IT Service Desk Engineer – Nigeria

My IT Crew; United States; Remote; USD 14,000 - 17,000; Full time

Job summary

My IT Crew is seeking an IT support specialist to troubleshoot Windows devices, Microsoft 365, network infrastructure, and VoIP systems for clients, owning frontline support and incident resolution.

You will manage client communications, prioritize tickets, document knowledge base, and coordinate with vendors to drive end-to-end resolutions. Participation in weekly team meetings and ongoing trainings is expected.

Qualifications

• Hands-on troubleshooting across Microsoft technologies (Windows Server, AD, GP) and networking basics.
• Strong customer service skills and ability to document processes clearly.
• Experience creating internal docs and knowledge bases for teammates.

Responsibilities

• Serve as the go-to expert for clients, troubleshooting Windows devices, Microsoft 365, network infrastructure, and VoIP systems
• Own client communication, build rapport, manage expectations, and ensure positive outcomes
• Manage ticket queue with prioritization and calm handling of escalations
• Contribute to a practical knowledge base and documentation for the team
• Coordinate between clients and vendors to drive end-to-end incident resolution
• Collaborate in weekly team meetings and trainings to drive growth

Skills

Troubleshooting

Customer service

Documentation

Communication

Team collaboration

Tools

Windows Server

Active Directory

Group Policy

Microsoft 365

Hyper-V

DNS

DHCP

Remote Desktop

Job description

About the role

My IT Crew provides IT services with a focus on empowering people and delivering exceptional client experiences. This role owns frontline support, troubleshooting across Microsoft technologies, network basics, and ensuring smooth incident resolution for clients.

What you'll do

• Serve as the go-to expert for clients, troubleshooting Windows devices, Microsoft 365, network infrastructure, and VoIP systems
• Own client communication, build rapport, manage expectations, and ensure positive outcomes
• Manage ticket queue with prioritization and calm handling of escalations
• Contribute to a practical knowledge base and documentation for the team
• Coordinate between clients and vendors to drive end-to-end incident resolution
• Collaborate in weekly team meetings and trainings to drive personal and company growth

What they're looking for

• Hands‑on troubleshooting and management of Microsoft technologies including Windows Server, Active Directory, and Group Policies
• Strong experience with Microsoft 365, Hyper‑V, DNS, and DHCP
• Knowledge of advanced networking, firewalls, switches, and Wi‑Fi troubleshooting
• Excellent customer service and ability to build trust with clients
• Experience creating thorough internal documentation for teammates
• Experience with Remote Access solutions like Remote Desktop and RemoteApps

For applicants in Nigeria

• The listing states Remote (Nigeria) as the location, so Nigeria-based applicants are eligible
• Hours are 9 am to 6 pm EST; confirm time zone expectations before interviewing
• Compensation listed as $10-$12; payroll currency not specified for Nigeria applicants