meraki management.
• Trouble ticket tracking and closure.
• General Manager of the team.

Desired Skills, Qualifications and Experience:

• University degree in Computer Science, Electrical & Electronic Engineering or other related Disciplines.
• Professional qualification in networking technologies, hardware repair and Security.
• Professional Qualification in ITIL.
• 5 – 8 years with a minimum of 3 years in a similar role preferably within the Telecoms industry.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
• Experience in Networking, hardware and managing of data Centre infrastructure and resources.
• Practical experience in desktop support, end-user and network device security (prevention, detection and recovery).
• Knowledgeable in modern server technologies, including hardware repair.
• Experience working with electrical and awareness of key safety standards.
• Demonstrated success in management of technical staff.
• Proven ability to influence cross-functional teams without formal authority.
• Excellent project management skills.
• Excellent communication, presentation and organizational skills.
• Successful background with partner and vendor management.
• Successful background with stakeholder management.