Network Support Engineer at IpNX Nigeria Limited

Purpose

• Provide first-level off-site technical support for all ipNX services, ensuring excellent customer service and satisfaction.

Key Responsibilities

• Incident Management (First Call Resolution)
• Manage service request life-cycle
• Monitor and escalate based on SLAs
• Proactively monitor ipNX network elements
• Ensure timely resolution of customer inquiries and faults
• Follow up on unresolved complaints and open tickets

Key Activities

• Receive, log, and take ownership of service requests and faults
• Respond to inquiries via email, phone, or web calls
• Coordinate with other teams to resolve customer issues
• Monitor network elements and respond to inbound calls and emails
• Identify and alert supervisor of trends in customer calls
• Follow up on open tickets and provide timely updates to clients
• Prepare technical reports and service level reports

Key Competencies
Educational Qualifications & Functional Skills:

• B.Sc / B.Eng in Computer Science / Computer Engineering / Electrical-Electronics Engineering (2.2 / Upper Credit at minimum)
• CCNA, CCNP (Desired)
• Strong telecommunications, IP design skills, and in-depth knowledge of IP Network
• Excellent business communication skills

Work Experience:

• Hands-on experience with IP Routing, MPLS, QOS, VPN
• Knowledge and experience with network security (IPSec Firewalls)
• Experience with Wireless Point-to-Point and Point-to-Multipoint technologies

Other Requirements:

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