Helpdesk Engineer (Zambia)

iOCO; Gauteng; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An innovative IT infrastructure solutions provider is seeking Helpdesk Engineers to deliver exceptional on-site support. In this role, you'll tackle technical issues, manage service tickets, and ensure customer satisfaction. With a focus on end-user assistance, you'll work in a dynamic environment that values adaptability and ingenuity. Join a community of skilled professionals dedicated to excellence and contribute to meaningful IT solutions that empower clients. If you have a passion for technology and customer service, this is the opportunity for you!

Qualifications

• 3+ years of service delivery experience with a focus on desktop support.
• Strong soft skills and ability to manage direct reports.

Responsibilities

• Resolve technical issues related to laptops, desktops, printers, and mobile devices.
• Ensure tickets are managed and resolved within SLA timeframes.

Skills

Service Delivery

Desktop Support

Customer Engagement

Adaptability

Problem Solving

Education

Grade 12

A+ Certification

N+ Certification

ITIL Certification

Tools

Service Desk Tool

Job description

We are looking for 3 Helpdesk Engineers to provide on-site IT support in Lusaka and Ndola, focusing on end-user assistance. Responsibilities include resolving technical issues related to laptops, desktops, printers, Wi-Fi, and mobile devices, as well as logging and tracking software-related tickets to ensure prompt resolution.

What You'll Do

1. Ensure tickets are resolved within SLA timeframes using the service desk tool.
2. Update tickets in line with the process, with approval from the Customer and valid reasons.
3. Acknowledge tickets before they breach acknowledgment SLA.
4. Maintain a QA average of 98% on call management assessments based on ticket quality.
5. Achieve daily resolution targets, with a minimum average of 5 tickets per day.
6. Deliver excellent customer service to prevent escalations and re-opened calls.
7. Inform the team leader of any absences or lateness at least one hour before shifts, and adhere to break times.
8. Follow IT/Tech support standards through the centralized help desk.
9. Travel to other sites in Lusaka for support if required.

Your Expertise

1. At least 3 years of practical experience in service delivery.
2. Desktop support experience is essential.
3. Supervisory experience and ability to manage direct reports.
4. Ability to work under pressure with tight deadlines.

Qualifications Required

1. Grade 12
2. A+ Certification
3. N+ Certification
4. Strong soft skills and customer engagement abilities
5. Preferred: ITIL certification and experience in Mobility Support

Additional Information

1. Contract position for 12 months
2. Location: Zambia
3. Valid driver's license required for travel

Why work for us? At iOCO Infrastructure Services, we deliver innovative IT infrastructure solutions, partner with clients to conquer challenges, and foster a community of skilled professionals dedicated to excellence. We are an equal opportunity employer committed to employment equity, prioritizing previously disadvantaged groups.

Desired Skills

• Adaptability
• Authenticity
• Partnership
• Ingenuity
• Mastery