Job ID   22
Department   Enterprise Service Management
Location   Lagos

JOB DESCRIPTION

Function: Technical Support
Reporting to: Team Lead, Enterprise Service Management,
Work Schedule: Shift
Travel Frequency:  Seldom

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 customers satisfaction.  

Expected Key Results (Detailed KPIs)

• Incident Management (First Call Resolution)​​​
• Prompt Response to inbound calls and emails
• Follow up on unresolved complaint/ open tickets to closure
• Timely Escalation/feedback to relevant units.
• Preparing Technical Reports

 

• Educational Qualifications & Functional Skills:
  • (B.Sc/B.Eng) Computer Science/Computer Engineering /Electrical-Electronics engineEngineering
  • 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) are 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 able to influence internal and external organizations
• Other Requirements:
  • Customer Focus
  • Tech savvy
  • Action orientation
  • Drive results
  • Cultivate Innovation
  • Ability to optimize work processes
  • Resilience
  • Self Development
  • Nimble Learning