Senior IT Support Engineer at First Quantum

At First Quantum, we free the talent of our people by taking a very different approach which is underpinned by a very different, very definite culture – the “First Quantum Way”.

Working with us is not like working anywhere else, which is why we recruit people who will take a bolder, smarter approach to spot opportunities, solve problems and deliver results.

Our culture is all about encouraging you to think independently and to challenge convention to deliver the best result. That’s how we continue to achieve extraordinary things in extraordinary locations.

Job description:

JOB DESCRIPTION

Job title: Senior  IT Support Engineer

Site:  Kansanshi Mining Plc.

Department:  IT & Digital

Section: IT Operations

Position reports to:  IT Operations Advisor

Grade: 17

Purpose

The Senior IT Support Engineer ensures efficient IT service delivery, emphasizing IT Service Management (ITSM) best practices and aligning IT operations with business objectives. This role manages desktop and server infrastructure, resolves technical issues, leads service improvement initiatives, and collaborates with regional teams and vendors to enhance IT service quality. Additionally, the engineer drives policy compliance, supports end-user satisfaction, and fosters team development.

This role is critical in driving operational excellence, ensuring secure and efficient IT services, and maintaining high levels of end-user satisfaction in a dynamic environment.

Key Responsibilities

• Service Delivery Management: Develop and implement IT Service Delivery goals, SLAs, and governance frameworks (e.g., ITIL). Manage vendor relationships, asset lifecycles, and service desk operations to enhance end-user satisfaction.
• Leadership: Coach and develop team members, foster a customer-centric culture, and ensure achievement of performance targets.
• Technical Support: Provide Level 2 support for enterprise applications, desktops, servers, and network infrastructure while managing endpoint solutions and troubleshooting issues.
• Knowledge and Process Management: Build and maintain a knowledge base, train end-users, and enforce IT General Controls (ITGC) for operational compliance.
• Project Management: Scope, plan, and coordinate IT projects, ensuring resource optimization and alignment with objectives.
• Policy Development and Compliance: Develop IT Service Delivery policies and ensure adherence to change, incident, request fulfillment, and release management standards.
• Collaboration and Vendor Management: Work with stakeholders to design secure solutions, manage external vendors, and act as deputy to the IT Operations Advisor when required.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Relevant certifications such as ITIL, Cisco, PMP or Prince2, or HP certifications will be added advantage preferred
• Membership in ICTAZ or EIZ is required

Experience

•  7+ years in IT Service Delivery, 2+ years in IT management, and project management experience.
• Proficient in enterprise tools (Windows, AD, Azure, Office 365, GPOs), MDM, service desk tools, and IAM systems.

BEHAVIOURAL TRAITS

• Strong leadership, communication, problem-solving, and multitasking abilities with a focus on customer service and team collaboration.