Job Openings at Netcom Africa Limited

Location: Victoria Island, Lagos
Department:  Business Development
Reports to: VP, Business Development

Objective & Summary

• This role is responsible for generating leads, developing client relationships and closing deals.

Key Duties & Responsibilities
Account Management:

• Ensure quarterly sales target are met.
• Upsell new technology solutions to existing clients.
• Account Management to ensure client satisfaction on network.
• Ensure zero churn of client.
• Build personal relationship with client’s management/I.T contact.
• Assist in the management of new projects/installations with engineering team to ensure project delivery to client’s satisfaction.
• Establish and maintain relationship with engineering, procurement, finance and legal team on a day to day basis to ensure best/undelayed service to our clients.
• Assist billing team to resolve payment delays from clients.
• Ensure timelines are followed and communicated to clients.
• Provide assistance to engineering team, provide all information to deliver best quote and proceed with surveys/installation.
• Regularly provide feedback/updates from client.
• Provide support to best manage outages or maintenance activities.
• Ensure client’s KYC are properly filled; contract, welcome pack to be sent post installation, renewals etc.
• Proficient in work flow of SAR – new deals, upgrades, demo upgrades(to test), downgrades, modifications, change management forms, etc.
• Ensure SLA are all updated and shared to client.
• Manage and prioritise all tasks appropriately on a daily basis to ensure no delays.
• Communicate/escalate issues to engineering or management to improve Netcom services.

Research and Reports:

• Keep management informed by submitting activity results and reports, such as daily call reports, weekly work plans, monthly and annual activity reports.
• Monitor competition by gathering current marketplace information on pricing, products, new products, delivery schedules, merchandising techniques, etc.
• Recommend changes in products, service, and policy by evaluating results and competitive developments.

Internal Relationship Management - liaise & collaborate with:

• Finance - on the work flow of Service Activation Requests - new deals, upgrades, demos, downgrades, modifications, change management, etc.
• Billing -to negotiate pricing within approved margin.
• Day to day operational business solutions interface between departments.
• Legal - to ensure the aspects of contract, signing, service contracts, revisions are done.
• Ensure SLA’s are all adhered to and all documentations are up to date.

Education and / or Professional Qualifications

• Graduate Degree qualification essential.
• Affiliation to professional bodies.

Experience:

• The ideal candidate should have not less than 2 years’ experience preferably selling technology solutions.

Essential Skills / Knowledge:

• Experience with both Microsoft operating system and Apple operating system.
• Strong verbal and written communication.
• Good presentation skills for business reports.
• Ability to organize and conduct purposeful Departmental/ Unit meetings.
• Ability to develop and maintain business relationships with internal and external stakeholders.

Desirable Skills / Knowledge:

• A polite, friendly and diplomatic Behaviour.
• Outgoing and reliable personality.
• Speak Confidently and firmly.
• A passion for selling.
• Opportunistic in approach.
• Ability to communicate with people at all levels.
• Ability to organize and conduct purposeful meetings.
• Establish and build a strong relationship with management of Netcom clients.
• Strong prospecting and negotiation skills.
• A high degree of self-motivation.
• Resilience and persistence.
• Persuasiveness
• Quick thinker
• Problem solver.
• See it, own it attitude.
• Time management skills.
• Ability to do multiple tasks at once.
• Self initiative, but also able to work as part of a team.
• Ability to generate ideas.
• Strong administrative skills.
• Good understanding of Microsoft operating systems.
• Able to use properly MS Word, Excel and Power-point

Why You Should Join Netcom

• Professional Membership Subscription.
• Gym Membership
• Group Life Insurance
• HMO
• Career Growth and Opportunity to Change the World Through Technology

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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

Short Summary of the Job

• Reporting to the Head of Engineering, 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 IP network operation, infrastructure connectivity, security planning as well as development
• Support network design and implementation for core 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 analyzing and troubleshooting
• Coordinate with Regional IP Registry
• Document all network changes
• Other task assigned by line manager.

Education and / or Professional Qualification

• Bachelor's Degree in Electronics / Communications / Network / Computer Engineering (or equivalent)
• IP Certification, preferably from Cisco on CCNP level equivalent or above.

 Essential Skills / Knowledge

• A minimum of 5 years of experience in IP Network and System Support
• 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:

• 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.