About the Role
Eko Maintenance Limited is a rapidly growing Facility Management Company specializing in the maintenance of high-rise building facilities, with our office located in Victoria Island, Lagos. We are currently seeking a proactive and skilled Help Desk Officer to provide first-line technical support to our employees, troubleshoot hardware and software issues, manage support tickets, and ensure seamless access to critical IT systems and services.
Key Responsibilities- Provide Level 1 technical support through phone, email, chat, and ticketing systems.
- Diagnose and resolve hardware, software, network, and account-access issues promptly.
- Install, configure, and troubleshoot computers, printers, mobile devices, and peripherals.
- Create, update, prioritize, and close support tickets efficiently.
- Troubleshoot Windows, Microsoft 365, Outlook, Teams, and common business applications.
- Assist users with password resets, account lockouts, MFA, and access issues.
- Perform basic network troubleshooting involving Wi-Fi, LAN, VPN, DNS, and connectivity.
- Create and manage user accounts and permissions according to company procedures.
- Escalate complex issues to Level 2 and Level 3 support, networking, security, or infrastructure teams.
- Maintain IT documentation, knowledge-base articles, and troubleshooting procedures.
- Track hardware assets and assist with equipment deployment and replacement.
- Follow IT security policies and protect confidential company information.
- Provide excellent customer service and communicate technical solutions clearly to non-technical users.
- Diploma or degree in Computer Science, Information Systems, Business Administration, or a related field.
- 1 to 3 years of experience in a Help Desk or Desktop Support role.
- Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications are a distinct advantage.
- Proficiency in Microsoft 365 and Outlook support.
- Familiarity with ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or Freshservice.
- Strong communication, problem-solving, and customer-service skills.
- Competitive salary package commensurate with experience.
- Opportunities for professional growth and continuous learning.
- Dynamic and collaborative work environment in the heart of Victoria Island, Lagos.