Jobs at IpNX Nigeria Limited

Job Summary

• We are currently seeking a network support Engineer to join our Team. The Ideal candidate will Provide first level off-site technical support and resolution for all ipNX services: Voice, Data connectivity, Internet services, services etc.
• To consistently provide a high level of excellent customer service and support, ensuring customer satisfaction.

Responsibilities

• 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. Respond to 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, ensure initial call assessment, resolution (if possible) or escalate to the appropriate technical group, Identify, document and alert supervisor of trends in customer calls
• Ensure daily updates of all complaints not closed (open tickets) by following up with person(s), units and organizations responsible.
• 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.
• 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.
• Identify problem incident based defined SOP, Track to closure identified problem incidents based on defined SOP (Standard Operating Procedure), Track internal changes from service partners and internal network operation teams based on defined SOP, Initiate and manage change control as required.

Requirements

• B.Sc / B.Eng in Computer Science/Computer Engineering / Electrical-Electronics Engineering (2.2/Upper Credit at minimum).
• CCNA , CCNP (Desired), iTIL (Desired)
• Strong telecommunications, IP design skills, & in-depth knowledge of IP Network.
• Good knowledge Network Monitoring Systems (NMS), Ticketing Systems, Service Management platforms Excellent business communication skills both verbal and written
• A hands-on experience with the following is a must: IP Routing, MPLS, QoS, VPN, VoIP
• Knowledge and experience with network security (IPSec Firewalls) is desirable.
• Experience with Wireless Point-to-Point and Point to-Multipoint technologies is desirable.
• A hands-on experience with network monitoring platforms and Incident management tools
• Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations.

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Job Summary

• We are seeking a sales account manager to join our team.
• The Account Manager will maintain and grow the business and client base on an ongoing and project basis, will create and maintain relationships with existing and potential clients, develop strategic solutions and plans that best fit the business needs within the Lagos Island.
• Build and maintain productive business relationships with key decision makers to understand the Customers’ strategic direction and identify opportunities. Focus on growing and developing existing clients, by exploring and driving Business opportunities that will give ipNX a larger share of the Customers’ wallets.

Responsibilities

• Develop and maintain strategic long-term trusting relationships with high volume clients to accomplish organic growth and long-term company objectives.
• Develop and implement marketing strategies and ensure that coherent and consistent strategies are employed in all serving and/or maintenance transactions and relationships.
• Interact with key decision makers, Initiate and bring forward strategic engagement plans to retain and grow business within key accounts.
• Provide annual plan on how to increase share of wallet and win new business within each allocated accounts.
• Develop a deep understanding of the client’s priorities, strategies and ensure ipNX add value across the broader organization.
• Develop and implement effective account strategies including relationship mapping, management of opportunity pipeline and generation of service offerings.
• Maintain knowledge and awareness of competing products/services, discount and pricing structures, and overall strengths and weaknesses in order to determine how best to service and motivate key accounts to stay with the business.
• Maintain data and information relevant to key accounts for the purpose of conducting analyses that influence account-specific decision making.
• Maintain, deliver and present forecasting models, metrics, reports, analyses, and dashboards to drive key business decisions within the Account.
• Maintain good public relations with current and prospective customers within the Accounts.
• Ensure that profitable sales volume and strategic objective targets are met for the assigned key accounts.
• Co-ordinate with relevant technical and service delivery teams to ensure excellent service delivery to the customer
• Effective Project Management, Business Profitability and Thorough Understanding of Customers’ needs

Qualifications and Requirements

• A Bachelor’s degree in Sales, Business Management, Communications, Marketing, Customer Relationship Management, Business Administration or any other related field (2.1/Upper Credit)
• At least 5 years of Key Account Management experience
• 5 - 7 Years’ experience in managing strategic Accounts
• Proven experience of driving opportunities through to revenue
• Strong commercial acumen both in terms of managing pipeline and challenging/coaching teams through the sales process
• A strong knowledge of Pursuit or another relationship/ sales methodology
• Exhibits sound business judgment, a proven ability to influence others, strong analytical skills, and a proven track record of taking ownership, leading data-driven analyses, and influencing results
• Ability to penetrate accounts and meet with stakeholders within accounts/sectors
• Capability to be a structured thinker with a strong analytical approach.
• Excellent research, problem solving, and analytical skills, including excellent PowerPoint and Excel capabilities, with impeccable analytical and business judgment