L1 IT SUPPORT TECHNICIAN

Company: Kleartech Solutions

Location: Lusaka, Zambia

Work arrangement: Office-based, with remote support and client-site visits as required

About the role

Kleartech Solutions is seeking a practical, customer-focused IT Support Technician to provide first-line technical support to our team and clients.

We are looking for a technical all-rounder who can troubleshoot computers, support business applications, resolve common network issues and manage routine user-account requests. You should be comfortable working directly with users, documenting your work and escalating complex issues to senior engineers.

Key responsibilities

User and desktop support

• Provide technical support through phone, email, remote access and onsite visits.
• Diagnose and resolve common laptop, desktop, software and peripheral issues.
• Install and configure Windows, approved applications, printers and other equipment.
• Assist users with email, Microsoft Office, Teams and everyday IT questions.

Accounts and Microsoft 365

• Support Microsoft 365, including Outlook, Teams, OneDrive and SharePoint.
• Carry out approved account creation, password resets, access changes and account removal.
• Assist with Active Directory or Microsoft Entra ID user administration.
• Help users set up and troubleshoot multifactor authentication.

Networking and connectivity

• Troubleshoot internet, Wi-Fi, LAN, VPN and shared-printer connectivity.
• Investigate basic TCP/IP, DNS and DHCP issues.
• Assist with approved setup and maintenance of routers, switches and wireless access points.
• Escalate complex network and firewall issues with clear troubleshooting notes.

Infrastructure and application support

• Perform routine system checks and respond to monitoring alerts using documented procedures.
• Assist with endpoint updates, antivirus checks and scheduled maintenance.
• Check backup status and report.
• Provide first-line support for business applications, gathering error messages and relevant details before escalation.
• Assist senior engineers with Windows Server, Linux and cloud support tasks.

Service desk and documentation

• Log, prioritise and track support requests in the ticketing system.
• Keep users informed and work within agreed response and resolution targets.
• Escalate unresolved issues promptly, recording the symptoms, impact and actions already taken.
• Maintain IT asset records, support guides and troubleshooting documentation.
• Follow security procedures, protect client information and obtain approval before making restricted changes.

Essential requirements

• Diploma or degree in Information Technology, Computer Science, Networking or a related field, or equivalent practical experience.
• At least 1–3 years of hands-on IT support experience.
• Good working knowledge of Windows computers, hardware troubleshooting and software installation.
• Experience supporting Microsoft 365 and common office applications.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi and VPNs.
• Familiarity with user-account administration and access permissions.
• Experience using ticketing systems and remote support tools.
• Clear spoken and written English, strong customer service and accurate documentation.
• Ability to troubleshoot methodically, manage priorities and recognise when escalation is required.
• Based in Zambia and available to work in Lusaka and visit client sites when required.

Added advantages

• Exposure to Windows Server, Active Directory and Group Policy.
• Basic Linux troubleshooting skills.
• Familiarity with Azure, AWS, VMware or Hyper-V.
• Exposure to Cisco or Meraki networking equipment.
• Basic PowerShell or Bash scripting.
• Basic SQL or database-support knowledge.
• Relevant certifications such as CompTIA A+, Network+, CCNA, Microsoft Fundamentals or ITIL Foundation.
• Experience supporting multiple clients in an IT services environment.

The person we are looking for

You enjoy solving practical IT problems and explaining solutions clearly to users. You take ownership of support requests, follow procedures carefully and are willing to learn across desktop support, networking, applications and infrastructure.

How to apply

Attach your cv to the option provided. Do not send cv to the company email

Use the subject line: Application – L1 IT Support Technician

In your application, include:

• Your current location and availability.
• The systems and tools you have supported directly.
• A brief example of an IT issue you diagnosed and resolved.

Shortlisted candidates will complete a practical troubleshooting assessment and an interview.