About the Role
Vennote Technologies Limited is a well-established ICT enterprise with over two decades of experience delivering cutting-edge solutions globally. We are currently seeking a dedicated IT Service Desk Engineer to act as the primary point of contact for IT incidents and service requests within our telecommunications client's organization. In this role, you will minimize business disruptions by providing prompt, professional technical support aligned with ITIL best practices and Service Level Agreements.
Key Responsibilities- Log, categorize, prioritize, and track all incoming incidents and requests via phone, email, chat, or ITSM tools, aiming for first-call resolution.
- Route complex, unresolved issues efficiently to second and third-line support teams using established escalation workflows.
- Provide hands-on and remote technical support for Windows OS, Microsoft 365, and proprietary telecom enterprise applications.
- Manage user account lifecycles, including creation, deletion, password resets, and permissions within Active Directory.
- Draft and update internal Knowledge Base articles and Standard Operating Procedures to boost team resolution efficiency.
- Meet and exceed agreed SLAs and generate routine reports on service desk performance and ticket trends.
- Bachelor's Degree or HND in Computer Science, Information Technology, Electrical Engineering, or a related field.
- Three to four years of proven experience in an IT Service Desk, Help Desk, or End-User Support environment.
- Previous experience supporting a telecommunications company or large-scale enterprise is highly desirable.
- Strong proficiency in Windows environments, Microsoft 365, ITSM tools, and Active Directory.
- Relevant certifications such as ITIL v4 Foundation, CompTIA A+, or Microsoft Certified Professional.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance coverage for employees and dependents.
- Opportunities for professional development and industry-recognized certifications.
- A collaborative and dynamic work environment with career growth potential.