IT Service Desk Engineer

IT Service Desk Engineer

Vennote Technologies Limited is seeking a dedicated IT Service Desk Engineer to act as the primary point of contact for all IT-related incidents and service requests within their telecommunications client's organization. This role involves delivering prompt, effective, and professional technical support aligned with ITIL best practices and defined Service Level Agreements (SLAs).

Responsibilities

• Incident Management (1st Line Support): Log, categorize, prioritize, and track all incoming incidents and requests via phone, email, chat, or ITSM tools. Aim for first-call resolution by troubleshooting hardware, software, network, and mobile/telephony issues.
• Escalation Handling: Efficiently route complex, unresolved issues to 2nd and 3rd-line support teams using established escalation workflows.
• End-User Support: Provide both hands-on and remote technical support for Windows OS, Microsoft 365, and proprietary telecom enterprise applications.
• Identity & Access Management: Handle user account lifecycles (creation, deletion, password resets, and permissions) within Active Directory.
• Knowledge Management: Draft, update, and maintain internal Knowledge Base articles and Standard Operating Procedures (SOPs) to boost team resolution efficiency.
• SLA Compliance & Reporting: Meet and exceed agreed-upon SLAs. Generate routine reports on service desk performance and ticket trends to support proactive problem management.

Requirements

• Bachelor’s Degree or HND in Computer Science, Information Technology, Electrical Engineering, or a closely related field.
• 3–4+ years of proven experience in an IT Service Desk, Help Desk, or End-User Support environment.
• Previous experience supporting a Telecommunications company or working within a large-scale enterprise environment is highly desirable.
• ITIL v4 Foundation, CompTIA A+, Microsoft Certified Professional (MCP), or equivalent technical certifications are highly valued.

How to Apply Send their Applications to: faith.onokhoikhua@vennote.com and/or dave.nwokedi@vennote.com