Salary: ₦250,000 Monthly (Net)
Reports To: Field Operations Manager
Position Summary
The Field Coordinator is responsible for managing the full lifecycle of service tickets to ensure timely, efficient, and accurate field operations. This role involves receiving, analyzing, prioritizing, and assigning tickets to field engineers, providing technical support, monitoring progress, ensuring SLA compliance, and reporting outcomes to relevant stakeholders. The ideal candidate must possess excellent coordination skills, strong technical understanding, and the ability to thrive in a fast-paced ISP environment.
Key Responsibilities
Ticket Management (Receive, Analyze & Assign)
- Monitor and receive incoming service tickets via the Customer Care Management (CCM) system.
- Acknowledge receipt and ensure clarity of all ticket details.
- Analyze issues based on severity, urgency, customer category, and required expertise.
- Categorize and prioritize tickets according to internal SLA criteria.
- Assign tickets to appropriate field engineers based on skillset, proximity, and workload.
- Communicate assignment details clearly and promptly.
Engineer Coordination & Follow-Up
- Maintain consistent communication with field engineers on ticket progress.
- Track ETA (Expected Time of Arrival) and ensure adherence to service completion timelines.
- Identify operational delays and provide immediate corrective direction.
- Ensure field engineers follow company procedures, safety standards, and documentation guidelines.
Technical Support
- Provide guidance and first-line technical assistance to field engineers to accelerate issue resolution.
- Act as escalation point for unresolved or complex technical challenges.
- Liaise with NOC, technical teams, or other departments when additional support is required.
Reporting & Documentation
- Receive detailed service completion reports from field engineers.
- Validate reports for accuracy, completeness, and compliance with company standards.
- Update ticket status, logs, and technical notes in the ticketing system.
- Maintain detailed electronic records of activities, resolutions, and timelines.
Communication with Stakeholders
- Forward completed and validated reports to concerned departments (Billing, NOC, Sales, Customer Service, etc.).
- Escalate recurring issues or patterns that may indicate wider technical concerns.
- Ensure timely communication of service outcomes to internal teams.
Requirements & Qualifications
- BSc/HND in Computer Engineering, Telecommunications, or related technical field.
- 3–5 years experience in telecommunication field operations or similar ISP role.
- Strong knowledge of RF, WLAN, LAN, and general networking principles.
- CCNA certification is an added advantage.
- Excellent communication skills (written & verbal).
- Strong analytical and decision-making skills, especially under pressure.
- Ability to work in a fast-paced, high-pressure technical environment.
- Able to work independently while maintaining strong teamwork orientation.
- Proficient in documentation, ticketing systems, and Microsoft Office tools.
Work Environment
- Office-based coordination role.
- Frequent interaction with field engineers, NOC, technical teams, customer service, and other departments.
- Requires constant communication and real-time monitoring of field activities.
Benefits
- Competitive monthly salary of ₦250,000 (Net).
- HMO/Medical insurance.
- Pension and statutory benefits.
- Paid annual leave and public holidays.
- Professional development and potential certification sponsorship.
- Opportunity to work with leading ISP technologies and nationwide operations.
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