Job ID   28
Department   Service Assurance
Location   Lagos

Department: Service Assurance
Function: Technical Support
Reporting to: Service Assurance Manager
Travel Frequency:  Seldom
 

Purpose of the Job (Brief)
Provide advanced (2nd) level off-site technical support for all ipNX services:  Data connectivity, Internet services, and Voice services etc. To consistently provide a high level of excellent customer service and support ensuring customers satisfaction.   

Expected Key Results 

• Incident Management (Complex/advance Call Resolution)
• Prompt Response to inbound calls and emails
• Timely Escalation/feedback to relevant units.
• Preparing Technical Reports

Educational Qualifications & Functional Skills:

• (B.Sc/B.Eng) Computer Science/Computer Engineering /Electrical-Electronics Engineering CCNP
• Advanced level knowledge of telecommunications, IP design, and implementation skills, & in-depth knowledge of IP Network.
• Ability to find the solution to complex network problems through creative thinking, analytical reasoning and past experiences along with available resources and information.
• Resourceful team player who excels at building trusting relationships with customers and colleagues
• Innovative problem-solver who can generate workable solutions and resolve complaints.
• Excellent business communication skills both verbal and written.

Work Experience:

• Internetworking Voice and Data Advanced VoIP Protocol Analysis and    Troubleshooting, TCP/IP Protocol Analysis and Troubleshooting, Linux and Windows operative systems
• A hands-on experience with the following is a must: IP Routing, MPLS, BGP, QOS, VPN technologies both layer 2 and 3.
• At least 4 years work experience in similar role.
• 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 able to influence internal and external organisations

Other Requirements:

• Customer Focus
• Tech savvy
• Action orientation
• Drive results
• Cultivate Innovation
• Ability to optimize work processes
• Resilience
• Self Development
• Nimble Learning