Telecom Retail Technical Centre Engineer at IpNX Nigeria Limited

Main Responsibilities

• Provide first level off-site technical support for all ipNX services, including Internet service, Voice, Connected Home, and Office.
• Ensure a high level of excellent customer service and support to maintain customer satisfaction.
• Manage the service request life-cycle, including receiving, logging, and taking ownership of general service requests and progressing to resolution.
• Receive, log, and take ownership of all faults and respond to Operations & Maintenance Lead Retail TAC Engineer to provide timely, complete, and accurate resolution to customer inquiries via email, phone, or web calls.
• Monitor and escalate issues 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 initial call assessment, resolution (if possible), or escalate to the appropriate technical group.
• Identify, document, and alert the supervisor of trends in customer calls.
• Ensure daily updates of all complaints not closed (open tickets) by following up with persons, units, and organizations responsible.
• Produce periodic error-free service reports to inform management and external clients of service levels achieved and areas requiring service improvement.
• Prepare daily incidence summary reports.
• Prepare monthly availability reports for customers.
• Generate outage, fault, and utilization reports, as well as cause analysis and reason for outage reports.

Educational Qualifications & Functional Skills

• B.Sc / B.Eng in Computer Science, Computer Engineering, or Electrical Electronics Engineering (minimum of 2.2 / Upper Credit).
• CCNA and CCNP certifications (Desired).
• Strong telecommunications and IP design skills, with in-depth knowledge of IP Networks.
• Excellent business communication skills, both verbal and written.

Work Experience:

• Hands-on experience with IP Routing, UTM, VPN, and Home-Networking is a must.
• Knowledge and experience with network security are desirable.
• The candidate must possess excellent customer interface, analytical, and presentation skills.