Position: ICT End User Support Officer (x2)

Job Purpose:

To providing technical support and assistance to all University staff, students and stakeholders in the effective use of ICT systems, hardware and software.

Main Duties and Accountabilities:

• Maintains, supports, and repairs technical equipment, including but not limited to printers, desktops, laptops, smartboards, telepresence equipment, and any other ICT equipment;
• Performs ICT equipment Installations, deployments and conducts hardware and software upgrades;
• Provides ICT user support and customer service;
• Provides ICT technical assistance to students, staff, and potential clients;
• Assists users requiring technical assistance;
• Manages user expectations of response time and issue resolution;
• Responds to questions from users and assists students and staff with technology problems in offices, classrooms and computer labs;
• Follows standard help desk operating procedures; accurately logs all help desk calls;
• Develops knowledge base for the latest technology;
• Assists Technical, Network and Server Administrators with crafts works needed; and
• Performs any other duties as may be assigned by the Supervisor.

Qualifications and Experience:

• Grade 12 or Form V Certificate (or its equivalent) with 5 “0” levels including English and Mathematics;
• Diploma in Computer Science, Information systems or Computer Engineering;
• A Bachelor’s Degree in Computer Science, Information Technology, Information Systems or Computer Engineering will be an added advantage;
• Two (2) years of working experience in ICT Support; and
• Must be a member of the Information and Communication Technology Association of Zambia.

Required Competencies and Behavioral Attributes:

• Strong knowledge of computer hardware, software installation, and troubleshooting;
• Proficiency with Windows, macOS, and/or Linux operating systems;
• Understanding of LAN/WAN networking, Wi-Fi technologies, and internet protocols;
• Excellent customer service, communication, and interpersonal skills;
• Familiarity with enterprise systems such as ERP, LMS, or helpdesk software;
• Knowledge of ICT security principles and data protection best practices;
• Strong knowledge and troubleshooting skills of printers and other ICT peripheral devices will be an added advantage; and
• Ability to adapt and learn new technologies.

Reporting Relationships:

• Immediate Supervisor: Senior ICT Operations Officer
• Salary Scale: PSS06

Additional Notes:

Female applicants are encouraged to apply.

Please note that only short-listed candidates will be contacted.

• Maintains, supports, and repairs technical equipment, including but not limited to printers, desktops, laptops, smartboards, telepresence equipment, and any other ICT equipment;
• Performs ICT equipment Installations, deployments and conducts hardware and software upgrades;
• Provides ICT user support and customer service;
• Provides ICT technical assistance to students, staff, and potential clients;
• Assists users requiring technical assistance;
• Manages user expectations of response time and issue resolution;
• Responds to questions from users and assists students and staff with technology problems in offices, classrooms and computer labs;
• Follows standard help desk operating procedures; accurately logs all help desk calls;
• Develops knowledge base for the latest technology;
• Assists Technical, Network and Server Administrators with crafts works needed; and
• Performs any other duties as may be assigned by the Supervisor.

• Strong knowledge of computer hardware, software installation, and troubleshooting;
• Proficiency with Windows, macOS, and/or Linux operating systems;
• Understanding of LAN/WAN networking, Wi-Fi technologies, and internet protocols;
• Excellent customer service, communication, and interpersonal skills;
• Familiarity with enterprise systems such as ERP, LMS, or helpdesk software;
• Knowledge of ICT security principles and data protection best practices;
• Strong knowledge and troubleshooting skills of printers and other ICT peripheral devices will be an added advantage; and
• Ability to adapt and learn new technologies.

• Grade 12 or Form V Certificate (or its equivalent) with 5 “0” levels including English and Mathematics;
• Diploma in Computer Science, Information systems or Computer Engineering;
• A Bachelor’s Degree in Computer Science, Information Technology, Information Systems or Computer Engineering will be an added advantage;
• Two (2) years of working experience in ICT Support; and
• Must be a member of the Information and Communication Technology Association of Zambia.