IT Service Desk Engineer at Vennote Technologies Limited

Description

• Are you a customer-focused IT professional with excellent troubleshooting skills? Do you thrive on solving technical challenges and ensuring smooth operations for end-users?

Job Summary

• We are seeking for IT Service Desk Engineer who will serve as the first point of contact for all IT-related issues, incidents, and service requests from end-users within the telecommunications client's organization.
• This role is crucial for ensuring minimal disruption to business operations by providing prompt, effective, and professional technical support in line with defined Service Level Agreements (SLAs) and ITIL best practices.
• This role is full time and will require working on shifts from the office.

Key Responsibilities
Incident Management (1st Line Support):

• Log, categorize, prioritize, and manage all incoming incidents and service requests via phone, email, chat, or service management tools.
• Provide first-call resolution for as many incidents as possible, including basic troubleshooting of desktop hardware, software, network connectivity, and telephony/mobile services.
• Escalate complex or unresolved incidents to the appropriate 2nd or 3rd line support teams following defined escalation paths.

End-User Support & Troubleshooting:

• Provide hands-on and remote support for Operating Systems, Microsoft Office/365 Suite, and enterprise-specific applications common in a telco environment.
• Assist with user account management (creation, deletion, password resets, access rights) within Active Directory or similar systems.

Service Request Fulfillment:

• Process and fulfill standard service requests according to established procedures.

Knowledge Management:

• Create, update, and maintain Service Desk documentation, including Knowledge Base articles and Standard Operating Procedures (SOPs), to improve first-call resolution rates.

SLAs and Reporting:

• Ensure all incidents and requests are handled within the agreed-upon Service Level Agreements (SLAs).
• Generate regular reports on Service Desk activity, performance metrics, and common issue trends to aid in problem management.

Requirements & Qualifications

• A Bachelor’s Degree or HND in Computer Science, Information Technology, Electrical Engineering, or a related field.
• 2-4+ years of experience working in an IT Service Desk, Help Desk, or End-User Support role.
• Previous experience working in a Telecommunications company or a large enterprise environment is highly desirable.
• Certifications are a major plus:
  • ITIL v4 Foundation (Highly valued, as suggested by Vennote's other roles).
  • CompTIA A+, Microsoft Certified Professional (MCP), or equivalent.

Technical Skills:

• Proven proficiency in Troubleshooting and Technical Support.
• Expertise in Windows 11 operating systems in an enterprise environment.
• Working knowledge of Microsoft 365 (Outlook, Teams, SharePoint).
• Familiarity with IT Service Management (ITSM) tools (e.g. ServiceNow) for logging and tracking tickets.
• Basic understanding of TCP/IP networking, DHCP, DNS, and connectivity troubleshooting.
• Experience with user administration in Active Directory.

Soft Skills:

• Exceptional Communication and Customer Service skills (both verbal and written).
• Strong problem-solving and analytical abilities with a systematic approach.
• Ability to work effectively under pressure and prioritize tasks in a fast-paced environment.
• A proactive attitude and ability to work independently and as part of a team.