Urgent! IT Incident & Technical Support Engineer Position in Dakar - Confidential
The IT Incident & Technical Support Engineer (Level 2) is responsible for orchestrating the global incident management lifecycle while delivering advanced technical administration services to end users.
This dual-capacity role ensures rapid restoration of critical services through end-to-end incident coordination and elevates user productivity by performing Level 2 support tasks—spanning provisioning, configuration, and troubleshooting—aligned with ITIL best practices and global standards.
Key Responsibilities
Incident Management
•Lead and execute the end-to-end incident management process for high-severity and major incidents, ensuring SLAs are met and business continuity is maintained.
• Coordinate multi-disciplinary response teams—spanning infrastructure, applications, security, and third-party vendors—to rapidly triage, resolve, and document incidents.
• Manage stakeholder communications, providing clear, timely, and audience-appropriate incident updates to regional IT leadership and business sponsors.
• Partner with Problem Management to perform root-cause analyses, identify systemic risks, and implement corrective action plans that reduce repeat incidents.
• Continuously refine incident workflows, playbooks, and escalation matrices to optimize responsiveness and operational resilience.
Level 2 Technical Support & Administration
• Serve as the escalation point for Level 1 support, resolving complex end-user issues related to hardware, software, network connectivity, and remote access.
• Provision and deprovision user accounts, mailboxes, security groups, and application entitlements via Active Directory, Microsoft 365 Admin Center, and identity management platforms.
• Install, upgrade, and troubleshoot business applications and peripherals, ensuring compatibility, security, and adherence to corporate standards.
• Execute password resets, permission audits, and group policy updates in accordance with security policies and compliance requirements.
• Serve as the escalation point to Level 3 specialists for the deployment, configuration, and maintenance of endpoint hardware and mobile devices—ensuring tasks such as OS imaging, patch management, and asset lifecycle tracking via MDM/Intune are executed by the appropriate technical experts.
• Escalate complex business application and peripheral installations, upgrades, and troubleshooting to Level 3 support, guaranteeing that compatibility, security, and corporate standards are upheld by dedicated senior engineers and field office IT professionals.
Collaboration & Continuous Improvement
• Mentor and guide field office IT staff on global support processes, fostering consistent service delivery and technical excellence.
• Develop and maintain comprehensive knowledge articles, standard operating procedures, and technical runbooks to accelerate incident resolution and promote self-service.
• Analyze incident and ticket metrics to identify trends, drive service optimizations, and report on SLA compliance and user satisfaction.
• Support deployment of monitoring and alerting solutions, integrating proactive notifications into the incident management framework.
Job requirements
• Bachelor’s or Master’s degree in Computer Science, Engineering, or related field.
• Fluent in English and French, with excellent oral and written communication skills in both languages.
• Requires experience and in-depth knowledge of business operations and systems requirements processes.
• ITIL Foundation certification (mandatory); advanced ITSM, Problem Management, and Change Management exposure preferred.
• Expertise in Windows OS, Microsoft 365 (Exchange, Teams, SharePoint), Active Directory, and endpoint management tools (Intune/SCCM).
• Proficient in network troubleshooting (VPN, LAN/WAN), remote desktop technologies, and basic scripting/automation (PowerShell).
• Exceptional stakeholder engagement skills, with the ability to translate technical details into executive-level insights.
• Customer-first orientation and analytical mindset, balancing business impact with technical urgency.
Applicant types accepted: Local applicants only
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Unlock Your IT Incident Potential: Insight & Career Growth Guide
Real-time IT Incident Jobs Trends in Dakar, Senegal (Graphical Representation)
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for IT Incident in Dakar, Senegal using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 14 jobs in Senegal and 13 jobs in Dakar. This comprehensive analysis highlights market share and opportunities for professionals in IT Incident roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! Confidential is currently hiring and seeking a IT Incident & Technical Support Engineer to join their team. Feel free to download the job details.
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An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Confidential adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a IT Incident & Technical Support Engineer Jobs Senegal varies, but the pay scale is rated "Standard" in Dakar. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for IT Incident & Technical Support Engineer typically include Computer Occupations and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
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Here are some tips to help you prepare for and ace your job interview:
Before the Interview:To prepare for your IT Incident & Technical Support Engineer interview at Confidential, research the company, understand the job requirements, and practice common interview questions.
Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Confidential's products or services and be prepared to discuss how you can contribute to their success.
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