ipNX Technical Support Engineer (i-TAC Engineer) at IpNX Nigeria Limited

Job ID: 22
Location: Lagos
Department: Service Assurance
Function: Technical Support
Reporting to: Service Assurance Manager
Work Schedule: Shift
Travel Frequency:  Seldom

Purpose of the Job

• Provide first level off-site technical support for all ipNX services: Voice, Data connectivity, Internet services, WiMAX services etc.
• To consistently provide a high level of excellent customer service and support ensuring customers satisfaction. 

Expected Key Results (Detailed KPIs):

• Incident Management (First Call Resolution)​​​
• Prompt Response to inbound calls and emails
• Follow up on unresolved complaint/ open tickets to closure
• Timely Escalation/feedback to relevant units.
• Preparing Technical Reports

Educational Qualifications & Functional Skills

• (B.Sc/B.Eng) Computer Science/Computer Engineering /Electrical-Electronics engineEngineering
• CCNA, CCNP (Desired)
• Strong telecommunications, IP design skills, & in-depth knowledge of IP Network.
• Excellent business communication skills both verbal and written.
• Work Experience:
• A hands-on experience with the following is a must: IP Routing, MPLS, QOS, VPN.
• Knowledge and experience with network security (IPSec Firewalls) are desirable.
• Experience with Wireless Point-to-Point and Point-to-Multipoint technologies is desirable
• Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations

Other Requirements:

• Customer Focus
• Tech savvy
• Action orientation
• Drive results
• Cultivate Innovation
• Ability to optimize work processes
• Resilience
• Self Development
• Nimble Learning