Backend Network Technician at IpNX Nigeria Limited

Purpose of the Job (Brief) :

To provide first-level off-site technical support for all ipNX wire-line infrastructure, including backbone, FTTx, and outside plant, among others. To consistently provide high-quality customer service and support while ensuring customer satisfaction.

Responsibilities:

• Incident Management (First Level Support): Identifies the root-cause of customer issue & advice’s on how to resolve the issue.  Identifies resources needed to solve the issue and estimates the effort required. Receive, log and take ownership of all faults. Respond
• Run on 24*7*365 network monitoring operation.
• Proactively escalate issues to the Infrastructure team for capacity planning and Network optimization
• Ensure daily updates of all complaints not closed (open tickets) by following up with person(s), units and organizations responsible.
•  Liaise with the OSP on updates of progress on link restoration and Incidents reports ensuring they are kept up to date. Dissemination of information regarding corrective maintenance, causes, planned outage period for repair/preventive maintenance.
• Prepare daily incidence summary reports.
• Prepare weekly/monthly link availability reports for Backbone, P2P & FTTx.
• Produce periodic error-free link reports in order to inform both management and our customers of service levels achieved and areas of service improvement required.