IT Service Desk Engineer

We are recruiting to fill the position below:

Job Title: IT Service Desk Engineer

Location: Nigeria (Office-based)
Employment Type: Full-time (Shift work required)

Job Summary

• In this role, you will play a crucial part in minimizing business disruptions by delivering prompt, high-quality technical support aligned with ITIL best practices and Service Level Agreements (SLAs).
• We are seeking for 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.

Key Responsibilities

• Knowledge & SLA Management: Maintain internal KB articles/SOPs and consistently meet or exceed performance SLAs.
• End-User & System Support: Provide remote and hands-on support for Windows 11, Microsoft 365, and proprietary telecom enterprise applications.
• Identity & Access Management: Manage user account lifecycles, password resets, and access permissions in Active Directory.
• Line Support & Incident Management (First line): Log, prioritize, and resolve hardware, software, network, and mobile/telephony issues via ITSM tools.
• Escalation Handling: Efficiently route complex issues to 2nd and 3rd-line support teams using established workflows.

Requirements
Education:

• Bachelor’s Degree or HND in Computer Science, Information Technology, Electrical Engineering, or a related field

Experience:

• 3–4 years in an IT Service Desk, Help Desk, or End-User Support role (telecom or large-scale enterprise experience preferred).

Technical Expertise:

• Hands-on experience with Active Directory, Windows 11, M365, ITSM ticketing tools (ServiceNow, Jira), and networking fundamentals (TCP/IP, DHCP, DNS).

• Certifications (Bonus): ITIL v4 Foundation, CompTIA A+, or MCP.

Soft Skills:

• Exceptional communication, strong problem-solving under pressure, and a customer-first mindset.

How to Apply
Interested candidates should send their CV to: [email protected] using "IT Service Desk Engineer" as the subject of the mail.

Note: Only shortlisted candidates will be contacted.