Latest Job Vacancies at MainOne

Department: Sales & Marketing
Reporting Line: Customer Service Supervisor

Responsibilities

• The Service Management Officer will be responsible for monitoring and reporting service levels in line with customer contracts, as well as managing assigned accounts and relationships to ensure customer retention and increased network utilization.

Other Responsibilities Include:

• Serve as the primary customer contact for technical and business issues for assigned accounts.
• Manage change requests and contract renewals.
• Manage special requests like bandwidth on demand, relocation, migration, IP address requests, price reduction, additional capacities etc.
• Introduce new product offerings and features.
• Liaise with Sales, Marketing, Technical and other customer-facing functions to implement agreed SLA standards aimed at enhancing customer satisfaction and promoting loyalty.
• Effective monitoring and reporting of customer performance and utilization.
• Regular customer engagement via calls and visits.
• Schedule and attend customer service review meetings as required.
• Initiate discussions on up sell /cross sell and refer to Sales team. Follow up with the technical team to ensure timely equipment
• retrieval from churned clients for re-use.
• Review and reconcile qualified outages or any breach in SLAs especially upon requests.
• Continuously review processes and behaviours across all points of contact with customers to ensure optimal customer satisfaction and identify areas for process improvement.
• Schedule and execute customer service review meetings and attend customer events (as required) for assigned accounts.
• Track/monitor operational issues and follow up with assigned personnel to ensure timely resolution of problems.
• Manage the process for communicating scheduled outage/emergency activities to internal and external customer base on a timely basis, ensuring availability of accurate data for escalation.
• Perform other tasks as may be required
• Ensure customer data is updated and customer activity effectively tracked in Sales force.

Qualifications, Skills & Competencies
Qualifications:

• Bachelor’s degree in a relevant field.
• At least two (2) years of relevant experience.

Competencies:

• Very good interpersonal and relationship building skills.
• Very strong oral and written communication skills.
• Mature and able to coordinate diverse teams and functions in the achievement of a common goal and priority.
• Detailed oriented and able to take ownership of assigned tasks. Accountable and dependable.
• Strong organisation skills
• Proficiency in the use of MS Office suite.
• Ability to develop an in-depth knowledge of MainOne’s product and service offerings.
• Ability to manage difficult situations and customers.
• Ability to read, analyse and interpret general business documents (terms and conditions, technical procedures, etc.)
• Keen attention to detail.
• High level of integrity and professionalism, especially in dealing with highly confidential information.
• Time and priority management skills.
• Very good analytical and problem solving skills.

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Department: Technical
Reporting Line: Transmission Manager
Number to Hire: 2

Responsibilities

• The Building Management System (BMS) Engineer will be responsible for the day to day operations and monitoring of the MDXi Lekki Data Center, comprising of Data Center electrical & mechanical components such as CHILLERS, CRAC/CRAH VESDA & FM200, Access Control, CCTV, Water Leakage Detection etc., equipment within and outside Lagos. From a technical support’s standpoint, the resource will work closely with technical team.

In addition, the BMS Engineer will be responsible for the following:

• Knowledge of BMS server, DCIM Server, NVR, CHILLERS, CRAH/CRAC, VESDA & FM200, Access Control , CCTV Systems, HVAC Systems, intrusion detection etc.
• Monitoring and reporting of All Electrical systems (Energy Meters, UPS, PDU, Feeders & Transformers) Reading and Consumption According daily, weekly and monthly.
• Monitoring and reporting of all mechanical systems (Chillers, CRAH/CRAC, AHU, Access Control etc.), daily, weekly and monthly.
• Preparation and Submission of Daily, Weekly and Monthly Reports.
• Troubleshoot and fix day to day operational problems pertaining to BMS system.
• Support for Reviews & Audits, Audit tracker updating and coordination.
• Ensuring that the team is meeting the SLAs with internal clients in all aspects.
• You will support and ensure that all applicable security standards - including the ISO9001, ISO27001 (ISMS), PCI Data Security Standard (PCI DSS) are duly complied with for quality assurance.

Qualifications, Skills & Competencies

• B.Sc in Electrical and Electronics/Mechanical/Computer Engineering or other relevant disciplines with at least 2-5 yrs work experience.
• Understanding of electrical, mechanical and telecommunications principles, transmission, and IP networks etc.
• knowledge of structured cabling.
• Good communication & interpersonal skills, multitasking with an ability to interact with a wide range of people and be a good team player and a positive frame of mind and be open to acquiring new skills

Demand on the Job:

• Ability and willingness to work long hours and meet tight deadlines.
• Ability to work under none or minimal supervision.
• Maybe required to work weekends and in shifts.