Network Support Engineer at IpNX Nigeria Limited

Purpose of the Job (Brief)

• 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 customer satisfaction.

Deliverables (Maximum 5-6 key Responsibilities)
Expected Key Results (Detailed KPIs)
Key Activities:

• Incident Management (First Call Resolution)
• Manage Service request life-cycle: receive, log and take ownership of all general Service Requests and progress to resolution.
• Receive, log and take ownership of all faults. Respond to Team Lead, Enterprise Service Management
• Network Support Engineer and provide timely, complete and accurate resolution to customer inquiries via email, phone or web calls.
• Monitor and escalate based on SLAs, coordinate with other teams as may be necessary to resolve customer issues within the contracted SLAs.
• Proactively monitor all ipNX owned & installed network elements in corporate customers’ premises.
• Prompt Response to inbound calls and emails.
• Ensure initial call assessment, resolution (if possible) or escalate to the appropriate technical group.
• Identify, document and alert supervisor of trends in customer calls.
• Follow up on unresolved complaint/ open tickets to closure.
• Ensure daily updates of all complaints not closed (open tickets) by following up with person(s), units and organizations responsible.
• Timely Escalation/feedback to relevant units.
• Liaise with clients on updates of progress on Service Requests and Incidents reports ensuring they are kept up to date. Dissemination of information regarding network faulty condition, causes, planned outage period for repair/preventive maintenance.
• Preparing Technical Reports.
• Produce periodic error-free service reports in order to inform both management and external clients of service levels achieved and areas of service improvement required.
• Prepare daily incidence summary reports.
• Prepare monthly availability reports for customers.
• Generate outage, fault and utilization reports as well as cause analysis/ reason for outage reports.

Demonstrate (Key Competencies) / Educational Qualifications & Functional Skills

• B.Sc / B.Eng Computer Science / Computer Engineering / Electrical-Electronics engineering (2.2/Upper Credit at minimum).
• 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) is 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

Other Requirements:

• Customer Focus
• Tech savvy
• Action orientation
• Drive results
• Cultivate Innovation
• Ability to optimize work processes
• Resilience
• Self Development
• able to influence internal and external organizations.
• Nimble Learning Dimensions Financial

Dimensions:

• Budget: NA
• PO Approval: NA

Other Dimensions:

• No. of vendors: 0
• No. of direct reports: 0

Impact of position Impact on customers Impact on customers (Please select one of the options below):

• Type of customers Mainly Internal Mainly External Internal & External
• Approvals Reporting Manager Functional Head HR