IT Helpdesk Engineer (ITIL, ITSM Certified) at 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

How to Apply
Interested and qualified candidates should:
Click here to apply online