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Network Support Engineer at ipNX Nigeria Limited

Posted on Mon 22nd May, 2023 - hotnigerianjobs.com --- (0 comments)


ipNX is one of Nigeria’s fastest growing Information and Communications Technology companies, serving a multitude of needs across enterprises, small businesses and residents with innovative, world-class services.

We are recruiting to fill the position below:

Job Title: Network Support Engineer

Location: Lagos
Employment Type: Full-time
Job Grade: Permanent
Division: Business
Function: Technical Support
Travel Frequency: Seldom
Work Schedule: 9am-5pm
Department: Enterprise Service Management
Reporting to: Team Lead, Enterprise Service Management

Purpose of the Job (Brief)

  • Provide first level off-site technical support for all ipNX services: Voice, Data connectivity, Internet services, Wimax services etc. To consistently provide a high level of excellent customer service and support, ensuring customer satisfaction.

Deliverables (Maximum 5 - 6 Key Responsibilities)
Expected Key Results (Detailed KPIs):
Key Activities:

  • Incident Management (First Call Resolution)
  • Manage Service request life-cycle: receive, log and take ownership of all general Service Requests and progress to resolution.
  • Receive, log and take ownership of all faults.
  • Respond to and provide timely, complete and accurate resolution to customer inquiries via email, phone or web calls.
  • Monitor and escalate based on SLAs, coordinate with other teams as may be necessary to resolve customer issues within the contracted SLAs.
  • Proactively monitor all ipNX owned & installed network elements in corporate customers’ premises.
  • Prompt Response to inbound calls and emails.
  • Ensure initial call assessment, resolution (if possible) or escalate to the appropriate technical group.
  • Identify, document and alert supervisor of trends in customer calls.
  • Follow up on unresolved complaint/ open tickets to closure.
  • Ensure daily updates of all complaints not closed (open tickets) by following up with person(s), units and organizations responsible.
  • Timely Escalation/feedback to relevant units.
  • Liaise with clients on updates of progress on Service
  • Requests and Incidents reports ensuring they are kept up to date.
  • Dissemination of information regarding network faulty condition, causes, planned outage period for repair/preventive maintenance.
  • Preparing Technical Reports.
  • Produce periodic error-free service reports in order to inform both management and external clients of service levels achieved and areas of service improvement required.
  • Prepare daily incidence summary reports.
  • Prepare monthly availability reports for customers.
  • Generate outage, fault and utilization reports as well as cause analysis/ reason for outage reports.

Demonstrate (Key Competencies)
Educational Qualifications & Functional Skills:

  • B.Sc / B.Eng in Computer Science / Computer Engineering / Electrical-Electronics Engineering (2.2 / Upper Credit at minimum).
  • CCNA , CCNP (Desired)
  • Strong telecommunications, IP design skills, & in-depth knowledge of IP Network.
  • Excellent business communication skills both verbal and written.

Work Experience:

  • A hands on experience with the following is a must: IP Routing, MPLS, QOS, VPN.
  • Knowledge and experience with network security (IPSec Firewalls) is desirable.
  • Experience with Wireless Point-to-Point and Point-to-Multipoint technologies is desirable.
  • Candidate must possess excellent customer interface, analytical and presentation skills and be

Other Requirements:

  • Customer Focus
  • Tech savvy
  • Action orientation
  • Drive results
  • Cultivate Innovation
  • Ability to optimize work processes
  • Resilience
  • Self Development able to influence internal and external organizations.
  • Nimble Learning

Impact of position:
Impact on customers (Please select one of the options below):

  • Type of customers
  • Mainly Internal Mainly External Internal & External ü

Approvals:

  • Reporting Manager Functional Head HR

Application Closing Date
25th May, 2023.

Method of Application
Interested and qualified candidates should:
Click here to apply online


  

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