IT SUPPORT ENGINEER – Fsg Limited

FSG Limited is Botswana's leading provider of financial and care solutions with 23 branches across Botswana and with significant presence in South Africa, and Zambia.. Applications are invited from qualified Botswana citizens for the position of IT Support Engineer tenable at 2 x Gaborone, 2 x Francistown. The IT Support Engineer is a dual-function role responsible for providing advanced technical support to end-users. This position ensures the delivery of reliable, efficient, and user-focused IT services across FSG's Operations. The incumbent will handle complex technical escalations, drive process improvements, and contribute to the strategic development of the end-user computing environment. Key Responsibilities Provide direct 1st level support for incoming IT requests via phone, email, chat, and walk-ins. Log, categorize, prioritize, and resolve or escalate incidents and service requests in the ITSM tool. Ensure adherence to SLAs for first-contact resolution and user communication. Develop and maintain 1st level support scripts, FAQs, and knowledge base articles. Monitor and coach 1st level support staff on call handling, ticket logging, and customer service excellence. Diagnose and resolve advanced problems related to: End-user hardware (laptops, desktops, mobile devices, peripherals) Operating systems (Windows 10/11, macOS) Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) Authentication and access management (Active Directory, Entra ID, MFA) Network connectivity (LAN/Wi-Fi/VPN), printing, and other applications Perform root cause analysis and implement permanent solutions to recurring issues. Monitor and report on support performance metrics across all support levels. Lead continuous improvement initiatives to enhance service desk efficiency, user experience, and technical documentation. Implement and enforce ITIL-based processes (incident, problem, change, knowledge, asset management). Conduct regular service reviews with stakeholders and prepare service performance reports. Conduct regular technical and soft skills training sessions. Facilitate knowledge transfer and cross-training within the support team. Assist in the planning and execution of end-user computing projects, including device lifecycle management, software deployment, and security updates. Ensure compliance with IT policies, security standards, and regulatory requirements. Evaluate and recommend tools, technologies, and processes to improve support efficiency and user productivity. Manage relationships with vendors for support-related services and hardware/software procurement. Oversee IT onboarding and offboarding processes, including account provisioning, equipment setup, and access management. Develop and deliver IT induction, cybersecurity awareness, and application training for end-users. Act as a key communication liaison between IT and business users for service updates, outages, and improvements. Requirements Qualified Botswana citizens (specific ac