IT End User Support Officer

Job description

National Breweries Plc is Zambia’s leading producer and distributor of Traditional African Beer. Our affiliation to Delta Beverages gives our employees a sense of pride and that of belonging to one of the biggest international brewing companies in the world. The Company offers opportunities for all to learn develop and grow, whilst offering challenging career opportunities for lateral or vertical advancement.

We are inviting applications to fill the following vacant position:

IT End User Support Officer (1)

CONTRACT: PERMANENT – KITWE

Reporting to the IT Manager, the successful candidate will be accountable for the following:

Job Purpose
To provide first-line technical support to end-users, ensuring minimal downtime for IT systems and equipment critical to brewery operations. The IT End User Support Officer will troubleshoot hardware, software, and network issues, maintain IT assets, and assist in implementing technology solutions that support production, sales, and corporate functions, including Mac Mobile, OTI systems, and SAP.

Key Responsibilities

Provide first-line technical support to staff across all departments (production, packaging, sales, finance, administration).

Respond to helpdesk requests, diagnosing and resolving hardware, software, and network problems.

Provide operational support for Mac mobile handheld devices and OTI applications used in sales and distribution.

Assist users with basic SAP (S/4HANA) transactions and troubleshooting common ERP issues.

Escalate complex issues to the IT Manager or relevant third-party vendors.

Install, configure, and maintain desktops, laptops, printers, mobile devices, and other peripherals.

Support and maintain brewery-specific systems, including Mac Mobile and OTI.

Ensure all company devices have up-to-date security patches, antivirus, and approved software.

Monitor and maintain local area network (LAN), Wi-Fi, and VPN connections to ensure uninterrupted operations at all brewery sites.

Liaise with ISPs to resolve connectivity issues promptly.

Create and manage user accounts, permissions, and access rights in line with company policies.

Support cybersecurity initiatives, including enforcing password policies and monitoring for security breaches.

Maintain backups and ensure disaster recovery procedures are tested regularly.

Maintain an up-to-date IT asset register, including Mac Mobile and OTI devices.

Document support cases, solutions, and system changes for future reference.

Assist in IT projects, including system upgrades, new technology rollouts, and process automation initiatives.

Provide feedback to improve IT support processes and enhance user experience.

Qualifications & Experience

Degree in Information Technology, Computer Science, or related field.

At least 3–5 years’ experience in an IT support role, preferably in a manufacturing or FMCG environment.

Experience supporting Mac Mobile, OTI, and basic SAP transactions.

Knowledge of networking (LAN, WAN, VPN), Windows OS, and hardware troubleshooting.

Relevant IT certifications (Cisco, Microsoft, Fortinet, etc.) will be an added advantage.

Key Competencies

Strong problem-solving and analytical skills.

Excellent communication and interpersonal skills.

Ability to work under pressure and respond quickly to operational needs.

Attention to detail and commitment to quality service.

Team player with a proactive approach to IT issues.

Working Conditions
Based at the brewery office with occasional travel to depots or remote sites.

SUBMISSION OF APPLICATIONS

Interested persons should send their applications and CV’s not later than 24th  September 2025 to;

The Human Resource Business Partner

National Breweries Plc

Sheki Sheki Road

PO Box 35135

Lusaka

Email address: recruitment@natbrew.co.zm

(Only shortlisted candidates will be communicated to & all attachments should be in a single PDF File. Kindly state the position in the subject line)