Technical Support Lead (TSL0126)

job description

Company Description
Valinno delivers innovative, cost‑effective, and sustainable software solutions for the retail and hospitality industries in Nigeria and beyond. With over 4,000 deployments, Valinno is a leading solutions provider for SMEs, focused on reliability, customer success, and continuous improvement.

Role Summary
You will lead and supervise the technical support team that assists Valinno’s customers in troubleshooting and resolving software and hardware issues. This role combines hands‑on technical work with people management, process ownership, and client communication to ensure timely, professional support and high customer satisfaction. The position operates on a five‑day workweek, Monday–Sunday (rotational shifts as required).

Key Responsibilities

• Lead and mentor the technical support team; assign tickets and monitor performance.
• Provide second‑level escalation support and step in for complex issues when required.
• Oversee first‑level support workflows for phone, email, and help‑desk ticket channels.
• Ensure SLA compliance by tracking, monitoring, and resolving incidents within agreed service levels.
• Coordinate escalations to senior analysts, third‑party vendors, and application providers.
• Perform technical investigations to determine root causes and communicate resolutions to clients.
• Manage deployments and prepare computer workstations for client locations.
• Supervise hardware repairs and coordinate warranty or vendor repairs.
• Oversee installation and configuration of printers and accessories; investigate network connectivity issues and escalate when necessary.
• Maintain and update the Client Information Database and build knowledge base documentation.
• Provide training and advice to end users on proper configuration and use of hardware and software.
• Deliver regular client updates in line with Service Level Agreements.

Qualifications and Experience

• Education: Higher National Diploma (HND) or BSc in a related field.
• Experience: Minimum 5 years in technical support, with at least 2 years proven as a supervisor or team lead.
• Technical skills: Proven experience in troubleshooting software applications, desktop hardware, printers, and basic network connectivity.
• Soft skills: Effective communication; strong organizational, problem‑solving, and analytical abilities; ability to multitask and work well in a team.
• Location requirement: Must reliably commute to Ikeja.

Working Conditions and Notes

• Work schedule: Five working days per week scheduled within Monday–Sunday; shift patterns may apply.
• Salary: Stated amount is gross.
• Job Types: Full‑time, Permanent.

How to Apply

Prepare a CV highlighting relevant technical support and supervisory experience and a brief cover letter describing your fit for the role. Submit your application and shortlisted candidates will be contacted for interviews.

Job Types: Full-time, Permanent