End User Support Specialist

About the role

The End User Support Specialist will deliver high‑quality, proactive support to on‑site and remote users across the region. Working closely with the local entity, you will ensure seamless access to certified applications and maintain a positive user experience.

Key responsibilities

• Process support tickets within defined quality and performance metrics.
• Provide reactive and proactive support for laptops, desktops, tablets, and mobile devices.
• Coordinate hardware procurement in line with internal policies.
• Maintain up‑to‑date asset database records and documentation.
• Assist infrastructure teams with server, network, and telephony issues.
• Advise and educate end users on IT best practices, policies, and services.
• Contribute to continuous improvement initiatives and manage assigned projects.
• Represent Epiroc IT for all end‑user needs, including vendor liaison and incident escalation.
• Travel up to 10% of the time as required.

Required profile

• Tertiary qualification fully certified by the Zambia Qualifications Authority (ZAQA).
• Proven ability to deliver excellent customer service in a service‑desk or shared‑service environment.
• Strong communication skills and a solutions‑oriented mindset.

Required skills

• PC hardware knowledge, especially laptops and accessories.
• Advanced understanding of Windows OS in enterprise environments (installation, configuration, troubleshooting, network integration).
• Experience with PC management tools such as remote support, software deployment, OS imaging.
• Familiarity with Symantec Altiris.

What we offer

• Opportunity to work within a global organization focused on innovation.
• Professional development and exposure to diverse IT environments.