IT Support Engineer
2025-08-14T09:37:05+00:00
Viztranix
https://cdn.greatzambiajobs.com/jsjobsdata/data/employer/comp_8619/logo/Viztranix.png
https://www.viztranix.co.zm/
FULL_TIME
Lusaka
Lusaka
10101
Zambia
Information Technology
Computer & IT
2025-08-31T17:00:00+00:00
Zambia
8
Job Summary:
We are seeking a highly motivated IT Support Engineer to join our team. The IT Support Engineer is
responsible for resolving complex technical issues, providing expert-level support, and ensuring the highest level of customer satisfaction. This role involves troubleshooting and diagnosing intricate problems, guiding and mentoring junior engineers, and collaborating with cross-functional teams to drive product improvements.
Roles & Responsibilities:
- Technical Issue Resolution:
- Analyze and troubleshoot advanced technical problems related to specific technology, software applications, hardware systems, network configurations.
- Develop and apply fixes, workarounds, and solutions for critical issues.
- Customer Support and Communication:
- Serve as a point of escalation for high-priority and intricate support cases.
- Communicate effectively with customers, understanding their issues and providing clear, concise updates.
- Provide in-depth technical guidance to customers, ensuring effective resolution of their concerns.
- Process Improvement:
- Identify recurring issues and collaborate with internal teams to implement long-term solutions.
- Analyze support trends and propose improvements to support processes and tools.
- Collaboration and Coordination:
- Work closely with all the teams to address and resolve technical-related issues.
- Participate in tech reviews and provide feedback on potential technical challenges.
- Coordinate with external vendors and partners for issue resolution and support.
- System and Infrastructure Management:
- Manage and configure support tools and systems, ensuring optimal performance and security.
- Monitor system performance and troubleshoot issues related to specific systems, server, network, application.
- 24 x 7 Support:
- Provide 24 x 7 support as required, ensuring timely resolution of critical issues outside regular working hours.
Technical Skills and Qualifications:
- Educational Background:
- Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field. Advanced degrees or certifications are a plus.
- Experience:
- 5+ years of experience in a technical support role, with a strong track record in troubleshooting and resolving complex issues.
- Proven experience in leading and mentoring support teams.
- Technical Expertise:
- Advanced knowledge of specific technologies, operating systems, databases, network protocols, cloud services.
- Experience with specific tools or platforms relevant to the job.
- Problem-Solving Skills:
- Strong analytical and problem-solving skills, with the ability to think critically and diagnose technical issues.
- Communication Skills:
- Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical audiences.
- Customer Orientation:
- Strong customer service skills, with a focus on providing exceptional support and maintaining positive relationships with clients.
- Certifications:
- Relevant certifications such as Cisco Certified Network Associate (CCNA), Fortinet, checkpoint, Vmware, Microsoft Certified Solutions Expert (MCSE) etc.
- Must have a valid driving license.
Note: This job description is intended to convey information essential to understanding the scope of the role and is not exhaustive. Duties and responsibilities may be subject to change based on business needs and evolving requirements.
Technical Issue Resolution: Analyze and troubleshoot advanced technical problems related to specific technology, software applications, hardware systems, network configurations. Develop and apply fixes, workarounds, and solutions for critical issues. Customer Support and Communication: Serve as a point of escalation for high-priority and intricate support cases. Communicate effectively with customers, understanding their issues and providing clear, concise updates. Provide in-depth technical guidance to customers, ensuring effective resolution of their concerns. Process Improvement: Identify recurring issues and collaborate with internal teams to implement long-term solutions. Analyze support trends and propose improvements to support processes and tools. Collaboration and Coordination: Work closely with all the teams to address and resolve technical-related issues. Participate in tech reviews and provide feedback on potential technical challenges. Coordinate with external vendors and partners for issue resolution and support. System and Infrastructure Management: Manage and configure support tools and systems, ensuring optimal performance and security. Monitor system performance and troubleshoot issues related to specific systems, server, network, application. 24 x 7 Support: Provide 24 x 7 support as required, ensuring timely resolution of critical issues outside regular working hours.
Educational Background: Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field. Advanced degrees or certifications are a plus. Experience: 5+ years of experience in a technical support role, with a strong track record in troubleshooting and resolving complex issues. Proven experience in leading and mentoring support teams.
JOB-689dae41ec0f7
Vacancy title:
IT Support Engineer
[Type: FULL_TIME, Industry: Information Technology, Category: Computer & IT]
Jobs at:
Viztranix
Deadline of this Job:
Sunday, August 31 2025
Duty Station:
Lusaka | Lusaka | Zambia
Summary
Date Posted: Thursday, August 14 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Job Summary:
We are seeking a highly motivated IT Support Engineer to join our team. The IT Support Engineer is
responsible for resolving complex technical issues, providing expert-level support, and ensuring the highest level of customer satisfaction. This role involves troubleshooting and diagnosing intricate problems, guiding and mentoring junior engineers, and collaborating with cross-functional teams to drive product improvements.
Roles & Responsibilities:
- Technical Issue Resolution:
- Analyze and troubleshoot advanced technical problems related to specific technology, software applications, hardware systems, network configurations.
- Develop and apply fixes, workarounds, and solutions for critical issues.
- Customer Support and Communication:
- Serve as a point of escalation for high-priority and intricate support cases.
- Communicate effectively with customers, understanding their issues and providing clear, concise updates.
- Provide in-depth technical guidance to customers, ensuring effective resolution of their concerns.
- Process Improvement:
- Identify recurring issues and collaborate with internal teams to implement long-term solutions.
- Analyze support trends and propose improvements to support processes and tools.
- Collaboration and Coordination:
- Work closely with all the teams to address and resolve technical-related issues.
- Participate in tech reviews and provide feedback on potential technical challenges.
- Coordinate with external vendors and partners for issue resolution and support.
- System and Infrastructure Management:
- Manage and configure support tools and systems, ensuring optimal performance and security.
- Monitor system performance and troubleshoot issues related to specific systems, server, network, application.
- 24 x 7 Support:
- Provide 24 x 7 support as required, ensuring timely resolution of critical issues outside regular working hours.
Technical Skills and Qualifications:
- Educational Background:
- Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field. Advanced degrees or certifications are a plus.
- Experience:
- 5+ years of experience in a technical support role, with a strong track record in troubleshooting and resolving complex issues.
- Proven experience in leading and mentoring support teams.
- Technical Expertise:
- Advanced knowledge of specific technologies, operating systems, databases, network protocols, cloud services.
- Experience with specific tools or platforms relevant to the job.
- Problem-Solving Skills:
- Strong analytical and problem-solving skills, with the ability to think critically and diagnose technical issues.
- Communication Skills:
- Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical audiences.
- Customer Orientation:
- Strong customer service skills, with a focus on providing exceptional support and maintaining positive relationships with clients.
- Certifications:
- Relevant certifications such as Cisco Certified Network Associate (CCNA), Fortinet, checkpoint, Vmware, Microsoft Certified Solutions Expert (MCSE) etc.
- Must have a valid driving license.
Note: This job description is intended to convey information essential to understanding the scope of the role and is not exhaustive. Duties and responsibilities may be subject to change based on business needs and evolving requirements.
Work Hours: 8
Experience in Months: 60
Level of Education: bachelor degree
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