At First Quantum, we free the talent of our people by taking a very different approach which is underpinned by a very different, very definite culture – the “First Quantum Way”.

Working with us is not like working anywhere else, which is why we recruit people who will take a bolder, smarter approach to spot opportunities, solve problems and deliver results.

Our culture is all about encouraging you to think independently and to challenge convention to deliver the best result. That’s how we continue to achieve extraordinary things in extraordinary locations.

Job description:

Purpose of the role

To provide ICT infrastructure support and services across Trident and Enterprise Mine sites, Trident Woodland Estate and Kalumbila Town, including other Zambian regional offices. The ICT Officer will also be a point of contact for all IT queries onsite, fully understanding and adhering to the required processes and procedures required to resolve, delegate and/or escalate issues so that they are closed per agreed service level agreements.

Key Duties and Responsibilities:

• Configuration, maintenance, troubleshooting and repair of PCs, laptops, printers and other IT peripherals.
• Software and hardware installations, upgrades and configuration, including desk and mobile phones, printers, projectors etc.
• Ensure all issues are logged and maintained in the service desk management tool, whilst monitoring trends to recommend and implement process improvements.
• Plan, organize and follow up on work, ensuring that tasks and schedules are fully understood within the team, handing over or escalating as required.
• Ensure users are updated regarding status of issues they have raised or any service disruptions that may impact their work.
• Develop and maintain policies, documentation, trackers and records for all IT support functions and processes related to PC and printer issues, fixes and services.
• Documentation of relevant knowledge articles and “How to” procedures.
• Assist with maintaining a register of completed copies of transfers, disposal or scrapping of IT assets, ensuring all assets are adequately wiped and secured.
• Liaise with 3rd party providers, including the outsourced help desk as needed.
• Provide systems analysis to end users to assess information needs, and identify appropriate and approved solutions aligned to FQM policies and standards.
• Ensure housekeeping in all IT-related workspaces, server rooms and racks is of a high standard – to include general cleanliness, cable neatness and accurate labelling.
• IT Support are required to be on call and available to work extra hours when required or over weekends.
• Perform any other duties as instructed by the supervisor.

Qualifications & Experience

• Full grade twelve (G12) school certificate.
• Bachelor’s Degree in Computer Science or equivalent.
• Formal certifications with Microsoft e.g. A+, N+, MCSA, MCSE.
• Member of Information and Communication Technology Association of Zambia.
• Clean SADC class B manual driver’s licence.
• Minimum 4 years’ in-depth experience in IT related sectors.
• ITIL experience and understanding (Desirable).
• Experience in material management, inventories and supplies.
• Exposure to multicultural environments with mining/resource sector experience.

Job Specific Competencies

• Good understanding of formal change control and service management disciplines.
• Networking knowledge or certification (CCNA) also desirable.
• IT skills/knowledge – including hardware, software, desktop support and communications – with ability to quickly understand new architectures or systems.
• Skilled in the delivery of IT services, able to provide the highest level of customer support.
• Sound knowledge and understanding of Microsoft Server and Desktop Operating Systems, including the Microsoft Windows Office Product Suite.
• Good understanding of LAN technologies and associated peripherals such as network printers, VC units etc.
• Understanding of desktop lifecycle standards, planned maintenance and desktop support best practises.
• Demonstrated knowledge of information and communication protocols.

Key Job Attributes

• Detail orientated team player with excellent problem solving skills.
• Customer oriented with ability to build trust.
• Well-developed interpersonal, collaboration and facilitation skills.
• Time management – having the ability to work on multiple activities and manage competing priorities.
• Operational skills to include troubleshooting, problem solving and decision making.
• Sound judgement with attention to detail.
• Ability to build good relationships with both FQM employees and contractors.
• Ensure and maintain the security required to operate the computer domain effectively, reducing risk and ensuring confidentiality.