Job Openings at Netcom Africa Limited

Location: Victoria Island, Lagos

Job Objective

• Create a superior end-user experience by providing operational support and enhancements for a wide range of IT devices, applications, hardware, network, systems and services, supported by large team of skilled IT professionals.

Job Summary

• Delivery of Netcom IT Support as a service to the customer, user incident resolution and solutions implementation, updates and upgrades, network and systems support, technical and incident recording and administration, with reporting to Netcom reporting line and Customer.

Key Duties & Responsibilities

• Continuously and consistently record all reported incidents real time and resolve within SLA while following the ICT Incident reporting and escalation procedure.
• Continuously and consistently follow-up on the incidents as per SLA and priority. Monitor and manage the Open Ticket Queue for outstanding incidents to achieve resolution as soon as possible and at least within SLA or committed timeline.
• Implement, maintain real time, and develop (improve) daily (checks and incidents, opening and closing), weekly (Activity log, ticket report), monthly (ticket report and analysis), quarterly (audit / registry) and ad-hoc administration and reports with and without use of ManageEngine ticketing system and other generated data and reports.
• Update daily on escalations, delays, inquiries, and opportunities via applicable Netcom internal communication channels such as Teams.
• Liaise with the ITO Supervisor/Team Lead/Manager and VP Operations to coordinate and manage operational, technical, and commercial Issues and opportunities, and to inform Netcom Business Development Department (BDD) Account Manager of concrete opportunities as applicable.
• Keep up to date and maintain all Customer IT hardware, software, and licenses, including up-to-date IT records (Audit, Register), and prepare recommended additions and changes during budget reviews.
• Work with the Netcom IT capability owners to further advance the IT environment at Customer site based on best practices developed in cooperation with Netcom teams owning the applicable capability.
• Interact with the Customer representative and key staff, including Heads of Department, to establish a working relationship and ensure smooth problem resolution.
• Any other task as assigned by VP operations.

Requirements
Experience, Education and/or Professional Qualifications:

• A preferred Degree in any of  the following areas - Electronics, Computer Engineering, Computer Science and other core sciences with strong basis for ICT.
• Mandatory 2 – 5 years experience in similar role for network, systems and user support, and new solutions implementation support.
• ITIL, PMP, Prince2 and/or any Microsoft / Cisco / other OEM or professional certification(s).

Essential Skills / Knowledge / Traits:

• Knowledge of IT Support procedures, systems, administration, and support with the ability to sustainably clarify, improve and change existing or new operational IT Support initiatives.
• Knowledge of ticketing system, Service Level Agreement, key performance indicators.
• Knowledge of desktop, laptop, mobile device, and unified communications (IP phone, VOIP, conference system) troubleshooting installation and troubleshooting.
• Knowledge of router installation and configuration, LAN troubleshooting and management, DHCP configuration and troubleshooting.
• Knowledge of MS Windows OS installation, MS Office (O365) licensing, activation, application installation and user configuration and administration.
• Knowledge of Active Directory Administration including creating and managing domains, security groups, access rights.
• Advanced communication, relationship management and team working skills
• Proactive and always alert and following up to respond and get things done, while using every escalation as an opportunity to improve laid down procedures and follow-up on communication and implementation of the same.
• In depth Experience with Microsoft Outlook, Word, Excel, and PowerPoint.
• Basic knowledge on servers, cloud computing & security.

Desirable Skills / Knowledge / Traits:

• Hands-on experience and ability to demonstrate in areas of key duties and responsibilities and essential skills/knowledge.
• Knowledge of end point protection, antivirus, monitoring, control and other device security products and solutions.
• Knowledge of and hands-on experience with firewall and web filter installation, configuration, troubleshooting.
• Knowledge and hands-on experience with back-up and recovery systems and applications.

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Location: Victoria Island, Lagos

Job Summary

• This role will be responsible for participating in IP network operation, infrastructure connectivity and security planning as well as development.

Key Duties & Responsibilities

• Participate in all network operation (IP network, wireless/wired/optical last mile), infrastructure connectivity, security planning as well as development.
• Support network design and implementation for enterprise and client networks.
• Ensure all IP devices are secured and within operational limits.
• Support daily IP network operation, project management and services monitoring.
• Conduct network analysis and troubleshooting
• Coordinate with Regional IP Registry.
• Document all network changes.
• Any other duties from time to time as required by the organization.

Requirements
Experience, Education and/or Professional Qualifications:

• Bachelors Degree in Electronics / Communications / Network / Computer Engineering (or equivalent).
• IP Certification, preferably from Cisco on CCNP level equivalent or above.
• A minimum of 5 years of experience in IP Network and System Support.

Essential Skills / Knowledge / Traits:

• Hands-on experience in the design and operation of LAN/WAN technology including: TCP/IP (routers, configuration and setup), Security (firewalls – Cisco, Juniper, Barracuda), Network management (switches, hubs, fiber-optic, cabling, packet sniffing).
• Advanced knowledge in Router, Catalyst, Load Balancer, Firewall, Security, Internet Connection, EIGRP, OSPF, BGP4, VPN, Frame Relay, TCP/IP, LAN/ WAN, VLAN, Spanning Tree, Ethereal.
• Knowledge in Unix/ Linux, Shell script, IDS, QoS, Video/ Streaming Protocols.
• Experience designing last mile access solutions for different environments (DSL, microwave radio, PTP and PTP radio, fibre etc.)
• Strong written and oral communications skills in English.
• Willing to perform work or provide support outside office hours.
• Highly motivated and resourceful.
• Must be a team player and be able to prioritize different request and requirements.
• Hand-on design and operation of network like BGP and MPLS.

Desirable Skills / Knowledge / Traits:

• Experience in ISP and managing a sizable IP network.
• Experience in liaising with Regional IP Registry (APNIC, RIPE, AfriNIC etc.)
• Knowledge of structure cabling and VoIP.

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Location: Victoria Island, Lagos

Job Summary

• The Project implementation engineer will be grounded in both systems administration and network engineering.
• The incumbent will oversee full project life cycle from the implementation stage to handing over and must be able to demonstrate hands-on experience in delivering various projects in the IT sector.

Key Duties & Responsibilities

• Plan and implement future network developments and carry out project works.
• Design, setup and configure unified communications, VoIP, IPTV, CCTV and other IP Services and complex switching environments.
• Maintain a thorough understanding of Local Area Networking and Wide Area Networking.
• Managing assigned projects and program components to deliver services in accordance with established objectives.
• Ensure implementation projects are completed in a timely and cost-effective manner.
• Timely preparation and release of engineering project proposals (e.g. BoM, network diagrams and purchase requests).
• Manage internal, vendor/partner/3rd party resources for project deployment.
• Interpret client’s requirements, identifying and addressing design parameters and engineering problems and ensuring solutions are implemented.
• Ensure that all projects are well documented and organized.
• Complete all assigned tasks as delegated by the management.

Requirements
Experience, Education and/or Professional Qualifications:

• Bachelors Degree in Electronics / Communications / Network / Computer Engineering (or equivalent).
• Minimum of 3 years project management experience related to internet/managed services provider.
• Project Management Professional (PMP) certification.
• Vendor equipment certification: CISCO, Sophos, Fortinet, Avaya, Mikrotik and other IT/Networking equipment.
• Project Management Professional.

Essential Skills / Knowledge / Traits:

• Technical, analytical, problem-solving, and interpersonal skills required
• Excellent IT/Computer skills (e.g., Microsoft Office software, other company, and specific software applications)
• Experience with IP Networking (WAN/LAN), VoIP technology and Fiber Optic Network skills. At least with CCNA and/or CCDA certification
• Strong knowledge on project management software tools, methodologies, and best practices.
• Strong organizational skills, effective leadership skills and confident decision-making ability.
• Patience and the ability to deal with people.
• Effective communication skills both verbally and in writing with superiors, colleagues, and individuals inside and outside the company.
• Availability in response to needs of the internal or customer for installation, maintenance, and equipment malfunctions.
• Willing to perform work or support outside office hour.
• Highly motivated and resourceful.
• Must be a team player and be able to prioritize different request and requirements.

Desirable Skills / Knowledge:

• Equipment vendor certification and knowledge: CISCO, Ubiquiti, Sophos, Fortinet, Mikrotik, Avaya, Dragonwave.