L2 Support Engineer – IT-IQ Zambia

About the Role

IT-IQ Zambia is seeking a qualified and experienced Level 2 (L2) Support Engineer to join its growing technical support team. The successful candidate will provide both remote and on-site technical support, ensuring timely resolution of IT incidents while delivering excellent customer service in line with Service Level Agreements (SLAs).

This role is based in Lusaka and is ideal for IT professionals who enjoy troubleshooting technical issues and working with modern technologies in a fast-paced environment.

Key Responsibilities

• Provide remote and on-site Level 2 technical support for hardware, software, operating systems, and network-related issues.

• Diagnose, troubleshoot, and resolve IT incidents and service requests within agreed SLAs.

• Install, configure, and maintain computers, peripherals, software, and network devices.

• Deliver first-time resolutions where possible and escalate complex issues when necessary.

• Maintain accurate records of incidents, resolutions, and service requests using the IT service desk system.

• Support IT projects and contribute to the development of technical documentation and user guides.

• Deliver exceptional customer service while keeping up to date with current and emerging technologies.

Minimum Qualifications

Applicants should possess:

• Bachelor's Degree in Computer Science, Information Technology, or a related field.

• Excellent written and verbal communication skills in English.

• Ability to work effectively in a team and manage tasks according to Service Level Agreements (SLAs).

Preferred Experience & Certifications

• 2–3 years of experience in an IT Support role.

• Professional certifications such as:

  • ITIL Foundation

  • Microsoft 365

  • CCNA

  • CompTIA A+ and/or Network+

Key Skills

• IT technical support

• Hardware and software troubleshooting

• Windows operating systems

• Computer networking

• Customer service

• Incident management

• Problem-solving

• Technical documentation

• Teamwork and communication

Job Summary

1. Employer: IT-IQ Zambia

2. Position: L2 Support Engineer

3. Location: Lusaka

4. Employment Type: Full-Time

5. Application Method: QR Code (Online Application)

6. Closing Date: 27th July 2026, 17:00 hrs