Field Support Engineer – IT Desk Side Support

About the role

We are looking for a proactive Field Support Engineer to deliver on‑site and remote desk‑side assistance across our Lusaka, CopperTech and Nampundwe sites. The role focuses on high‑quality support for all users, with special priority for executive and VIP customers.

Key responsibilities

• Provide Level 1 and Level 2 support for desktops, laptops, printers, mobile devices and peripherals.
• Deliver rapid, priority assistance to executive and critical business users, including meeting‑room and telepresence equipment.
• Perform IMACD (Installation, Move, Add, Change, Disposal) activities and hardware refresh programmes.
• Maintain accurate asset records, track inventory movements and support disposal processes.
• Support conference‑room technologies, audio/video troubleshooting and collaboration platforms such as Teams, Zoom and Webex.
• Enforce endpoint security policies, manage antivirus, encryption and patching, and report incidents.
• Document tickets, work logs and knowledge articles in the ITSM tool and generate regular service reports.

Required profile

• Proven experience delivering desktop support at Level 1/2 in a corporate environment.
• Ability to prioritize and resolve issues for executive/VIP users.
• Familiarity with IMACD processes and hardware lifecycle management.
• Understanding of asset management and inventory control procedures.
• Experience supporting meeting‑room AV and collaboration equipment.
• Knowledge of security and compliance best practices for endpoints.
• Strong documentation skills and experience with ticketing systems.

Required skills

• Windows 10/11 administration and troubleshooting.
• Microsoft Office 365, Outlook and Teams support.
• Active Directory user administration.
• Printer and peripheral troubleshooting.
• Laptop and desktop hardware diagnostics.
• Basic networking (LAN, Wi‑Fi, VPN).
• Android and iOS mobile device support.
• ITSM tools such as ServiceNow or ManageEngine.