HiPe Computer Systems Limited is an IT Supplies and Solutions provider located in Lusaka. We are looking for a IT Help Desk Technician to join our fast growing company. If you are a self-starter with problem-solving skills and you meet the requirements below, we are looking for you!

Job description

• Technical Support – Diagnose and resolve software, hardware, and network issues for end-users.
• User Assistance – Provide step-by-step guidance and training to users on new technologies and troubleshooting procedures.
• Remote Support – Offer technical support over phone, email, remote desktop, or chat, effectively guiding users through problem-solving processes
• Systems Maintenance – Perform daily and monthly maintenance on computer systems, including running diagnostics and performing basic repairs.
• Documentation and Escalation – Document all customer interactions and escalate complex issues to higher-level IT personnel and partners (e.g. ISPs) when necessary.
• Issue Resolution - Follow up with customers to ensure their issues are resolved to their satisfaction
• Reporting – Record and report incidences, and prepare daily, weekly, monthly and quarterly reports

Personal Attributes

• Self-starter, Punctual, Motivated and Smart
• Customer Oriented, Friendly, Honest, and Reliable
• Proficiency in troubleshooting hardware and software, familiarity with common operating systems (Windows, macOS, Linux), and a good understanding of computer systems and mobile devices
• Excellent verbal and written communication skills, with ability to clearly explain technical issues and provide personized support to none technical users.
• Strong customer orientation, patience, and the ability to maintain calm and positive demeanor when dealing with frustrated clients
• Advanced problem-solving skills and the ability to diagnose issues accurately and efficiently

Qualifications

• Full Grade 12 Certificate
• Diploma in Computer Science, Information Technology or related (mandatory)
• 1 to 2 Years proven minimum work experience

• Technical Support – Diagnose and resolve software, hardware, and network issues for end-users.
• User Assistance – Provide step-by-step guidance and training to users on new technologies and troubleshooting procedures.
• Remote Support – Offer technical support over phone, email, remote desktop, or chat, effectively guiding users through problem-solving processes
• Systems Maintenance – Perform daily and monthly maintenance on computer systems, including running diagnostics and performing basic repairs.
• Documentation and Escalation – Document all customer interactions and escalate complex issues to higher-level IT personnel and partners (e.g. ISPs) when necessary.
• Issue Resolution - Follow up with customers to ensure their issues are resolved to their satisfaction
• Reporting – Record and report incidences, and prepare daily, weekly, monthly and quarterly reports

• Proficiency in troubleshooting hardware and software
• Familiarity with common operating systems (Windows, macOS, Linux)
• Good understanding of computer systems and mobile devices
• Excellent verbal and written communication skills
• Ability to clearly explain technical issues and provide personalized support to non-technical users
• Strong customer orientation, patience
• Ability to maintain calm and positive demeanor when dealing with frustrated clients
• Advanced problem-solving skills
• Ability to diagnose issues accurately and efficiently

• Full Grade 12 Certificate
• Diploma in Computer Science, Information Technology or related (mandatory)
• 1 to 2 Years proven minimum work experience