Service Desk & Proactive Engineer at Fort Knox Group

Salary: 400,000

Key Responsibilities

• Provide first-level technical support for incidents, service requests, and faults across network services 
• Receive, log, and manage customer requests via phone, email, and ticketing systems 
• Resolve basic faults within defined timelines or escalate appropriately 
• Monitor tickets and ensure timely follow-up until resolution 
• Communicate effectively with customers, providing updates on incidents and service requests 
• Generate daily, weekly, and monthly technical reports (incident reports, availability, RCA, etc.) 
• Proactively monitor network performance, uptime, and bandwidth utilization 
• Identify recurring issues and escalate trends to management 
• Support problem management and change management processes 
• Onboard and maintain services on monitoring tools 

Requirements/Education & Certifications

• B.Sc./B.Eng in Computer Science, Computer Engineering, Electrical/Electronics, or related field (minimum 2:2 / Upper Credit) 
• CCNA (required); CCNP and ITIL certifications are an added advantage 
• Strong knowledge of IP networking (Routing, MPLS, QoS, VPN, VoIP) 
• Experience with Network Monitoring Systems (NMS) and ticketing tools 
• Familiarity with service management platforms 
• Understanding of wireless technologies (Point-to-Point / Point-to-Multipoint is a plus) 
• 1–5 years of relevant experience in technical support or network operations 
• Hands-on experience with incident management and troubleshooting 
• Strong customer service orientation 
• Excellent communication (written and verbal) 
• Problem-solving and analytical thinking 
• Ability to work under pressure and in a shift environment 
• Proactive mindset with attention to detail 
• Ability to collaborate across teams