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 academic or experience requirements not listed in image).
Bachelor’s degree in Information Technology, Computer Science, or related field.
Minimum 6 years of progressive IT support experience, including:
At least 2 years in a 1st level/service desk environment
At least 3 years in 2nd/3rd level technical support roles
At least 2 years in a supervisory, team lead, or senior escalation capacity
Comprehensive technical proficiency in:
Windows 10/11 and macOS support
Microsoft 365 administration and troubleshooting
Active Directory, Entra ID, and identity management
Remote support tools, ITSM platforms (Service Desk Plus, RT, Freshservice, etc.)
Basic networking (TCP/IP, DNS, DHCP, VPN, Wi-Fi)
Mobile device management (Intune, Jamf) and BYOD support
ITIL Foundation certification or proven experience with ITIL processes.
Willingness to travel occasionally (up to 20%) across Botswana
Highly Desirable: Professional certifications: Microsoft 365 Certified: Modern Desktop Administrator Associate, ITIL 4 Managing Professional, CompTIA A+/Network+/Security+, HDI Support Center Manager.
Experience in financial services, group holding companies, or multi-national organizations.
Scripting and automation skills (PowerShell, Python) for support task automation.
Knowledge of cybersecurity fundamentals and data protection regulations.
REQUIRED COMPETENCIES:
Multi-Level Support Expertise: Proficient in handling 1st level queries and resolving advanced technical issues.
Leadership & Coaching: Ability to lead, mentor, and develop a multi-tier support team.
Process Excellence: Strong focus on ITIL alignment, continuous improvement, and service quality.
Customer-Centric Mindset: Dedicated to delivering exceptional user experiences and building strong stakeholder relationships.
Analytical & Problem-Solving Skills: Ability to diagnose complex issues and implement effective solutions.
Effective Communication: Clear communicator with technical and non-technical audiences across all levels.
Adaptability & Resilience: Thrives in a dynamic, fast-paced environment with shifting priorities and high user expectations.
Strategic Thinking: Aligns support activities with business objectives and IT strategy.

How to Apply

Email: recruitment@fsg.co.bw Application Instructions: Please forward comprehensive curriculum vitae together with certified copies of certificates with reference line “Application for post of IT Support Engineer”. Deadline: Not later than 14th March 2026.