Alfred & Victoria Associates is one of Nigeria’s leading ICT solution based company. Our company offers a wide range of services which are in high demand of today’s emerging market.
Job Summary
- The Field Coordinator is responsible for managing the lifecycle of service tickets, ensuring they are handled efficiently and effectively from receipt to completion.
- This role involves analyzing incoming tickets, assigning them to appropriate field engineers, providing necessary technical support, and ensuring compliance with service timelines and policies.
Key Responsibilities
Receive/Analyze/Assign Tickets:
- Monitor and receive incoming service tickets through the Customer Care Management (CCM) system.
- Acknowledge receipt of tickets and ensure the intent of the ticket is well understood.
- Review the details of each ticket to understand the issue, urgency, and required expertise.
- Categorize and prioritize tickets based on established criteria.
- Identify the appropriate field engineer for each ticket based on their skillset, location, and current workload.
- Assign tickets to the selected field engineer and communicate assignment details.
Follow Up with Engineers:
- Maintain regular communication with field engineers to monitor the progress of assigned tickets.
- Ensure engineers adhere to the expected time of arrival (ETA) and service completion timelines.
- Address any issues or delays that may arise during the service process.
Provide Technical Support:
- Offer technical guidance and support to field engineers as needed to resolve issues efficiently.
- Serve as a point of escalation for complex or unresolved technical problems.
Receive Reports from Engineers:
- Collect detailed reports from field engineers upon the completion of each service ticket.
- Review reports to ensure accuracy, completeness, and adherence to company policies.
Update Tickets:
- Enter report details and any additional notes into the ticketing system.
- Update the status of each ticket to reflect current progress and completion.
Send Reports to Concerned Department:
- Distribute completed and verified reports to the relevant departments or stakeholders.
- Ensure timely and accurate communication of service outcomes.
Education & Qualifications
- Degree: BSc / HND in Computer Engineering or Telecommunications
- Skills: Strong communication skills, both written and verbal
- Attributes: Independent problem solver with strong team orientation
- Decision Making: Capable of making solid, fact-based decisions under pressure
- Environment: Ability to work in a high-pressure technical environment
- Experience: Technical experience in telecommunication field operations
- Technical Knowledge: Technical background or experience in RF, WLAN, and LAN.
- Certifications: Cisco Certified Network Associate (CCNA) is a plus.
Work Environment:
Office-based:
- Interaction with field engineers, technical staff, and other departments.
Salary
Attractive.
Method of Application
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