Service Support Engineer, Network Operations Center at Phase3 Telecom

Cadre: Assistant Manager
Reporting Manager: Head of Network Operations Center

Job Summary

• The Service Support Engineer is pivotal to service management for Phase3 as s/he oversees network surveillance and incident management activities which are at the core of the business.
• The NOC Engineer is to ensure maximum service availability and performance; to provide support services for Engineering and other technical teams.
• S/he provides business critical support to the customers ensuring confidence in service brand and perception. S/he see to the resolution of all service incidents.

Key Responsibilities

• 24/7 network monitoring and surveillance via the Network Monitoring Systems.
• Perform network alarm analysis, correlation and interpretation
• Opening and recording of incident details of trouble-ticket whenever there is an incident on the network
• Manage customer escalations and provide effective customer service communication
• Manage the communication with the field support engineers and other third party on the SLA/KPI fulfillment.
• Generate network availability and daily performance reports.
• See to the resolution of service incidents
• Provide support to the NOC manager in handling service problems

Qualifications
Academy and Education background:

• HND / BSC in Electrical Engineering / Telecommunication / Electronic / Computer Engineering or equivalent.

Experience:

• Minimum 2-4 years of experience in network operations and service support
• Can carry out testing using IP and optical network tools
• Knowledge of IP/MPLS network platforms
• Knowledge of routing and switching
• LAN troubleshooting
• IP address management
• Ability to manage network monitoring platforms
• Customer support
• Managing teams

Knowledge & Skills:

• Good knowledge of IP Access and Transmission networks
• Good Knowledge of data analytics, Microsoft Excel and presentation skills
• Excellent interpersonal, written and verbal skills
• Ability to think quickly, take the initiative and willingness to make judgment calls
• Customer engagement and management