IT Service Support

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}; Homepage Engineering & Technology IT & Telecoms Abuja Full Time IT Service Support IT Service Support Bee Tree Techies Limited Engineering & Technology 1 month ago Easy apply Abuja Full Time IT & Telecoms Confidential Share link Share on WhatsApp Share on LinkedIn Share on Facebook Share on Twitter Share via SMS Job summary The IT Service Support Professional is responsible for delivering first and second level technical support within a Managed Service Desk environment. The role focuses on ensuring reliable IT service delivery through effective incident resolution, problem investigation, change management coordination, configuration management, and support for network and system infrastructure. The position ensures adherence to IT service management best practices, particularly those aligned with ITIL frameworks, while maintaining high service availability and user satisfaction. Min Qualification: Degree Experience Level: Mid level Experience Length: 3 years Job descriptions & requirements Responsibilities: Incident Management and Service Support: Serves as a primary point of contact for end users requiring technical assistance. Receiving, logging, categorizing, and prioritizing incidents and service requests through the service management platform. Ensures timely diagnosis and resolution of incidents affecting end-user devices, applications, and enterprise systems. Where immediate resolution is not possible, the role ensures proper escalation to the appropriate support teams while maintaining communication with stakeholders and tracking incidents to closure in accordance with service level agreements. Problem Management and Root Cause Analysis: Participates in problem management processes to identify underlying causes of recurring incidents. Conducting technical investigations, analyzing system logs and performance data, documenting findings, and implementing permanent solutions or workarounds. Contributes to the development and maintenance of a knowledge base that improves incident resolution efficiency and reduces repeat occurrences. Change Management Support: Supports the change management lifecycle by assisting in the planning, testing, documentation, and implementation of approved changes to IT systems and infrastructure. Ensures that changes are implemented in accordance with established change control procedures, minimizing service disruption and ensuring proper communication with affected users and stakeholders. Configuration Management: Assists with maintaining accurate records of IT assets and configuration items within the Configuration Management Database (CMDB). Ensures that system configurations, hardware assets, software versions, and network components are properly documented and updated following changes or deployments. This supports effective impact analysis and service restoration activities. Network and Systems Support: Provides operational support for enterprise network and system infrastructure, including troubleshooting connectivity issues, supporting server and workstation environments, and ensuring the availability of core IT services. Works closely with infrastructure teams to monitor system performance, identify potential service degradation, and implement corrective measures. Service Monitoring and Performance Improvement: Monitors system alerts, service desk dashboards, and operational reports to ensure proactive identification of service disruptions. Contributes to continuous service improvement initiatives by identifying trends, recommending improvements to processes, and enhancing service delivery performance. Requirements: A bachelor’s degree in Information Technology, Computer Science, Engineering or a related discipline is required. Equivalent professional experience in IT service support within a managed service environment may also be considered. Professional Experience: The candidate should possess a minimum of two years of experience in IT service desk or technical support roles within a managed services or enterprise IT environment. Experience handling incident management, problem resolution, change control processes, and configuration management activities is essential. Practical exposure to network and system troubleshooting in Windows or mixed enterprise environments is expected. Technical Skills: Strong knowledge of IT service management processes, particularly incident, problem, change, and configuration management. Proficiency in service desk platforms such as ServiceNow or similar ITSM tools is highly desirable. The candidate should have experience supporting Windows server and desktop environments and enterprise networking fundamentals, including TCP/IP, DNS, DHCP, and VPN connectivity, as well as familiarity with system monitoring tools and remote support technologies. Certifications (Preferred): Industry certifications such as ITIL 4 practice, ISO 20000 Standard, ServiceNow knowledge, and other relevant infrastructure certifications are considered an advantage. Key Competencies: The ideal candidate demonstrates strong analytical