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  • Posted: Jul 10, 2019
    Deadline: Not specified
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    Built from the ground up for high-speed broadband IP communications, Netcom Africa Limited has been the leading ICT provider of corporate tailored solutions in western Africa since 2004. Our communications product suite is best in class using the latest generation technologies in communications and supported 24/7 by some of the most experienced customer s...
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    IT Outsourcing Supervisor

    Location: Victoria Island, Lagos

    Purpose

    • Responsible for maintaining integrity, operational suitability and relationships of all assigned sites.
    • As an extension of the IT manager, acting as a liaison, bridging/facilitating communication and understanding between the client and Netcom Service Assurance & Delivery team. Understanding the clients business and therefore IT needs and coordinating the process of delivery of IT solutions to the client.

    Key Duties & Responsibilities

    • Coordinate the activities of  onsite IT Staff at the client’s site, work scheduling, project monitoring, reporting etc
    • Liaise with the IT staff at Netcom’s HQ to translate clients needs as well as leverage on Netcom back office support on resolving issues.
    • Liaise with the Management at client’s site as  technical lead and relationship manager IT communications between ITO client & Netcom
    • Liaise with the account manager to manage and or coordinate commercial Issues.
    • Manage the Open Ticket Queue for outstanding issues and liaise with Netcom Support to track open items.
    • Provide IT support when necessary for users at client’s site.
    • Provide reports to clients for tracking of consumables, etc.
    • Provide weekly, monthly and ad hoc reports as prescribed GM Operations
    • Escalate to third-party vendors for IT support if required, i.e. Polycom, Printing, etc.
    • Interact with the Site’s staff, in particular Head’s of Department, to establish a working relationship and ensure the problem resolution.
    • Work with the Netcom IT team to further advance the IT environment at the client’s site.
    • Resolve issues that may occur outside of office hours, e.g  MD & CEO support
    • Adhere to Netcom procedures and enforce such procedures at the client’s site.
    • Ensure complete compliance with Netcom internal policy and TL9000 quality standards
    • Provide insight & suggestions of the environment at the client’s site.

    Essential Skills/Knowledge

    • Advanced knowledge of Windows Server Administration, IT/Desktop troubleshooting, Financial Application – like Navision, ERP, CRM, etc.
    • Considerable knowledge of IP Network, LAN management and Troubleshooting, Microwave/Radio Management, VOIP on Avaya, Cisco or Lifesize platform
    • Emails with Exchange Server – both local and hosted via hosted exchange.
    • Cloud computing  and hosting of IT services – Domain, Web Services, emails, Storage, off-site backup and recovery
    • Advanced communication and relationship management skills
    • People management and team working skills.

    Desirable Skills/Knowledge:

    • Scripting and programming skills
    • UNIX/LINUX/SunSolaris advanced knowledge
    • Database administration

    Education and/or Professional Qualifications:

    • A preferred degree in the following area   - Elect Elect Eng, Computer Eng, Computer Science, Physics, Mathematics and other core sciences with a strong basis for ICT
    • Mandatory 5 – 8 years experience, with at least 3 years in the same role supervising staff and coordinating activities for delivery IT support and Solutions

    Method of Application

    Interested and qualified? Go to Netcom Africa on netcomafrica.odoo.com to apply

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