We are seeking a highly organized and detail-oriented End User Support Engineer \u2013 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 \u2013 Supervisor will be responsible for technical support to end users by providing software, application, and hardware support.
\nKey Responsibilities:
\nEnd User Support<\/p>\n
Ensure 100% availability and functionality of end user devices and systems.
\nInstall and configure computer \u2013 laptops and desktops and applications within the company.
\nShop Network setups and Support.
\nPrint Sever Management and support.
\nDesk phones Support.
\nRespond to customer inquiries and assist in troubleshooting and resolving end user challenges.
\nDiagnose and troubleshoot technical issues, including account setup and network configuration.
\nTalk clients through a series of actions, either via phone, email, chat or in person, until they\u2019ve solved a technical issue.
\nTroubleshoot hardware including simple problems such as staff being off line, unable to print.
\nTroubleshoot operating system failures including computers failing to boot and freezing.
\nTroubleshoot 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.
\nTroubleshoot network connectivity problems or bottlenecks.
\nTroubleshoot Internet connectivity problems.
\nAssist management in creating training materials pertaining to computer troubleshooting and usage.
\nAct as the initial point of contact for all computer and system related concerns from clients or other employees.
\nDocument technical knowledge in the form of notes and manuals.
\nMaintain a knowledge base.
\nEnsure 100% availability of all audios and video conferencing facilities.<\/p>\n
Basic Hygiene<\/p>\n
Ensure 100% compliance security software on all the end user devices \u2013 i.e. DLP, SC, SEE, NAC and SCCM.
\nMaintain an updated Asset Register for the end user devices.
\nTrack computer system issues through to resolution, within agreed SLA.
\nEnsure availability of relevant reports (Checklists and dashboards).
\nMonthly QEV and CBN Validations.<\/p>\n
Helpdesk Support<\/p>\n
Ensure smooth operation of End-User Support Helpdesk through effective resolver teams\u2019 engagement.
\nEnsure resolution of all the trouble tickets in the end user bucket.
\nEnsure all issues are properly logged in the ticketing tool.<\/p>\n
Supervisor Duties<\/p>\n
Training and coaching.
\nDocumentation and SOP creation.
\nKRA setting and tracking.
\nQEV\/CBN Monthly activity.
\nAD Management.
\nCisco meraki management.
\nTrouble ticket tracking and closure.
\nGeneral Manager of the team.<\/p>\n
Desired Skills, Qualifications and Experience:<\/p>\n
University degree in Computer Science, Electrical & Electronic Engineering or other related Disciplines.
\nProfessional qualification in networking technologies, hardware repair and Security.
\nProfessional Qualification in ITIL.
\n5 \u2013 8 years with a minimum of 3 years in a similar role preferably within the Telecoms industry.
\nProven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
\nExperience in Networking, hardware and managing of data Centre infrastructure and resources.
\nPractical experience in desktop support, end-user and network device security (prevention, detection and recovery).
\nKnowledgeable in modern server technologies, including hardware repair.
\nExperience working with electrical and awareness of key safety standards.
\nDemonstrated success in management of technical staff.
\nProven ability to influence cross-functional teams without formal authority.
\nExcellent project management skills.
\nExcellent communication, presentation and organizational skills.
\nSuccessful background with partner and vendor management.
\nSuccessful background with stakeholder management.<\/p>\n
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