Network Support Engineer at IpNX Nigeria Limited

Job Description

• 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.

Duties and Responsibilities

• Manage Service request life-cycle: receive, log and take ownership of all general Service Requests and progress to resolution.
• 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.
• Ensure daily updates of all complaints not closed (open tickets) by following up with person(s), units and organizations responsible.
• 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.

Requirements

• 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.
• 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.