First Level Technical Support Personnel 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.

Our ability to identify, satisfy and exceed today’s market needs is a testament to over a decade of experience, our commitment, drive and passion realized through highly skilled and well seasoned professionals.

We are recruiting to fill the position below:

Job Title: First Level Technical Support Personnel

Location: Lagos
Employment Type: Full-time

Job Summary

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

Responsibilities

• Manage Service request life-cycle: receive, log and take ownership of all technical 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 phone 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 customers’ premises.
• Ensure initial call assessment, resolution (if possible) or escalate to the appropriate technical group.
• Identify, document and alert supervisor of trends in customer calls.
• Ensure daily updates of all complaints not closed (open tickets) by following up with person(s), units and organizations responsible.
• 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.
• 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.
• Generate outage, fault and utilization reports as well as cause analysis/ reason for outage reports.

Qualifications / Experience

• B.Sc / B.Eng 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.
• A hands-on experience with the following is a must: IP Routing, Mesh Network, VPN, Access Point.
• Knowledge and experience with network security is desirable.
• Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations.

Salary
N210,000 / month.

Application Closing Date
27th November, 2025.