ipNX Nigeria Limited is a leading provider of infrastructure-based Telecommunications and Information Technology services here in Nigeria. Leveraging more than a decade of experience, the company was formed by the divestment of the telecommunications services division of Telnet Nigeria Limited and has been in operation for many years. ipNX currently provides a range of communications and IT services to Corporate organizations within Nigeria on its IP (Internet Protocol) based communications network using both radio and satellite communications technologies. As part of its growth strategy, ipNX seeks to also extend its services to small and medium sized businesses and residential customers. In the long term, ipNX has determined that it needs also to have a strategic presence in the wire line market to ensure that we will be able to provide future services, which require high bandwidth in the last mile.
Purpose of the Job (Brief)
- Provide first-level off-site technical support for all ipNX services, including Voice, Data connectivity, Internet services, Wimax services, etc. Consistently deliver a high level of excellent customer service and support, ensuring customer satisfaction.
Key Responsibilities (Deliverables)
- Incident Management (First Call Resolution)
- Manage service request life-cycle: receive, log, and take ownership of all general service requests, progressing to resolution.
- Respond to faults, providing timely, complete, and accurate resolution to customer inquiries via email, phone, or web calls.
- Monitor and escalate based on SLAs, coordinating with other teams as necessary to resolve customer issues within contracted SLAs.
- Proactively monitor all ipNX-owned and installed network elements in corporate customers’ premises.
- Ensure prompt response to inbound calls and emails.
- Follow up on unresolved complaints/open tickets to closure.
- Timely escalation/feedback to relevant units.
- Liaise with clients on updates of progress on service requests and incidents reports.
- Prepare technical reports.
- Produce periodic error-free service reports.
- Generate outage, fault, and utilization reports, along with cause analysis/reason for outage reports.
Educational Qualifications & Functional Skills
- B.Sc / B.Eng in Computer Science/Computer Engineering/Electrical-Electronics Engineering (2.2/Upper Credit at minimum).
- CCNA, CCNP (Desired).
- Strong telecommunications, IP design skills, and in-depth knowledge of IP Networks.
- Excellent business communication skills, both verbal and written.
- Work Experience:
- Hands-on experience with IP Routing, MPLS, QOS, VPN.
- Knowledge and experience with network security (IPSec Firewalls) is desirable.
- Experience with Wireless Point-to-Point and Point-to-Multipoint technologies is desirable.
- Excellent customer interface, analytical, and presentation skills
Method of Application
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