Technical Assistance Centre Engineer at WIOCC Nigeria Limited

This role is responsible for providing 2nd Level technical support, resolving escalated incidents and assigned problems, coaching the first-level NOC team, and managing the WIOCC Network. The incumbent will be recognized as the company's in-house technical expert and will serve as a key resource for escalation, knowledge transfer, and operational excellence.

Reporting Line: TAC Manager

Key Duties and Responsibilities

• 24/7 Tier 2 Technical Assistance Centre (TAC) Support: Serving as a key technical interface, managing escalations, and participating in the 24/7 on-call rota
• Incident & Problem Resolution: Providing direct, cross-functional support to the Network Operations Centre (NOC) and field engineering teams to resolve technical issues
• Mentorship & Training: Driving the technical competency of the Operations team through active training and mentorship
• Technical Stakeholder Consultancy: Delivering technical guidance, service management, and pre-sales support to key stakeholders and commercial teams
• Deputising for the TAC Manager: Assuming management duties and departmental leadership as directed
• Vendor Management: Managing network equipment vendors to ensure service delivery and performance compliance
• Network Deployment & Integration: Overseeing network installation, testing, commissioning, integration, and final hand-over into active service
• Performance Reporting: Utilizing network quality and performance management tools to compile and deliver ad-hoc reports as required
• Disaster Recovery Operations: Operating and maintaining continuity within the Disaster Recovery NOC during critical outages or emergency simulations
• Project Delivery: Assisting cross-functional departments and taking the lead on reporting and executing assigned projects
• Client Mobilisation: Travelling internationally or site-to-site to provide dedicated, hands-on support to clients as required

Minimum Qualifications:

• Bachelor's degree in Engineering or related technical field
• Technical certifications in optical networking, JNCIS (essential), JNCIP (desirable) or equivalent 
• Strong communication and interpersonal skills

Experience and Skills

• Industry Experience: A minimum of 3 years’ technical experience within the telecommunications sector managing complex optical networks, ideally with at least 1 year spent in a Tier 2 technical support or equivalent high-level role
• Technical Proficiency: Strong working knowledge of optical and data networking platforms, including Fibre, DWDM, OTN, SDH, and Core Data technologies (Ethernet, IP/MPLS, IS-IS, BGP, and L2VPN)
• Vendor Expertise: Proven experience supporting transmission and switching equipment from leading industry manufacturers, such as Juniper, Tejas Networks, and MikroTik
• Network Monitoring & Tools: Proficient in utilizing network performance and monitoring platforms, including PRTG, SolarWinds NPM, Cacti, and MRTG
• Systems Administration: Hands-on experience managing internal infrastructure, including mail servers, domain servers, operating systems, and core enterprise applications
• Mentorship & Training: Demonstrated ability to share technical knowledge and effectively mentor junior team members
• Communication Excellence: Strong written and verbal communication skills, with a proven track record of synthesizing and concisely explaining technical data to clients
• Operational Reporting: Adept at utilizing B/OSS (Business and Operations Support Systems) tools to accurately, concisely, and promptly record critical operational data
• Prioritisation & Problem Solving: Proven ability to manage competing priorities and deliver robust solutions under pressure in a fast-paced environment

Attributes

• Client focused, relationship builder
• Integrity, honest with high ethical standards
• Boundless, passionate, and flexible
• Personal excellence, accuracy, and attention to detail
• Collaborative, achieve results through teamwork and partnerships