Interdecima is a leading provider of IT security and networking services in Nigeria. We are dedicated to helping our customers find and implement perfect IT solutions to the best quality standards.
Role Purpose
The IT 1st Line Support Engineer is the first point of contact for all IT-related incidents and service requests. The role is responsible for providing efficient, customer-focused technical support, resolving issues at first contact where possible, and escalating more complex problems to 2nd or 3rd line teams when required.
This position plays a key role in ensuring minimal disruption to business operations through timely troubleshooting, clear communication, and excellent service delivery.
Key Responsibilities
Service Desk & Support
- Act as the first point of contact for IT support via phone, email, chat, or ticketing system
- Log, categorize, and prioritize incidents and requests accurately
- Provide first-line diagnosis and resolution of technical issues
- Deliver remote and desk-side support as required
- Escalate unresolved issues following defined procedures
Technical Support
- Troubleshoot hardware, software, and network issues
- Support desktops, laptops, mobile devices, and peripherals
- Assist with password resets, account unlocks, and access requests
- Install, configure, and maintain standard applications
- Support Microsoft 365/Google Workspace and collaboration tools
- Assist with onboarding/offboarding setup (user accounts, devices, permissions)
Customer Service
- Provide clear communication and updates to users
- Maintain high levels of customer satisfaction
- Follow SLAs and response targets
- Produce user-friendly documentation and knowledge base articles
Maintenance & Administration
- Perform routine system checks and maintenance tasks
- Manage asset tracking and inventory
- Assist with IT projects and rollouts
- Maintain accurate records within the ticketing system
Technical Skills & Experience
Essential
- 1+ year experience in an IT Service Desk or technical support role
- Knowledge of:
- Windows 10/11 and macOS
- Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
- Active Directory / Entra ID (user & group management)
- Basic networking (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting)
- Hardware troubleshooting
- Experience using ITSM/ticketing tools
- Strong problem-solving skills
Desirable
- ITIL Foundation knowledge
- Experience with remote support tools
- Exposure to endpoint management tools (Intune/SCCM/Jamf)
- Basic scripting or automation knowledge
- Cybersecurity awareness
Soft Skills & Competencies
- Excellent communication skills (verbal and written)
- Strong customer service mindset
- Ability to explain technical issues to non-technical users
- Good time management and prioritization
- Team player with a proactive attitude
- Calm under pressure
- Attention to detail
Method of Application
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