L1/L2 IT Support Engineer at DAG Industries Nigeria Limited

Job Summary

• The L1/L2 IT Support Engineer is responsible for providing first and second-level technical support to end users, ensuring smooth operation of IT systems, hardware, software, and network infrastructure.
• The role involves troubleshooting technical issues, managing user requests, supporting IT infrastructure, and escalating complex incidents when necessary.

Key Responsibilities
Technical Support (L1 Support):

• Provide first-level support for hardware, software, network, and system-related issues.
• Respond to IT helpdesk tickets, emails, and phone support requests.
• Install, configure, and troubleshoot desktops, laptops, printers, and mobile devices.
• Perform user account setup, password resets, and access management.
• Support Microsoft Windows, Office applications, and enterprise software.
• Assist users with VPN connectivity and remote access issues.
• Document incidents, solutions, and troubleshooting steps.

Advanced Support (L2 Support):

• Diagnose and resolve complex technical issues escalated from L1.
• Manage Active Directory user administration and group policies.
• Troubleshoot LAN/WAN connectivity, Wi-Fi issues, and network devices.
• Support server environments and shared resources.
• Configure and maintain email systems (Microsoft 365/Exchange).
• Perform system updates, patches, and security compliance checks.
• Monitor system performance and recommend improvements.

Infrastructure & Systems Management:

• Maintain IT asset inventory and lifecycle management.
• Support backup and recovery procedures.
• Assist in system deployments, migrations, and upgrades.
• Ensure endpoint security and antivirus compliance.
• Support cloud platforms and collaboration tools.

Documentation & Reporting:

• Maintain knowledge base articles and user guides.
• Prepare incident reports and resolution summaries.
• Track SLA compliance and ticket resolution timelines.

User Support & Training:

• Provide end-user training and onboarding IT setup.
• Support meeting room technology and conferencing systems.
• Educate users on IT security best practices.

Required Qualifications

• Bachelor’s Degree or Diploma in Computer Science, Information Technology, or related field.
• 2–5 years’ experience in IT Support or Helpdesk environment.
• Experience providing L1 and L2 technical support.

Technical Skills:

• Windows OS & Microsoft Office 365 Administration
• Active Directory & User Access Management
• Networking fundamentals (TCP/IP, DNS, DHCP)
• Hardware & Software troubleshooting
• Remote desktop support tools
• VPN configuration & troubleshooting
• Printer and peripheral support
• Basic server administration
• IT ticketing systems (ServiceNow, Jira, Zendesk, Freshservice).

Soft Skills:

• Strong problem-solving and analytical skills
• Excellent communication and customer service skills
• Ability to multitask and prioritize issues
• Documentation and reporting skills
• Team collaboration and stakeholder engagement.