Jobs at IpNX Nigeria Limited

Purpose of the Job

• Provide first level off-site technical support for all ipNX services: Voice, Data connectivity, Internet services, Wimax services etc.
• To consistently provide a high level of excellent customer service and support, ensuring customer satisfaction.

Key Activities
Incident Management (First Call Resolution):

• Manage Service request life-cycle: receive, log and take ownership of all general Service Requests and progress to resolution.
• Receive, log and take ownership of all faults. and provide timely, complete and accurate resolution to customer inquiries via email, phone or web calls.
• Monitor and escalate based on SLAs, coordinate with other teams as may be necessary to resolve customer issues within the contracted SLAs.
• Proactively monitor all ipNX owned & installed network elements in corporate customers’ premises.

Prompt Response to inbound calls and emails:

• Ensure initial call assessment, resolution (if possible) or escalate to the appropriate technical group.
• Identify, document and alert supervisor of trends in customer calls.
• Follow up on unresolved complaint/ open tickets to closure.
• Ensure daily updates of all complaints not closed (open tickets) by following up with person(s), units and organizations responsible.
• Timely Escalation/feedback to relevant units.
• Liaise with clients on updates of progress on Service
• Requests and Incidents reports ensuring they are kept up to date.
• Dissemination of information regarding network faulty condition, causes, planned outage period for repair/preventive maintenance.

Preparing Technical Reports:

• Produce periodic error-free service reports in order to inform both management and external clients of service levels achieved and areas of service improvement required.
• Prepare daily incidence summary reports.
• Prepare monthly availability reports for customers.
• Generate outage, fault and utilization reports as well as cause analysis/ reason for outage reports.

Educational Qualifications & Functional Skills

• B.Sc / B.Eng Computer Science / Computer Engineering / Electrical Electronics Engineering (2.2 / Upper Credit at minimum).
• CCNA , CCNP (Desired)
• Strong telecommunications, IP design skills, & in-depth knowledge of IP Network.
• Excellent business communication skills both verbal and written.

Work Experience:

• A hands on experience with the following is a must: IP Routing, MPLS, QOS, VPN.
• Knowledge and experience with network security (IPSec Firewalls) is desirable.
• Experience with Wireless Point-to-Point and Point- to-Multipoint technologies is desirable.
• Candidate must possess excellent customer interface, analytical and presentation skills and be

Other Requirements:

• Customer Focus
• Tech savvy
• Action orientation
• Drive results
• Cultivate Innovation
• Ability to optimize work processes
• Resilience
• Self Development
• Able to influence internal and external organizations.
• Nimble Learning.

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Purpose of the Job

• Primary responsibility for the development and support of the OSS/BSS platform and its integration with
• other systems and applications.

Deliverables (Maximum 5-6 Key Responsibilities)

Expected Key Results (Detailed KPIs) Key Activities
Develop and Build Software and Applications:

• Design, develop, and implement APIs and application modules in support of the OSS/BSS platform and related systems
• Prepare test plan and perform system acceptance testing
• Analyze and troubleshoot issues as part of application support
• Application software configuration, enhancement and adaptation
• Data analysis and develop reports using T-SQL
• Work with the Billing team, Operations team, Product development team and/or other stakeholders to gain understanding necessary for enhancements, maintenance, and problem resolution for existing applications; and maintain continuous awareness of users' needs/expectations relevant to the technical evolutions of the OSS/BSS platform and related systems.

Ensure Feasibility and Usefulness of Projects:

• Analyze OSS/BSS enhancement requests
• Creates work plans, develops schedules, and develops time and cost estimates for projects
• Creates all System Definition Model (SDM) technical documents: Functional Specs, Design docs, etc.

Reporting Prepares routine periodic project status reports and communicates with customers, as needed

• Attends staff and technical meetings for the work unit.

Demonstrate (Key Competencies)

Educational Qualifications & Functional Skills

• Minimum of 2.1 / Upper Credit Bachelor's Degree in Computer Science, Computer Engineering, or Computer Information Systems or any related field or a combination of related experience and education.

Work Experience:

• Hands-on experience with Perl programming, Linux, Postgres RDBMS, and Apache web server required
• Demonstrated experience developing database-driven web applications using PHP, Python, Ruby on Rails, or Java, a plus
• Previous experience with Telco OSS/BSS software. Freeside and FreeRadius, a big advantage
• Experience with software development (user experience) using JavaScript including libraries such as JQuery, Angular, React, Vue etc. XML,
• CSS3.0 (with dynamic, responsive web design with mobile devices), and other related UI technologies (HTML5 etc)
• Strong system integration skills
• Good understanding of web application development using HTTP REST, software standards, software development life cycle and methodologies
• Knowledge of software development process, quality control, and impact assessment
• Demonstrated knowledge in mobile platforms, internet technologies and user interface
• Experience working in a multi-platform (LINUX, Mac-OS and Windows) environment.
• Experience working with version control systems (Subversion, Git).

Other Requirements:

• Strong team player
• Ability to mentor less experienced engineers
• Solid problem solver
• Ability to quickly learn and apply new tool sets, technology and concepts
• Proven ability to organize, prioritize, and manage multiple projects effectively, deal with changing priorities, and to meet deadlines in a rapidly changing, fast-paced environment
• Effective communication and interpersonal skills to present information and ideas clearly and succinctly and to explain various application software and hardware to end users.

Application Closing Date

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Purpose of the Job
Deliverables, Decisionlevel, Demonstrate & Dimensions:

• In the Infrastructure Division of ipNX, The Quality Assurance and Control Officer will be responsible for the Outside Plant Quality Checks. You will be responsible for the Direct Field Quality Checks and snags reporting and clearing for all Project Deployment and Operations Activities in the Outside Plant and provide the necessary escalations to the HOD Infrastructure Quality when required.
• You will aid the Team Lead Quality Assurance and Control to provide up-to-date statuses of quality audits and acceptance testing of completed and ongoing projects within the Infrastructure Division.
• You are tasked with ensuring high levels of customer satisfaction and operational excellence during all levels of engagements with customers and stakeholders, proactively providing support and input when required.
• In addition to the above, you are also required to build capacity and develop teams working with you.

Key Activities:

• Carry Out Spot checks on all Project Deployment and Operations Activities within the Division as required by the Division. These checks include snag lists and snag clearing.
• Escalate all standards and specifications issues noted in the field to the QA/QC Analyst for further actions.
• Provide the necessary field interpretations of the ipNX standards and specifications during project initiation stages.
• Provide weekly quality status reporting on all ongoing projects and operations activities within the Division.
• Provide Quality Assurance of all assigned Survey Contractors' work and make the necessary recommendations.
• Update all As-Maintained Records for the Division.
• Build and maintain a healthy relationship with enterprise customers and stakeholders during all audit and quality-related activities.
• Drive internal and external training initiatives for team members.

Educational Qualifications & Functional Skills
Education:

• B.Eng Civil Engineering or Electrical Engineering.
• Professional Certifications:
• CFOT is an added advantage.

Technical:

• Good Knowledge of Fiber Turnkey Deployments and Civil Works and Materials standards.

Technology:

• Conversant with Microsoft Office Tools, AutoCAD / Visio.
• A good knowledge of GIS will be an added advantage.

Communication:

• Excellent Communication and Presentation Skills.

Work Experience:

• 3 years experience in Turnkey Fiber Deployment and Civil Works standards and specifications.
• Good understanding of Microsoft Office Suite including MS Project.
• Conversant with the Use of CAD and GIS.

Other Requirements:

• Hardworking and Tenacious.
• Resilience.
• Action orientation.
• Tech Savvy.
• Result Driven.
• Excellent Decision Quality.
• Attention to Detail.
• Problem-Solving.
• Analytical.
• Ability to work with teams.
• Customer Focus.
• Self-Development.