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
- Provide first-level off-site technical support for all ipNX services, ensuring excellent customer service and satisfaction.
Key Responsibilities
- Incident Management (First Call Resolution)
- Manage service request life-cycle
- Monitor and escalate based on SLAs
- Proactively monitor ipNX network elements
- Ensure timely resolution of customer inquiries and faults
- Follow up on unresolved complaints and open tickets
Key Activities
- Receive, log, and take ownership of service requests and faults
- Respond to inquiries via email, phone, or web calls
- Coordinate with other teams to resolve customer issues
- Monitor network elements and respond to inbound calls and emails
- Identify and alert supervisor of trends in customer calls
- Follow up on open tickets and provide timely updates to clients
- Prepare technical reports and service level reports
Key Competencies
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 Network
- Excellent business communication skills
Work Experience:
- Hands-on experience with IP Routing, MPLS, QOS, VPN
- Knowledge and experience with network security (IPSec Firewalls)
- Experience with Wireless Point-to-Point and Point-to-Multipoint technologies
Other Requirements:
- Customer Focus
- Tech savvy
- Action orientation
- Drive results
- Cultivate Innovation
- Ability to optimize work processes
- Resilience
- Self Development.
Method of Application
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