Network Specialist at Inq

Principal Accountabilities/Objectives:

• Manage and develop the Network Support team tenhance their technical, troubleshooting, and customer service capabilities.
• Foster teamwork, collaboration, and a customer-centric approach within the team.
• Conduct regular training, evaluations, and mentoring tsupport the professional growth of team members.
• Oversee the day-to-day operations of network support, ensuring prompt resolution of Level 2/3 network issues and maintaining MTTR (Mean Time to Repair) and SLA compliance.
• Identify and monitor key performance metrics timprove service levels and reduce escalation rates.
• Ensure timely and effective incident response, problem-solving, and service restoration for both internal and external stakeholders.
• Manage and support high-level troubleshooting for VSAT, IP routing, transmission devices, and access networks.
• Review and optimize configurations for network infrastructure, including VSAT platforms, IP network devices, P2P radios, and core/access transmission.
• Collaborate with third-party vendors and engineers tensure optimal network performance and resolve complex technical issues.
• Develop and implement best practices for network support processes, focusing on reducing manual tasks and improving operational efficiency.
• Proactively identify potential network issues before they impact service availability and initiate preventive measures.
• Lead initiatives tenhance monitoring tools and reporting platforms tbetter track network performance.
• Act as a primary point of escalation for network issues impacting service delivery, providing timely updates tinternal teams, customers, and senior management.
• Maintain effective communication channels with Manager, Core Networks, thirdparty vendors, and key stakeholders tensure service expectations are met.
• Develop and present reports on network performance, customer feedback, and continuous improvement projects.
• Communications and Work Relationships:
• Excellent Communication Skills (Verbal and written)
• Strong facilitation, conflict resolution and investigative skills.
• Ability tinterpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability tsolve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability twrite reports and procedure manuals.
• Self-disciplined, self-motivated and the ability torganize and prioritize time effectively.

Internal:

• Collaborate closely with Network Support Engineer, Manager, Core Networks, and other cross-functional teams talign operational objectives with organizational goals.

External:

• Maintain productive relationships with third-party vendors and clients tcoordinate network support and service delivery.

Other Business Units:

• All Departments.: Liaise with other departments and stakeholders in achieving quality, simplicity and trust in meeting organizational goals and customer expectations on the delivered products and services.

Knowledge, Skills, Experience and Competency requirements:

Education & Certification:

• Master’s Degree, Bachelor’s degree or HND in Electrical/Electronic Engineering,
• Computer Science, or related field.
• Advanced certifications such as Lean Six Sigma, ITIL, SCRUM, CCNP or CCIE are strongly preferred.

Experience:

• Minimum of 8+ years of experience in Network Operations, with at least 5 years in a Senior Engineer or supervisory role, ideally in an ISP or similar environment.
• Demonstrated experience in overseeing network support for VSAT, MPLS, IP routing, and network infrastructure.

Technical Skills:

• Proficiency in network monitoring and ticketing tools such as Nagios, Azotel,
• Cacti, Entuity, and various NMS platforms (e.g., SAF, NEC, Ceragon).
• Strong background in IP networking, switching, routing (QoS, MPLS), and transmission technologies.

Competencies:

• Strong analytical skills and a proactive approach tproblem-solving.
• Excellent leadership, team-building, and interpersonal skills.
• Ability tmanage multiple projects and prioritize tasks effectively.
• Superior communication skills with the ability tconvey technical information to both technical and non-technical audiences.