IT Service Desk Engineer

About the Role

• Are you a customer-centric IT professional with sharp troubleshooting skills?
• Do you thrive on solving technical challenges and ensuring seamless operations for end-users?
• Vennote Technologies 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 our telecommunications client's organization.
• In this role, you will be instrumental in minimizing business disruptions by delivering prompt, effective, and professional technical support aligned with ITIL best practices and defined Service Level Agreements SLAs.

Key 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 & Qualifications

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

Skills & Competencies
Technical Skills:

• Strong proficiency in enterprise-level troubleshooting and technical support.
• Deep expertise in Windows 11 environments and Microsoft 365 suites Outlook, Teams, SharePoint.
• Hands-on experience with ITSM ticketing tools e.g., ServiceNow, Jira Service Management.
• Solid grasp of networking fundamentals TCP/IP, DHCP, DNS and connectivity troubleshooting.
• Experience managing user profiles and access in Active Directory.

Soft Skills:

• Exceptional verbal and written communication skills paired with an empathetic, customer-first mindset.
• Strong analytical skills with a systematic approach to problem-solving.
• Ability to remain calm, prioritize effectively, and perform under pressure in a fast-paced environment.
• A proactive, collaborative teammate who can also work independently when required.