About the Role
Vennote Technologies Limited is a well-established ICT company with over two decades of experience delivering enterprise solutions and world-class technical support globally. We are seeking a customer-centric IT Service Desk Engineer to act as the primary point of contact for all IT-related incidents within our telecommunications client's organization, minimizing business disruptions through ITIL-aligned practices.
Key Responsibilities- Log, prioritize, and track all incoming IT incidents and service requests via phone, email, or ITSM tools, aiming for first-call resolution.
- Provide comprehensive remote and hands-on support for Windows OS, Microsoft 365, and proprietary telecom enterprise applications.
- Manage user account lifecycles and permissions efficiently within Active Directory.
- Route complex, unresolved technical issues smoothly to 2nd and 3rd-line support teams.
- Draft and update internal Knowledge Base articles and Standard Operating Procedures to improve resolution efficiency.
- Ensure strict compliance with defined Service Level Agreements and generate performance reports.
- Bachelor’s Degree or HND in Computer Science, Information Technology, or a related field.
- 3 to 4+ years of proven experience in an IT Service Desk or enterprise end-user support role.
- Prior experience supporting telecommunications companies or large-scale enterprise environments is highly advantageous.
- Strong proficiency in Windows 11 environments, Microsoft 365 suites, and ITSM ticketing tools like ServiceNow or Jira.
- Solid understanding of networking fundamentals including TCP/IP, DNS, and DHCP.
- Relevant certifications such as ITIL v4 Foundation, CompTIA A+, or Microsoft Certified Professional are strongly preferred.
- Competitive salary package commensurate with experience.
- Opportunities for professional growth and continuous technical certification training.
- Dynamic, collaborative, and innovative work environment within a leading ICT firm.