Service Desk & Proactive 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.

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: Service Desk & Proactive Engineer

Location: Lagos
Employment Type: Full-time

Job Summary

• Provide first level off-site technical support and resolution for all ipNX services: Voice, Data connectivity, Internet services, services 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 incident request and faults and progress to resolution. Respond to and provide timely, complete and accurate resolution to customer inquiries via email, phone or web calls.
• Resolve first-level fault-type within 10mins and/or escalate where applicable.
• Monitor and escalate based on SLAs, coordinate with other teams as may be necessary to resolve customer issues within the contracted SLAs.
• 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.
• Prepare monthly availability reports and reconciliation for customers.
• Generate outage, fault and utilization reports as well as cause analysis/ reason for outage reports.
• Prepare RCA (Root cause analysis) and RFO (Reason for outage) reports for customers.
• Identify problem incident based defined SOP.
• Track to closure identified problem incidents based on defined SOP (Standard Operating Procedure).
• Track internal changes from service partners and internal network operation teams based on defined SOP.
• Initiate and manage change control as required.
• Proactively monitor all ipNX owned & installed network elements in corporate customers’ premises.
• Analyze link usage trends: including uptime, downtime, and bandwidth utilization.
• Onboard new services on the Network management and service Management tools.
• Update changes to links on monitoring tools.

Requirements

• B.Sc / B.Eng Computer Science/Computer Engineering /Electrical-Electronics engineering (2.2/Upper Credit at minimum).
• CCNA , CCNP (Desired), iTIL (Desired).
• Strong telecommunications, IP design skills, & in-depth knowledge of IP Network.
• Good knowledge Network Monitoring Systems (NMS), Ticketing Systems, Service Management platforms.
• Excellent business communication skills both verbal and written.
• A hands on experience with the following is a must: IP Routing, MPLS, QoS, VPN, VoIP.
• Experience with Wireless Point-to-Point and Point-to-Multipoint technologies is desirable.
• A hands-on experience with network monitoring platforms and Incident management tools.
• Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations.
• 1-5 Years relevant experience.

Salary
N400,000 Monthly.

Application Closing Date
27th April, 2026.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Note: Only shortlisted candidates will be contacted.