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  • Posted: Jun 20, 2022
    Deadline: Jun 30, 2022
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    ipNX Nigeria Limited is a leading provider of infrastructure-based Telecommunications and Information Technology services here in Nigeria. Leveraging more than a decade of experience, the company was formed by the divestment of the telecommunications services division of Telnet Nigeria Limited and has been in operation for many years. ipNX currently provi...
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    Retail Tac Engineer

    CATEGORY:Outsourced

    Purpose of the Job :The Retail Tac Engineer is responsible for ensuring efficient service delivery to the customers andensure customer satisfaction for all new services and support related service. He will have the responsibility of contributing towards the research, design and implementation of functionality that will propel ipNX products and market-leading solution to the next level. Also, he is to Provide technical support through collaborative partnership to deliver high quality and reliable network performance.

    KEY RESPONSIBILITIES:

    • Restore service failures for Corporate Customers within 4 hours of its occurrence. Understand implementation and integration of technical hardware and software solutions.
    • Restore service failures for Retail Customers within 24 hours of its occurrence.
    • Ensure Research & Solutions management,system requirement analysis, option and scenario evaluation are carried out.
    • Incident Management Communication: Provide prompt feedback for input into the OTRS Application with information relating to activities being carried out to resolve customer service incidents.
    • Plan and execute nodes/segment that require preventive maintenance on the network. Conduct collaborative system specifications, system integration, and evaluation ofsystem functions.
    • Provide technical support for the network surveillance, provisioning, installation and repair of infrastructures, sales, sales engineering, and marketing departments.
    • Audit and collate information for the fiber outside plant network.
    • Prepare the as-maintained documentation within region/subregion managed for the O&M Unit.
    • Audit and collate information for the fiber outside plant network.
    • Prepare and implement Method of Procedures (MOPs) and update network documentation based on changes in network topology.
    • Investigate, design, plan, and coordinate implementing infrastructure technology for IT networks.
    • Document and communicate / escalate critical issues and recommending quick solutions to minimize business disruption due to infrastructure support issues.
    • Adhere to controls to provide security for operating systems,software, and data.
    • Maintain technical documentation and database information for the all networks and circuits.
    • Manage maintenance and repair programs, making sure systems don't break down.
    • Ensure new equipment meets regulatory and client’s requirements.
    • Participate in relevant training webinars to understand recent release functionality, demonstration environment configuration and behavior.
    • Monitor and analyze system performance, such as network traffic, security, and capacity.
    • Interface effectively with customers, other departments and managers to resolve customer problems.
    • Conduct and support training sessions with members inside and outside of the organization. Track contractor performance, including billing against budget and contract.

    Educational Qualifications & Functional Skills:

    • BEng Computer Engineering, BEng Electrical Electronics or any IT related degree. (2.2/ Upper Credit Minimum).
    • CCNA (Cisco Certified Network Associate); CCNP (Cisco Certified Network Professional).
    • MSc involving Engineering, Sciences, Mathematics or similar fields.
    • Industry Certifications in AWS, CISSP, CCDP, CCNP, and CCIE.
    • Customer centric and stakeholders management.
    • Good LAN/WAN network design and implementation skills.
    • Ability to solve complex problems in the shortest available time using honed analytical skills.
    • Good interpersonal skills with customers, vendors and members of team.
    • Design and analytical troubleshooting of LAN, WAN network and Internet-data architecture with good knowledge of routing protocols (EIGRP, OSPF, RIP etc) .
    • Good knowledge of installation and configuration of core network devices and its relevant integration to the network (LAN, MAN & WAN).

    Work Experience:

    • 3 years of experience with Fiber to the Home (FTTH) infrastructure, and experience in construction on new outside and inside plant (OSP/ISP) fiber infrastructure.
    • Experience presenting technical concepts to a general audience.
    • Basic experience with basic configurations of enterprise or carrier grade networking equipment such as routers, switches, firewalls, encoders, optics, and Dense Wavelength Division Multiplexing(DWDM).
    • Previous commercial engineering experience.
    • Experience in technical consulting and customer handling.
    • Proven experience in data analytics, statistical methods and models.
    • Experience and knowledge related to different research methodologies and comfort in how these approaches would work.
    • Experience working in a Service Provider environment and providing technical support to end customer solutions.

    go to method of application »

    Field Support Technician

    CATEGORY: Outsourced

    Purpose of the Job (Brief): Work collaboratively with other Service Fulfilment team members to ensure coordination of the provision of effectiveness of all ipNX products in line with customer needs and ipNX’s objectives. To Perform other technical support duties as assigned. To be responsible for daily interactions with internal and external customers regarding order entry and fulfillment of orders complete follow up, as required.

    KEY RESPONSIBILITIES:

    • Laying of cables directly in trenches or string it through conduits running through trenches.
    •  Ensure quality control of fibre activations at all steps of implementation & acceptance in accordance with the following Fibre Optics OSP Parameter, (Manhole, Route Marker, HDPE & PVC Duct, crossings ( road, drainage) Pulling, Splicing, Joint Box, ODF / DDF, Site Entrance etc.
    • Perform all survey requests leading to customer service fulfillment within ipNX.
    • Adheres to standard survey tools and process to conduct surveys that are accurate, unambiguous and usable for service fulfillment.
    • Ensure prompt scheduling of appointment time with customers.
    • Manage and effectively drive all communication with customer or facility Officer during the survey process.
    • Identify the materials and equipment needed to setup the customer on the ipNX network.
    • Communicate the status and remediation plan and follows through till the issue is resolved.
    • Ensure provision of excellent customer service by identifying customer needs, handling customer concerns and fulfilling customer requests in a timely manner.
    • Support the Sales and Marketing department to complete a sale by verifying ipNX’s infrastructural capability to fulfill customer service installation.
    • Implement value and service improvement initiatives to customers based on service fulfillment expertise and experience.
    • Priotise and attend to all breakdowns as notified in the most efficient and cost-effective manner, within 48 hours, unless otherwise agreed.
    • Use best fit work methodology to ensure that installations are done at minimal cost and that customer satisfaction is achieved Ensure all installation in accordance with the relevant Standards and procedures, following all safety guidelines and instructions issued as agreed with the client.
    • Prioritize and balance time, actions, resources, and initiatives to ensure accomplishment of critical results.
    • Conduct project-based site surveys and simulations using appropriate Site Survey and producing detailed documentation for improvements.
    • Research, investigate, evaluate, and qualify potential new Fibre equipment/tools for service activation.

    Educational Qualifications & Functional Skills:

    • Minimum of OND in Electrical Engineering or its equivalent.
    • CFOT certification is required.
    • Ability to confidently communicate with personnel at all levels of the organization.
    • Technical knowledge deploying and managing network and infrastructure environment .
    • Well organized, articulate and has numerate skills.
    • Excellent communication and customer service skills are required.

    Work Experience:

    • Minimum of 2 years’ Service Fulfillment experience in the IT/Telecommunications field - Broadband Service Operations in particular.
    • Minimum 1-2 year experience or the equivalent combination of education and experience in a fulfillment operation.
    • Experience working in a Service Provider environment and providing technical support to end customer solutions.
    • Experience working in the Telecommunications industry with a track record of technical achievement.

    go to method of application »

    OSP Planning and Design Technician

    Purpose of the Job (Brief): This role is responsible for delivering outside and inside plant infrastructure plans and designs by carrying out field site surveys, working out appropriate designs and producing lucid and coherent design documents that effectively communicates to every stakeholder and support decision making related to implementing the designs. In addition, the role provides supervisory oversight to planning and design contractors as may be assigned.

    KEY RESPONSIBILITIES:

    • Conduct site surveys, collect exhaustive data that could support any deployment methodology as well as on demography; and provide site survey documentation and report as may be appropriate and or required.
    • Make design decisions following extant Outside Plant Infrastructure Design Rules as well governmental regulations. These could include choosing type of deployment, extent, capacity and capability of the resulting design, and consideration for the entire life cycle of the resulting outside plant when implemented. Additionally, includes reviews and augmentation of relevant segments of outside plant infrastructure as it may be required to have a conclusive and implementable design.
    • Carry out information sessions with the project implementation team in the form of kick off meetings, desktop design walk through or joint site walkthroughs, etc; to clarify designs as may be required by the implementation team from time to time.
    • Reconcile all flagged design variance with the implementation team by reviewing and validating the feedback and producing revised design documents to support the resulting scope change.
    • Lead onsite decision making regarding design approach and offsite review and analysis of collected survey data to arrive at effective and implementable design decisions.
    • Prepare required planning and design documents in accordance with extant Outside Plant Infrastructure Planning & Design Documentation Guidelines; using approved methods, templates legends, rates and software applications. The planning and design documents includes but not limited to; Design Drawings highlighting various design perspectives , Bill of quantities (BOQ), Bill of Materials (BOM), High Level Design Description (HLDESC), Splice Plan, Power Budget, Shapefiles, etc.
    • Produce all outside plant infrastructure plans and designs that can be processed seamlessly using geospatial processing techniques.
    • Produce infrastructure planning and design documents that effectively addresses the needs and expectations of various stakeholders, both internal and external.
    • Produce infrastructure planning and design documents that easily communicates to various stakeholders, both internal and external.
    • Support outside plant infrastructure planning and design field teams in matters relating to processing access, providing information on existing infrastructure footprint and capacity.
    • Provide first line of supervisory oversight to outside plant infrastructure planning and design contractors as may be assigned from time to time.
    • Provide first line reviews of submissions of the contractors and recommend corrective actions and see to it being carried out.
    • Provide first line processing of survey data into ready-to-use data directly in outside plant infrastructure planning and design process.

    Educational Qualifications & Functional Skills:

    • Minimum requirements is HND in Electrical/Electronics/Computer Engineering/Computer Science, Information Systems. However, considerable field experience for non- science or engineering backgrounds can be considered.
    • Fibre Certifications.
    • Competent in working with full suite geospatial information system applications – QGIS, ArcGIS, etc
    • Competent in using spreadsheet applications to perform wide ranging analysis – Microsoft Excel.
    • Competent in use of Computer Aided Design tools – AutoCAD, FreeCAD.
    • Knowledge of design techniques, tools and principle involved in production of precision technical plans, blueprints, drawings, and models.
    • Knowledge and experience in programming or have a strong predisposition for programming - Python, Java, VisualBasic, etc

    Work Experience

    • Working experience for upwards of 3 years in any fibre outside plant role, and at least one year of which experience must be in outside planning and design.
    • Experienced in outside plant construction processes including site surveys, civil works, fibre laying, splicing, and termination as well maintenance and troubleshooting.
    • Competent in the use of fibre testing and handling tools – OTDRs, splicing machines, optical power meters, light source, etc

    go to method of application »

    OSP Supervisor

    Purpose of the Job (Brief) The Maintenance Quality Control Supervisor oversees maintenance of ipNX fiber optic & civil work activities on the outside plant network. The OSP Supervisor will be involved in the day- to- day maintenance and management of the outside plant, taking into consideration Customer and Local Authority organizations in the maintenance of the fiber outside plant. The role is expected to involve a significant element of on-site attendance.

    CATEGORY: Outsourced

    KEY RESPONSIBILITIES:

    Corporate Customers: Restore service failures within 3 hours of its occurrence- Implementation and integration of new projects and ensure all open incident tickets are closed within this time-frame. Team Lead, Wireline Maintenance OSP Supervisor.

    • Retail Customers: Restore service failures within 8 hours of its occurrence.
    • Proactively drive MSPs to identify, plan and execute preventive maintenance action on the fiber network.
    • Enforce active engagement of construction works (road and real estate) by MSPs to mitigate damage to ipNX fiber infrastructure.
    • Enforce active monitoring of trenching activities by other PTOs along our fiber route.
    • Audit and collate information for the fiber wire-line network. Prepare and submit the as-maintained documents after every network activity.
    • Provide network data for processing change request approvals.
    • Provide monthly cabinet utilization report.
    • Ensure weekly support status reports are done and submitted timely for review.
    • Submit as-is fiber break-fix report per ticket.
    • Submit monthly cabinet utilization report.

    Educational Qualifications & Functional Skills:

    • Academic: University Degree in Telecoms, Engineering or Applied Sciences. Functional Skills:
    • Proven track records of maintenance and management of metro and/or long distance fiber optic infrastructure.
    • Sound knowledge of telecom industry best practices, norms and technical requirements with regard to fiber & civil work maintenance.
    • FTTx and/or P2P fiber deployment and maintenance experience are distinct advantages i.e. fiber termination using fusion splice machines, testing & analyzing fiber links with OTDR and Light Source/Power Meters (LSPM), identifying fiber cores with VFLs.
    • Capable of understanding fiber network architectures, designs & splice plans.
    • User experience for Microsoft Office Tools including a good working knowledge of Microsoft Project.
    • User experience for Visio/AutoCAD/GIS tools is desired.

    Work Experience:

    • At least 2 years in telecommunications industry, with experience in Fiber network deployment and outside plant maintenance.
    • Specific Knowledge of Civil Works planning applications with Nigerian Local Authorities

    go to method of application »

    Retention Officer

    Category: Outsourced

    Purpose of the Job (Brief): The customer retention agent is responsible for engaging customers to obtain feedback on service and understand their behavior (lifestyle, preferences etc.) and to win back lost customers.

    Responsibilities:

    • Identifying inactive subscribers and get them active on the network.
    • Identify and monitor unique customer trends and escalate.
    • Engage active customer to proactively identify unique customer issues and solve.
    • Ensure all customer feedback/complaints are documented, escalated to appropriate unit and also follow up till Head CEA Customer Retention Supervisor Retention Agent Retention Agent resolution.
    • Track /update and close all tickets on OTRS.
    • Process compensation, reimbursement, waivers and refunds for customers.
    • Maintain constant and effective communication with retail customers through surveys.
    • Identify and monitor unique customer trends and escalate.
    • Ensure all complaints are resolved.
    • Process request in timely manner and send updates to customers.
    • Effectively identifying and dealing with customer dissatisfaction.

    Educational Qualifications & Functional Skills:

    Minimum Requirements: HND/B.sc, any Discipline.

    Minimum Experience: 1-2 years’ experience in customer care

    Work Experience:

    Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) in Telecoms company

    Method of Application

    Interested and qualified candidates should forward their CV to: resume@ipnxnigeria.net using the position as subject of email.

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