At First Quantum, we free the talent of our people by taking a very different approach which is underpinned by a very different, very definite culture – the “First Quantum Way”.

Working with us is not like working anywhere else, which is why we recruit people who will take a bolder, smarter approach to spot opportunities, solve problems and deliver results.

Our culture is all about encouraging you to think independently and to challenge convention to deliver the best result. That’s how we continue to achieve extraordinary things in extraordinary locations.

Overall Job Purpose

To provide IT infrastructure support and services across Trident Mine Sites, TWE Estate and Kalumbila Town, including other Zambian regional offices.

Be a first point of contact for all IT queries onsite, fully understanding and adhering to the required processes and procedures required to resolve, delegate and/or escalate issues so that they are closed per agreed SLA’s.

Responsibilities or duties

• Configuration, maintenance, troubleshooting and repair of PCs, laptops, printers and other IT peripherals.
• Software and hardware installations, upgrades and configuration, including desk and mobile phones, printers, projectors etc.
• Ensure all issues are logged and maintained in the service desk management tool, whilst monitoring trends to recommend and implement process improvements.
• Plan, organize and follow up on work, ensuring that tasks and schedules are fully understood within the team, handing over or escalating as required.
• Ensure users are updated regarding status of issues they have raised or any services disruptions that may impact their work.
• Develop and maintain policies, documentation, trackers and records for all IT support functions and processes.
• Maintain and monitor hardware asset and application/software license inventory/registers, including backup tape management.
• Documentation of relevant knowledge articles and “How to” procedures.
• Assist with, and/or manage IT projects initiated by site, ensuring on time delivery, within budget, and to the required FQM quality standards.
• Work collaboratively with regional support teams to resolve customer requests.
• Provide systems analysis to end users to assess information needs, and identify appropriate and approved solutions aligned to FQM Policies and Standards.
• Ensure housekeeping in all IT-related workspaces, server rooms and racks is of a high standard – to include general cleanliness, cable neatness and accurate labelling.

Qualifications or requirements (e.g., education, skills)

Key Job Attributes

• Strong team player with who knows how to manage resources and time effectively.
• Advanced problem-solving skills with sound judgement and attention to detail.
• Well-developed interpersonal, collaboration and facilitation skills.
• Time management – having the ability to work on multiple activities and manage competing priorities.
• Operational skills to include troubleshooting, problem solving and decision making.
• Ability to build good relationships with both FQM employees and contractors.
• Ensure and maintain the security required to operate the computer domain effectively, reducing risk and ensuring confidentiality.
• IT Support are required to be on call and available to work extra hours when required or over weekends.

Experience needed

Experience required to perform in this job

• Minimum 5 years’ experience across a broad spectrum of IT
• Advanced IT skills/knowledge – including hardware, software, desktop support and communications – with ability to quickly understand new architectures or systems
• Proven experience implementing and managing enterprise level computing environments
• Good understanding of formal change control and service management disciplines
• Experience in material management, inventories and use of ERP systems
• Excellent knowledge and understanding of Microsoft Server and Desktop Operating Systems, including the Microsoft Windows Office Product Suite
• Good understanding of LAN technologies and associated peripherals such as network printers, VC units etc
• Exposure to multicultural environments with mining/resource sector experience

Qualifications

• Bachelor’s degree in Computer Science or equivalent
• Relevant IT certifications such as. A+, Network+, Server+, MCSE
• ITIL experience and understanding (Desirable)
• Current driving license
• Member of ICTAZ

• Configuration, maintenance, troubleshooting and repair of PCs, laptops, printers and other IT peripherals.
• Software and hardware installations, upgrades and configuration, including desk and mobile phones, printers, projectors etc.
• Ensure all issues are logged and maintained in the service desk management tool, whilst monitoring trends to recommend and implement process improvements.
• Plan, organize and follow up on work, ensuring that tasks and schedules are fully understood within the team, handing over or escalating as required.
• Ensure users are updated regarding status of issues they have raised or any services disruptions that may impact their work.
• Develop and maintain policies, documentation, trackers and records for all IT support functions and processes.
• Maintain and monitor hardware asset and application/software license inventory/registers, including backup tape management.
• Documentation of relevant knowledge articles and “How to” procedures.
• Assist with, and/or manage IT projects initiated by site, ensuring on time delivery, within budget, and to the required FQM quality standards.
• Work collaboratively with regional support teams to resolve customer requests.
• Provide systems analysis to end users to assess information needs, and identify appropriate and approved solutions aligned to FQM Policies and Standards.
• Ensure housekeeping in all IT-related workspaces, server rooms and racks is of a high standard – to include general cleanliness, cable neatness and accurate labelling.

• Strong team player with who knows how to manage resources and time effectively.
• Advanced problem-solving skills with sound judgement and attention to detail.
• Well-developed interpersonal, collaboration and facilitation skills.
• Time management – having the ability to work on multiple activities and manage competing priorities.
• Operational skills to include troubleshooting, problem solving and decision making.
• Ability to build good relationships with both FQM employees and contractors.
• Ensure and maintain the security required to operate the computer domain effectively, reducing risk and ensuring confidentiality.

• Bachelor’s degree in Computer Science or equivalent
• Relevant IT certifications such as. A+, Network+, Server+, MCSE
• ITIL experience and understanding (Desirable)
• Current driving license
• Member of ICTAZ