About the Role
Vennote Technologies Limited is a well-رحمن 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 organization, ensuring minimal business disruption and strict SLA compliance.
Key Responsibilities- Log, categorize, and prioritize incoming incidents via phone, email, and ITSM tools, aiming for first-call resolution.
- Provide remote and hands-on technical support for Windows OS, Microsoft 365, and proprietary telecom applications.
- Manage user account lifecycles and permissions efficiently within Active Directory.
- Escalate complex technical issues seamlessly to 2nd and 3rd-line support teams using established workflows.
- Maintain internal Knowledge Base articles and Standard Operating Procedures to enhance team efficiency.
- Monitor SLA metrics and generate routine performance reports to support proactive problem management.
- 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 a telecommunications company or large-scale enterprise environment.
- Strong proficiency in Windows 11 and Microsoft 365 administration.
- Hands-on experience with ITSM ticketing tools and networking fundamentals such as TCP/IP, DNS, and DHCP.
- Relevant certifications such as ITIL v4 Foundation, CompTIA A+, or Microsoft certifications are highly desirable.
- Exceptional communication, analytical, and problem-solving skills with a customer-first mindset.
- Competitive salary and performance-based incentives.
- Opportunities for professional growth and technical certification sponsorships.
- Health insurance and wellness benefits.
- Dynamic and collaborative work environment with a leading global ICT firm.