About VIZTRANIX:

VIZTRANIX is an IT systems integrator specialized in providing comprehensive IT Solutions and Support Services for businesses in Zambia. We provide end-to-end IT solutions, from enterprise technology design and deployments, including virtualization, servers, and SAN, to network architecture design and installation and hardware and software retail, ensuring you get the right IT Services to meet your needs. With a wide range of in-house skill sets and partnerships with major OEMs, we deliver state-of-the-art technology solutions enabling enterprises and other clients to overcome business obstacles through technology during their digital transformation process.

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.

Key Responsibilities:

1. 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.

2. 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.

3. Mentoring and Training:

• Mentor and train junior support engineers, sharing expertise and best practices.
• Conduct technical training sessions to enhance team capabilities.
• Review and provide feedback on support cases handled by junior engineers.

4. 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.

5. 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.

6. 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.

7. 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.

Join VIZTRANIX and become a key player in driving our growth and success in the dynamic IT industry. Apply now and unleash your potential!

• 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.
• 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.
• Mentor and train junior support engineers, sharing expertise and best practices.
• Conduct technical training sessions to enhance team capabilities.
• Review and provide feedback on support cases handled by junior engineers.
• Identify recurring issues and collaborate with internal teams to implement long-term solutions.
• Analyze support trends and propose improvements to support processes and tools.
• 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.
• 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.
• Provide 24 x 7 support as required, ensuring timely resolution of critical issues outside regular working hours.

• Advanced knowledge of specific technologies, operating systems, databases, network protocols, cloud services.
• Experience with specific tools or platforms relevant to the job.
• Strong analytical and problem-solving skills, with the ability to think critically and diagnose technical issues.
• Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical audiences.
• Strong customer service skills, with a focus on providing exceptional support and maintaining positive relationships with clients.

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field. Advanced degrees or certifications are a plus.
• 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.
• Relevant certifications such as Cisco Certified Network Associate (CCNA), Fortinet, checkpoint, Vmware, Microsoft Certified Solutions Expert (MCSE) etc.
• Must have a valid driving license.