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Technical Support Engineer

2 months ago

Lagos, Lagos, Nigeria HSSL Systems Integrator Full time

Job Description

  • We are seeking a skilled and experienced Technical Support Engineer to join our dynamic team.
  • The ideal candidate will possess a strong background in providing technical support to end-users, troubleshooting complex IT issues, and implementing solutions to enhance our IT infrastructure.
  • The Technical Support Engineer will play a pivotal role in ensuring the smooth operation of our IT systems.

Responsibilities

  • Provide advanced technical support to end-users via phone, email, remote assistance, and in-person visits.
  • Troubleshoot and resolve complex hardware, software, and network issues in a timely manner to minimize downtime and disruption.
  • Lead IT projects related to system upgrades, migrations, and implementations, ensuring adherence to project timelines and budget constraints.
  • Collaborate with cross-functional teams to identify IT requirements, evaluate technology solutions, and implement best practices to optimize IT operations.
  • Develop and maintain documentation, including user guides, knowledge base articles, and IT policies and procedures.
  • Mentor and train junior IT support staff, providing guidance on technical skills development and customer service excellence.
  • Proactively monitor IT systems, networks, and security to identify and address potential vulnerabilities and performance issues.
  • Manage vendor relationships and procurement processes for IT hardware, software, and services, ensuring cost-effectiveness and compliance with organizational standards.
  • Participate in on-call rotations and provide after-hours support as needed to address critical IT issues and emergencies.
  • Stay current with industry trends, emerging technologies, and best practices in IT support and service management.

Requirements

  • Bachelor's Degree in Information Technology, Computer Science, or related field; or equivalent work experience.
  • Minimum of 5 years of experience in IT support roles, with a focus on providing technical support in a corporate environment.
  • Strong knowledge of Windows and macOS operating systems, as well as Microsoft Office 365 suite.
  • Proficiency in troubleshooting hardware, software, and network issues, including TCP/IP, DNS, DHCP, and VPN technologies.
  • Experience with Active Directory, Group Policy, and other directory services and authentication mechanisms.
  • Familiarity with ITIL framework and IT service management concepts.
  • Excellent communication and interpersonal skills, with the ability to interact professionally with end-users at all levels of the organization.
  • Proven leadership abilities, with experience leading IT projects and mentoring junior team members.
  • Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional MCP are desirable.
  • Ability to prioritize tasks effectively, work independently, and adapt to changing priorities in a fast-paced environment.