IT Support Engineer

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

Purpose

The IT Support Engineer is responsible for providing comprehensive technical support for end-users, administering and maintaining business applications, and ensuring seamless operation of IT infrastructure and systems. This role bridges technical support and application lifecycle management, ensuring both hardware and software meet organizational needs efficiently and securely.

Key Responsibilities

• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, and related peripherals.
• Install, configure, and upgrade hardware and software components.
• Manage PC/laptop imaging, deployment, and patch updates.
• Coordinate with the Service Desk to resolve escalated incidents and service requests.
• Support end-user onboarding and offboarding processes, including access provisioning.
• Monitor and maintain performance of IT systems, including UPS, storage, and backup systems.
• Perform regular system diagnostics, maintenance, and repair of IT hardware and software.
• Ensure compliance with ITIL processes (incident, change, problem, and asset management).
• Administer, maintain, and support off-the-shelf and custom-developed applications across departments (e.g., HR, HSE, CSR, Training).
• Handle application installations, upgrades, releases, and decommissioning activities.
• Troubleshoot and resolve application-related issues within defined SLAs.
• Coordinate with vendors and internal development teams to resolve bugs and enhancement requests.
• Conduct testing of new application versions and ensure minimal disruption to production environments.
• Monitor application performance and security, including user access controls and data integrity.
• Analyze business requirements and translate them into functional specifications.
• Participate in application lifecycle management, including documenting changes and improvements.
• Develop reports, dashboards, and ad hoc queries based on end-user needs.
• Maintain knowledge base and training materials for business applications.

Qualifications

• Bachelor’s degree in engineering, computer science, information systems, data science etc.
• Masters will be an added Advantage.
• Certifications (Preferred): ITIL Foundation, CompTIA A+/Network+, SQL

Experience

• 5+ years of experience in IT support and/or application support roles.
• Strong knowledge of Windows OS, Microsoft Office 365, Active Directory, and remote support tools.
• Experience with application administration, SQL queries, and basic report development.
• Familiarity with change management, system integration, and ITSM tools (e.g., ServiceNow, ManageEngine).
• Understanding of networking fundamentals and endpoint security practices.
• Ability to communicate clearly with technical and non-technical stakeholders.
• Strong analytical, troubleshooting, and documentation skills.
• Expertise with standard ITIL processes, including Change, Incident, Request fulfillment and Release management

BEHAVIOURAL TRAITS

• Effective communication
• Ability to influence managers and employees
• Ability to demonstrate leadership
• Critical thinking
• Conflict management
• Problem solving skills
• Ability to work in pressured and deadline-driven operating environment
• Detail-orientated with the technical aptitude and ability to perform tasks accurately and comprehensively
• Expert in multi-tasking, time management and planning of work
• Excellent presentation skills

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