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.
https://www.hotnigerianjobs.com/hotjobs/528102/network-support-engineer-at-ipnx-nigeria-limited.html