As a global leading-edge solutions provider, inq. prides itself in providing innovative, business-relevant services in Edge AI and IoT, Fabric, SDN/NFV for Edge Cloud, Secure Access Services Edge and Elastic Edge.
Our strength lies in the great people we have across the business: Edge expertise and our ability to provide global international best practice methodologies customised to local customs in each of our cities of presence. We are driven to assist our clients in Banking, Oil and Gas industries, FMCG, Mining, Health, Real Estate, IT, Public Sector, Logistics companies in their digital transformation journey.
Headquartered in Mauritius, we were founded in 2013, and we are a Convergence Partners company. We have contact points in 16 African cities, including Johannesburg, Gaborone, Lusaka, Ndola, Blantyre, Lilongwe, Lagos, Abuja, Port Harcourt, Kanu, Abidjan, Yaoundé. Our promise to our clients and stakeholders is to provide simpler, seamless solutions.
We are recruiting to fill the position below:
Job Title: Network Support Specialist
Location: Ikoyi, Lagos
Employment Type: Full-time
Description
- This role is necessary for the role is responsible for supporting the operations of network by always solving issues on client’s circuit on the inq Nigeria network and will also be responsible for the clients’ request for change. The role is an integral part of the network operations team.
- Delivers a full spectrum of customer service support and will be responsible for providing first class 2nd/3rd line support, on-going improvement in customer satisfaction and the increased usage of all in-house and web-based application that will fast track and maintain Quality of service (QOS) as well as Quality of experience (QOE).
- Responsible for informing SM, 3rd partner vendors and team members about network performance andservice availability, primarily deals with both internal and external customers, engineers and the whole technical team
- Focus on identifying opportunities to benefit customers and offer advice and guidance in responding to customer enquiries andsolicit customer feedback to improve service and usenegotiation skills to resolve conflicts.
- Proactively identify network issues prior to the outage which reduces all escalation across the business.
- Ensure customer satisfaction through effective analysis and helping them to resolve issue on their link irrespective of the issue belonging to either Vodacom or customer and exceeding customer’s expectation.
Principal Accountabilities/Objectives
- Be able to communicate about networking issues effectively and in a comprehensible manner both to internal and external customer andpromoting teamwork within the unit
- Integration, decommissioning and configuration VSAT remote on iDirect platforms (ibuilder & imonitor)
- Support of VSAT Hub and troubleshooting of all VSAT related calls logged from Hub to Remotes
- Troubleshooting / managing of all Backhaul and Vodacom managed CE devices
- Support of all 3rd party vendors for both core and access links.
- Support of Field engineers in fault rectification to meet MTTR and SLA
- Configuration and troubleshootingof all Core and Access P2P radios on the network.
- Troubleshooting and configuration of Hauhaun devices on the network.
- Troubleshooting of core and access transmission devices on the network.
- High level IP routing and configuration on core and access devices.
- Level 2 and Level 3 IP network related issues, such as switching, Routing and QOS.
- Troubleshooting of IP/ MPLS connectivity issues on the core and Access network.
- Configuration of IP Network devices (Routers and Switches)
- Re-benchmark outbound/inbound carrier with Satellite provider to ensure optimum performance of the Hub
- Escalating and supporting resolution of incidents that have exceeded MTTR and missed SLA
- Managing own time and productivity effectively to meet service level requirements
- Identifying process improvement opportunities to eliminate manual activities.
Knowledge, Skills, Experience and Competency Requirements
Education:
- Good University Degree / HND in Electrical/Electronic Engineering or related fields
Experience:
- 5+ years of experience working in network operations -ISP with an emphasis on Network and transmission device and 2+ years of experience inter-facing and supporting the customers as well
- Technical certifications such as ITIL, CCNA and CCNP will be an added advantage
Personality requirements:
- Ability to use several monitoring/Ticketing/Reporting platforms e.g., Sage Pastel Evolution, Cacti, Azotel, Nagios, Entuity, Cambridge VNMS, SAF, NEC & Ceragon NMSs.
- Excellent Communications skills, Computer literacy, SLA metrics, multi-tasking ability, Attention to details, good team player, Neatness & good technical foundation, Excellent troubleshooting skills, Excellent customer relation, Clients management skills & must be able to document information appropriately.
Communications and Work Relationships:
- Excellent Communication Skills (Verbal and written)
- Strong facilitation, conflict resolution and investigative skills.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to write reports and procedure manuals.
- Self-disciplined, self-motivated and the ability to organize and prioritize time effectively