Job Details

Job Description

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.

How to apply

Interested candidates should submit their application before 28th July 2025. Only shortlisted candidates will be contacted.

TopFloor Limited does not charge candidates for job placement.