IT Service Desk Engineer

This is a fully remote position, open to applicants in Nigeria.

📋 Description

• Diagnose and resolve issues with Windows devices, Microsoft 365, network infrastructure, and VoIP systems.

• Engage with clients to establish rapport, manage their expectations, and ensure successful outcomes.

• Oversee and prioritize the ticket management system.

• Manage warm-transfer escalations effectively.

• Develop and enhance knowledge-base documentation.

• Act as a liaison between clients and vendors to facilitate incident resolution.

• Contribute to weekly meetings and participate in team-led training sessions.

• Maintain a high standard of accountability, proactive service, and exceptional customer support.

⛳️ Requirements

• Practical experience in troubleshooting, configuring, and managing Microsoft technologies, including Windows Server, Active Directory, and Group Policies.

• Solid background in Microsoft 365, Hyper-V, DNS, and DHCP.

• Understanding of advanced networking concepts.

• Ability to troubleshoot firewalls, switches, and Wi-Fi networks.

• Outstanding customer service abilities, with a knack for building trust and diffusing challenging situations.

• Proven experience in creating comprehensive internal documentation.

• Familiarity with remote access solutions such as Remote Desktop and RemoteApps.

• A strong desire to learn and a collaborative mindset.

🏝️ Benefits

• Access to state-of-the-art tools and valuable documentation.

• Team-led training sessions and opportunities to work with cutting-edge technology.

• Opportunities for professional advancement.

• Support for ongoing professional development and career progression.

• A collaborative environment where employee input and ideas are encouraged.