Network Support Engineer at IpNX Nigeria Limited

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.

Job Description

• 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 customer satisfaction.

Duties and Responsibilities

• Manage Service request life-cycle: receive, log and take ownership of all general Service Requests and progress to resolution.
• Monitor and escalate based on SLAs, coordinate with other teams as may be necessary to resolve customer issues within the contracted SLAs.
• Proactively monitor all ipNX owned & installed network elements in corporate customers’ premises.
• Ensure daily updates of all complaints not closed (open tickets) by following up with person(s), units and organizations responsible.
• Produce periodic error-free service reports in order to inform both management and external clients of service levels achieved and areas of service improvement required.
• Prepare daily incidence summary reports.

Requirements

• B.Sc/B.Eng Computer Science Computer Engineering /Electrical-Electronics engineering (2.2/Upper Credit at minimum).
• CCNA , CCNP (Desired)
• Strong telecommunications, IP design skills, & in-depth knowledge of IP Network.
• Excellent business communication skills both verbal and written.
• A hands on experience with the following is a must: 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.

Method of Application