Network Support Engineer at ipNX Nigeria Limited

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