End User Support Specialist

Functional area: IT

Onsite or Remote: Onsite

Country/Region: ZM

City: Chingola

Location:

Chingola, Copperbelt Province, ZM, 10101

Company name: Epiroc Zambia Limited

Date of posting: Jan 12, 2026

We are looking for a proactive and customer‑focused professional with strong communication skills who enjoys working independently and taking ownership of service delivery.

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Compensation & Benefits The successful candidate will provide high‑quality support services to end users, working closely with the local entity to ensure smooth operations and a consistently positive user experience. This role requires someone who can independently support the local business, respond effectively to queries or challenges, and drive solutions through to successful and satisfactory resolution.

If you are solutions‑oriented, approachable, and committed to delivering excellent support, we encourage you to apply.

Your Mission

• Process all relevant support tickets within the team’s delivery scope according to quality and performance measures for on-site and remote end users across the region.
• Ensure the end users’ capability to access certified applications from the supported endpoints according to the Epiroc Way policies.- Provide reactive and proactive support of the certified endpoints (laptops, desktops, tablets, mobile devices) and coordinate HW procurement in alignment to the internal policies.
• Keep the asset database records up to date.
• Create and maintain documentation related to the team’s delivery scope, supported locations, and procedures.
• Provide hands-on support to our infrastructure teams in server, network, and telephony areas.
• Advise the end users on their IT needs, best practices, and internal rules and processes.
• Educate the end users regarding IT support services and deliverables.
• Contribute to continuous improvement process with the overall target to increase efficiency and value to the business.
• Manage and participate in projects as assigned.
• Represents Epiroc IT for all IT needs of the end users.
• Travel when required up to 10% of the time.
• Vendor support for the IT area.
• Properly escalate incidents to Regional End User Support Manager and Regional IT Manager according to the impact, severity, and urgency.
• Collaborate with the Regional End User Support Manager and the Regional IT Manager on the management of the IT platform to keep the information systems in optimal operating condition.
• Other duties and responsibilities as assigned.

Your Profile

• Must hold a tertiary qualification fully certified by the Zambia Qualifications Authority (ZAQA), in line with applicable statutory requirements. Proof of ZAQA certification may be required during the recruitment or pre‑employment verification process.
• Customer Service Excellence: Ability to deliver high-quality support in service desk or shared service environments with frequent customer interaction.
• Technical Expertise: Strong knowledge of PC hardware (especially laptops and accessories), Advanced understanding of Windows OS in enterprise environments (installation, configuration, troubleshooting, network integration), Familiarity with PC management tools (remote support, software deployment, OS imaging), with Symantec Altiris as an asset.
• Networking Fundamentals: Solid grasp of IP protocols, switching and routing (Cisco hardware experience is advantageous).
• Systems Administration: Active Directory management, File sharing and printing services.
• Mobile Device Support: Setup and troubleshooting for Samsung and Apple devices.
• Cloud & Productivity Tools: Basic support for Microsoft 365 services and applications.
• Process Orientation: Understanding of ITIL processes and terminology; ITIL Foundation certification is a plus.
• Project Management: Proven ability to manage projects effectively.

Location and other info such as travel requirements etc Chingola, Zambia

Why Epiroc? While you will support the Epiroc Zambia IT requirements onsite, you will be part of a larger IT team spread across Sub-Sahara Africa.

Application And Contact Information Last Date to Apply: 21st of January 2026