• Application Deadline: Tue, 13 Feb 2024 00:00:00 GMT
• Position: Network Support Engineer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience


• Location Lagos


• Job Field ICT / Computer 
  

Purpose of the Job (Brief)

• Provide first-level off-site technical support for all ipNX services, including Voice, Data connectivity, Internet services, Wimax services, etc. Consistently deliver a high level of excellent customer service and support, ensuring customer satisfaction.

Key Responsibilities (Deliverables)

• Incident Management (First Call Resolution)


• Manage service request life-cycle: receive, log, and take ownership of all general service requests, progressing to resolution.


• Respond to faults, providing timely, complete, and accurate resolution to customer inquiries via email, phone, or web calls.


• Monitor and escalate based on SLAs, coordinating with other teams as necessary to resolve customer issues within contracted SLAs.


• Proactively monitor all ipNX-owned and installed network elements in corporate customers’ premises.


• Ensure prompt response to inbound calls and emails.


• Follow up on unresolved complaints/open tickets to closure.


• Timely escalation/feedback to relevant units.


• Liaise with clients on updates of progress on service requests and incidents reports.


• Prepare technical reports.


• Produce periodic error-free service reports.


• Generate outage, fault, and utilization reports, along with cause analysis/reason for outage reports.

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, and in-depth knowledge of IP Networks.


• Excellent business communication skills, both verbal and written.


• Work Experience:


• Hands-on experience with 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.


• Excellent customer interface, analytical, and presentation skills