About Company
Caledonia Mining Corporation plc is a profitable, multi-asset gold producer listed on the NYSE American and Aim, focused on its primary asset, the Blanket Gold Mine in Zimbabwe. Situated in Matabeleland South Province, Blanket Mine has been a cornerstone of the regional economy for decades, committed to sustainable mining practices, operational excellence, and significant community engagement. As an employer, Caledonia Mining fosters a culture of safety, innovation, and continuous improvement, offering a dynamic environment where individuals can grow their careers while contributing to a vital industry. We believe in harnessing local talent and empowering our workforce with the tools and support they need to succeed, even in remote capacities, as we continue to expand and optimize our operations.
Job Description
We are seeking a dedicated and technically proficient Remote Helpdesk Technician to join our IT support team, working entirely from home within Matabeleland South Province, Zimbabwe. In this crucial role, you will be the first point of contact for our employees, providing essential technical support and troubleshooting assistance for hardware, software, network, and system-related issues. Your ability to diagnose problems, communicate solutions clearly, and maintain a high level of user satisfaction will be paramount. This position requires a proactive problem-solver with excellent communication skills and the discipline to thrive in a remote work environment. You will play a vital role in ensuring our internal systems run smoothly, minimizing downtime, and supporting our team’s productivity across various departments. While based remotely, you will be an integral part of our IT department, collaborating with colleagues and contributing to a positive and efficient operational landscape. A stable internet connection, a quiet home office setup, and a strong sense of self-motivation are essential for success in this role.
Key Responsibilities
- Provide first-level technical support via phone, email, chat, and remote assistance tools, diagnosing and resolving hardware and software issues.
- Troubleshoot and resolve problems related to operating systems (Windows, macOS), office applications (Microsoft 365 Suite), email clients, and various business-specific software.
- Assist users with network connectivity issues, printer problems, mobile device configuration, and VPN access.
- Document all support interactions, resolutions, and technical procedures accurately in the IT service desk system.
- Escalate complex or unresolved issues to senior IT staff or specialized teams when necessary.
- Perform remote installations, configurations, and updates of software and drivers.
- Educate users on best practices for system usage, security protocols, and common troubleshooting steps.
- Contribute to the creation and maintenance of a comprehensive knowledge base for common technical issues.
- Monitor helpdesk ticket queues, prioritize requests, and ensure timely resolution in line with service level agreements (SLAs).
- Participate in remote team meetings and collaborate effectively with IT colleagues and other departments.
Required Skills
- Proficiency in Windows and macOS operating systems.
- Strong knowledge of Microsoft Office 365 applications (Word, Excel, Outlook, PowerPoint, Teams).
- Familiarity with remote desktop software and helpdesk ticketing systems.
- Basic understanding of networking concepts (TCP/IP, Wi-Fi, VPN).
- Excellent problem-solving and analytical skills.
- Exceptional verbal and written communication skills in English.
- Ability to work independently and manage time effectively in a remote setting.
- Strong customer service orientation and interpersonal skills.
- Reliable high-speed internet connection and a dedicated home workspace.
Preferred Qualifications
- CompTIA A+ or Network+ certification.
- Experience with enterprise resource planning (ERP) systems or industry-specific software.
- Prior experience in a remote technical support role.
- Familiarity with ITIL foundations or other IT service management frameworks.
- Knowledge of basic cybersecurity principles and best practices.
- Diploma or degree in Information Technology, Computer Science, or a related field.
Perks & Benefits
- Competitive salary package benchmarked to local market rates.
- Opportunity to work remotely, offering excellent work-life balance and flexibility.
- Exposure to a leading international mining operation.
- Opportunities for professional development and continuous learning.
- Contribution to a company committed to local community development.
- Supportive and collaborative remote team environment.
How to Apply
Interested candidates are invited to submit their application by clicking the link below. Please ensure your CV and cover letter highlight your relevant experience and suitability for a remote technical support role. We look forward to reviewing your application.