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 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, ensuring seamless business operations.
Key Responsibilities- Log, categorize, prioritize, and track incoming incidents and service requests via phone, email, and ITSM ticketing tools while aiming for first-call resolution.
- Provide remote and hands-on technical support for Windows OS, Microsoft 365, and proprietary enterprise applications.
- Manage user account lifecycles, including creation, password resets, and permissions using Active Directory.
- Route complex, unresolved technical issues to 2nd and 3rd-line support teams following established escalation workflows.
- Maintain internal Knowledge Base articles and standard operating procedures to improve team efficiency.
- Ensure compliance with established Service Level Agreements and generate routine 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 end-user support role, preferably within the telecommunications or large enterprise sector.
- Strong proficiency in troubleshooting Windows environments and Microsoft 365 suites.
- Familiarity with ITSM ticketing platforms such as ServiceNow or Jira Service Management.
- Relevant certifications such as ITIL v4 Foundation, CompTIA A+, or Microsoft Certified Professional are highly valued.
- Exceptional problem-solving, communication, and customer-service skills.
- Competitive salary package with regular performance reviews.
- Opportunities for professional growth and IT certification sponsorships.
- Health insurance coverage and dynamic corporate work environment.