Desktop Support Engineer

About Zensar Technologies

Zensar Technologies is a people-centered technology company passionate about empowering clients in a complex digital landscape. The company values employee happiness deeply, maintaining a Global Happiness Council and conducting annual Happiness Surveys. Zensar fosters growth, ownership, achievement, and learning through its GOAL framework, emphasizing teamwork and collaboration. Employees work with a broad range of technologies across industries like banking, manufacturing, healthcare, insurance, retail, and consumer services, enjoying flexible working conditions and comprehensive benefits, including medical, dental, and retirement plans.

Role Overview

We are seeking a Desk Side / Field Support Engineer to provide both on-site and remote IT assistance primarily in Lusaka and Konkala, Zambia. The role concentrates on supporting executives/VIPs, managing incidents, service requests, hardware lifecycle, software rollouts, and delivering exceptional user experience across various company locations.

Key Responsibilities

• Deliver Level 1 and Level 2 support for desktops, laptops, printers, mobile devices, and other peripherals.
• Diagnose and resolve hardware, software, OS, and connectivity problems.
• Offer support for Microsoft Office suite, Outlook, Teams, browsers, and authorized business applications.
• Handle user incidents and service requests within defined SLA timelines.
• Perform Active Directory tasks such as password resets and account unlocks.
• Provide walk-in, desk-side, and remote technical support.
• Prioritize support for executives and critical business users, ensuring prompt issue resolution.
• Support executive meetings, including boardrooms, telepresence, and video conferencing equipment.
• Collaborate with infrastructure teams to facilitate smooth service delivery.
• Manage IT equipment installation, moves, additions, changes, and disposals (IMACD).
• Deploy hardware such as desktops, laptops, monitors, printers, and IP phones.
• Assist with user profile migration and data transfers.
• Support hardware refresh and replacement initiatives.
• Set up workstations for new hires and office relocations.
• Maintain accurate asset records and track hardware allocation and disposals.
• Support stock verification and inventory audits ensuring compliance.
• Provide support for meeting room technologies including interactive displays and conferencing tools.
• Troubleshoot audio/video conferencing platforms such as Teams, Zoom, and Webex.
• Ensure meeting rooms are properly prepared before executive sessions.
• Enforce endpoint security policies and support antivirus, disk encryption, and patching activities.
• Report security incidents and uphold information security procedures.
• Maintain accurate documentation for incidents and workflows via ITSM tools, updating knowledge bases and preparing reports.
• Escalate unresolved issues to higher-level support as required.

Required Skills and Experience

• Proficiency in Windows 10 and 11 system administration and troubleshooting.
• Expertise with Microsoft Office 365 and Outlook support.
• Experience in Active Directory user administration.
• Capability to support printers and peripherals.
• Strong troubleshooting for laptops and desktop hardware.
• Basic understanding of networking concepts including LAN, Wi-Fi, and VPN.
• Mobile device support for Android and iOS platforms.
• Familiarity with IT service management (ITSM) tools such as ServiceNow or ManageEngine.
• 3 to 5 years working in desk-side or field support roles.
• Prior experience supporting executive or VIP users.
• Exposure to enterprise-scale environments with over 500 users preferred.
• Experience operating across multiple sites and remote locations.

Educational Qualifications

Applicants should possess a diploma or bachelor's degree in IT, computer science, or a related discipline. Certifications such as Microsoft 365, Modern Desktop, or Windows support are advantageous.

Equal Opportunity Statement

Zensar fosters diversity and inclusivity, encouraging applications regardless of age, race, color, religion, gender identity, veteran status, disability, or other protected classifications. The company provides reasonable accommodations for qualified individuals and veterans.