At GIGL we pride ourselves as being Africa’s Leading Logistics Company. Founded in 2012, we belong to a distinguished class of logistics companies with a clear defined market path across Africa.

We are expanding rapidly with scores of local branches in Nigeria, Ghana, and the United States of America, and we are seeking dedicated Experience Center Agents to help us keep growing. If you believe you have what it takes to build a World Class Organization and ready to work at it. We want you!

Job summary

The IT Support Engineer is responsible for providing technical support for a full range of business technology, including computer systems (hardware and software), network infrastructure, telecommunications circuits, mobile devices, telephone systems, and audio-visual equipment. S/he must be able to independently assess a reported problem or failure using diagnostic methods and tools, determine the likely cause and take appropriate action to resolve the problem in a timely manner. Often collaborating with other resources (both internal and external), the IT Support Engineer must understand system interdependencies and avoid unintentional interruption of services during troubleshooting and problem resolution.

The IT Support Engineer (2nd Level Support) reports to the IT Infrastructure Lead who has overall responsibility for the service desk and overall IT Infrastructure and  services.

Job Description

·       Maintains work schedule and responsible for Installing and configuring computer hardware, software, systems, networks, printers, and scanners

·       Provides adequate monitoring and maintenance of computer systems and networks

·       Responds in a timely manner to service issues and requests

·       Provides technical support across the company (this may be in person or over the phone)

·       Sets up accounts for new users

·       Repairs and replaces equipment as necessary

·       Tests new technology

·       Maintains full ownership of Help-Desk ticket through its lifecycle and Incident Management process. Ensuring all elements of the process, including Major Incident Management  are implemented and operationally managed.

·       Maintains the Asset Management System and Devices Log.

·       Maintains various Policy and Procedure documents.

·       Provides first call resolution or triage for all calls.

·       Provides reports to an agreed schedule (or on request), including management summary, KPIs and detailed work reports.

·       Ensures updates to the Knowledge Base (KB) with all troubleshooting performed and, if applicable, the resolution are made.

·       Utilizes the KB and other support documentation to identify, isolate, diagnose and resolve end users technical problems and provide information and status as requested.

·       Completes initial diagnosis and progress all issues in a timely fashion to meet customer SLAs, resolving the incidents wherever possible.

·       Escalates tickets to the appropriate Specialists/Technicians if required.

·       Forward tickets/requests to 3rd party suppliers where necessary and manage progress of these through to closure.

·       Monitors Risks, Issues, Action Logs and Dependencies.

·       Manages service desk mailbox and Email System.

·       Manages technician performance on a monthly basis with focus on adherence to SLA achievement, customer focus, proactive problem solving and incident avoidance, expected telephony occupancy.

·       Schedules engineers to conduct incident activity.

·       Works with engineers to resolve incidents.

Job Type: On-site (Full-time)
Remuneration- N120,000-150,000
Job Location: Gbagada, Lagos State.