Desk Side Support / Field Support Engineer

About the role

Our client is looking for an experienced Desk Side Support / Field Support Engineer to provide on‑site and remote end‑user support across Lusaka corporate sites, including CopperTech and Nampundwe. The role focuses on Level 1 and Level 2 technical assistance, especially for executive/VIP users.

Key responsibilities

• Provide Level 1 and Level 2 support for desktops, laptops, printers, mobile devices and peripherals, both on‑site and remotely.
• Troubleshoot hardware, software, operating system, LAN, Wi‑Fi and VPN issues, meeting SLA timelines.
• Deliver priority support to executive/VIP users, including boardrooms, telepresence and video‑conferencing platforms (Teams, Zoom, Webex).
• Perform IMACD activities – deployment, installation, relocation, disposal, user profile migrations and hardware refreshes.
• Maintain accurate IT asset records, support inventory audits and ensure endpoint security (antivirus, encryption, patching).
• Document tickets, work logs, knowledge articles and escalate unresolved incidents.

Required profile

• 3–5 years experience in desk‑side/field support, with a focus on executive/VIP users.
• Diploma or bachelor’s degree in IT, Computer Science or related field.
• Experience in enterprise environments of 500+ users is preferred.
• Strong customer service, communication and documentation skills.

Required skills

• Windows 10/11 administration and troubleshooting.
• Microsoft Office 365, Outlook and Teams support.
• Active Directory user administration.
• Desktop, laptop, printer and peripheral troubleshooting.
• Basic networking (LAN, Wi‑Fi, VPN).
• Android and iOS mobile device support.
• ITSM tools such as ServiceNow or ManageEngine.
• IMACD and hardware lifecycle management.
• Meeting‑room and video‑conferencing technology support.
• Microsoft certifications in M365, Modern Desktop or Windows Support (advantageous).