Voice Engineer at IpNX Nigeria Limited

Function: Service Fulfillment & Support
Reporting to:  Team Lead, Voice
Travel Frequency: As required

Purpose of the Job

Reporting to the Team Lead, Voice, the Voice Engineer is responsible for tasks such as designing, installing, operating, maintaining, troubleshooting and securing voice communications systems for
the ipNX Network as well as for enterprise customers in accordance with set standards & SLAs. You will also offer direction and recommendations for voice service enhancements.
You will act as the 2nd level contact for customer faults relating to voice communications systems by taking ownership of reported customer issues and seeing their problems through to resolution.
Your key support responsibility includes researching, diagnosing, troubleshooting and identifying solutions to resolve all voice communications system issues.
You are equally tasked with ensuring high levels of customer satisfaction and operational excellence during all levels of engagements with customers – including pre-sales support, service
delivery (installation & configuration) as well as support calls or visits. In addition to the above, you are also required to provide routine in-house training, and mentoring
for lower level staff and other units where required.

Expected Key Results 

• Network Infrastructure& Customer Management
• Support
• Customers
• Internal
• Asset Management
• People Management
• Training

Educational Qualifications & Functional Skills:

• Education: BSC Computer Science / Computer Engineering / IT Related Disciplines
• Technical: Cisco Network Certification/CCNP and ITIL certification is a bonus
• Technology: Microsoft Office Suite competence [Bonus: MS Visio, MS Project]
• Technology: Reasonable programming skills in any language
• Language: Fluent English
• Communication: Exemplary Communication Skills [Face to Face and over the telephone]
• Communication: Ability to communicate effectively at all levels of an organization

Work Experience:

• At least 1 year experience within the telecoms space as a Network/Communications Engineer
• A good understanding of computer networks as well as some aspects of project management (Cisco Certification | PMP is a bonus)
• Must have working knowledge of VOIP/SIP/PBX/Asterisk/Network Security based systems
• Practical Experience with Network Connectivity Devices (Routers & Switches)
• Experience with LAN/WAN Network Design and Configuration
• Good working knowledge of Microsoft Office Suite [including MS Project &Visio]

Other Requirements:

• Hardworking and Tenacious
• Action orientation
• Tech Savvy
• Result Driven
• Excellent Decision Quality
• Attention to Detail
• Problem Solving
• Excellent troubleshooting and analysis skills
•  Impeccable Customer Service and Support Skills
• Customer Focus
• Self-Development