Dangote Group |
Dangote Group is one of Nigeria’s most diversified business conglomerates with a hard – earned reputation for excellent business practices and products’ quality with its operational headquarters in the bustling metropolis of Lagos, Nigeria in West Africa.
We are recruiting to fill the position below:
Job Title: IT Helpdesk Engineer (ITIL, ITSM Certified)
Location: Lagos
Employment Type: Full Time
Department: Dangote Refinery and Petrochemical
Job Description
We are seeking an experienced IT Helpdesk Engineer with ITIL & ITSM certification to join our IT team.
The successful candidate will provide advanced technical support and assistance to employees.
The ideal candidate will have a strong understanding of ITIL principles, excellent problem-solving skills, and the ability to resolve complex technical issues efficiently.
Responsibilities
Provide advanced technical support for hardware, software, and network issues
Respond to and resolve complex helpdesk tickets in a timely and professional manner
Utilize ITIL principles to identify, analyse, and resolve technical issues
Collaborate with senior IT staff to resolve critical technical issues
Develop and maintain knowledgebase articles to improve technical support
Provide training and guidance to junior helpdesk staff
Develop and maintain technical documentation
Ensure compliance with ITIL processes and procedures
Requirements
Bachelor’s degree (BSc/BE) in computer science, Information Technology or any related field
Relevant CCNP and CompTIA certifications
Minimum 3-4 years of experience in IT support or network administration
Strong understanding of network infrastructure and protocols (TCP/IP, DNS, DHCP)
Network Infrastructure: Routers, Switches, Firewalls, Wi-Fi
Network Protocols: TCP/IP, DNS, DHCP, BGP, OSPF
Network Security: Firewalls, VPNs, Access Controls, IDS/IPS
Network Management: Cisco IOS, Cisco Prime, SolarWinds Operating Systems: Windows, Linux, macOS
Experience with Microsoft fabric technologies such as Service Fabric, AKS, or Azure Functions
Familiarity with IT service management tools and software
Key Performance Indicators (KPIs):
First Call Resolution (FCR) Rate
Average resolution time
Total number of tickets handled within a specific period.
Customer Satisfaction Score (CSAT)
Average ticket response Time
Average time taken to respond to a new ticket after it is submitted.
Resolution SLA Compliance
System Uptime
Average Handle Time (AHT)
Soft Skills:
Excellent problem-solving and analytical skills
Ability to work in a fast-paced environment and prioritize tasks effectively
Strong communication and interpersonal skills
Nice to Have:
Experience with cloud computing platforms (AWS, Azure, Google Cloud)
Knowledge of scripting languages (Python, PowerShell, etc.)
Certification in CompTIA A+, Network+, or Security+
Experience with IT project management
Benefits
Private Health Insurance
Paid Time Off
Training & Development
Bus transportation
Coop society
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online