IT Service Desk Engineer

About the role

Vennote Technologies is looking for a customer‑centric IT Service Desk Engineer to be the first point of contact for all IT incidents and service requests for a telecommunications client. You will ensure minimal business disruption by delivering prompt, professional support in line with ITIL best practices and SLA commitments.

Key responsibilities

• Log, categorize, prioritize and resolve incidents via phone, email, chat or ITSM tools, aiming for first‑call resolution of hardware, software, network and mobile/telephony issues.
• Escalate complex tickets to 2nd/3rd‑line teams following defined workflows.
• Provide hands‑on and remote support for Windows OS, Microsoft 365 and proprietary telecom applications.
• Manage user account lifecycles, password resets and permissions in Active Directory.
• Maintain and update Knowledge Base articles and SOPs.
• Monitor SLA performance and generate regular service desk reports.

Required profile

• Bachelor’s degree or HND in Computer Science, IT, Electrical Engineering or related field.
• 3–4+ years of experience in an IT Service Desk, Help Desk or end‑user support role, preferably in a telecommunications or large‑scale enterprise environment.
• Relevant certifications such as ITIL v4 Foundation, CompTIA A+ or Microsoft Certified Professional are highly valued.

Required skills

• Strong troubleshooting expertise in Windows 11 environments.
• Proficiency with Microsoft 365 suite (Outlook, Teams, SharePoint).
• Experience using ITSM ticketing tools like ServiceNow or Jira Service Management.
• Solid understanding of networking fundamentals (TCP/IP, DHCP, DNS).
• Hands‑on experience managing accounts and permissions in Active Directory.