Service Fulfillment 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.

Purpose of the Job (Brief)

• To improve on the SLAs with customers by reducing the MTTR which also translates to improved service to customer
• DDeliverables deliverables

Expected Key Results (Detailed KPIs)
Key Activities:

• Corporate/FOS Incident Management
• Corporate Customers: Restore service failures within 4 hours of its occurrence.
• Retail Customers: Restore service failures within 24 hours of its occurrence.
• Incident Management Communication: Provide prompt feedback for input into the OTRS Application with information relating to activities being carried out to resolve customer service incidents.
• Preventive Maintenance
• Identify, plan and execute nodes/segment that require preventive maintenance on the network.
• Resale Engineering
• Liaise with NSD in preparing bid documents and preparing technical documentation for presentation during presales engagement.
• Report Management
• Ensure weekly support status reports are done and submitted timely for review.
• Back Office Support
• Provide backend support to FSE in integrating new customers to the network or providing customer’s link upgrade.
• Project Implementation Management
• Timely delivery and completion of Assigned projects.
• Draft out project implementation plan (PIP) for new projects and installations and ensure strict adherence.
• Managing Pre-Installation procedures (site survey), and actual Installation, integration and maintenance of microwave radio links.
• Inventory Management
• Ensure no stock-out of tools and materials for network implementation and for fault support.

Demonstrate (Key Competencies)

• Technical Site Survey (TSS) on the fiber & microwave radio platforms using tools like GPS, Compasses and Microwave link budget software for data collection and analysis.
• Implementation and integration of new projects.
• FTTH implementation and troubleshooting.
• Work closely with the fiber activation and backbone extension teams in the end-to-end delivery of projects.
• Ensure new projects are signed off and submitted to Billing Unit for subsequent invoicing.
• Provide technical expertise and leadership in the areas of IP network design, implementation, optimization, and maintenance to support voice, data, and/or video networks in differing stages of development.
• Identify and implement equipment and solutions for creating and supporting IP networks for a variety of environments that require the use of wired and wireless transmission technologies.
• Work closely with related departments, partners, and Vendors to deliver high quality and reliable network performance.
• Evaluate user needs, systems, and new technologies to recommend the most effective communication and transmission systems.
• Research and evaluate network/systems, performance capacity, and compatibility with existing systems. Install, configure, maintain, and support network equipment and network operating systems (e.g., routers, bridges, servers, switches, and/or port connectors).
• Recommend and modify network configuration to improve efficiency and cost effectiveness.

Educational Qualifications & Functional Skills

• Academic: BEng Computer Engineering, BEng Electrical Electronics or any IT related degree (2.2/Upper Credit Minimum).
• Professional: CCNA (Cisco Certified Network Associate); CCNP (Cisco Certified Network Professional).
• Customer-centric and stakeholders’ management.
• Good LAN/WAN network design and implementation skills.
• Ability to solve complex problems in the shortest available time using honed analytical skills.
• Good interpersonal skills with customers, vendors, and members of the team.
• Design and analytical troubleshooting of LAN, WAN network and Internet-data architecture with good knowledge of routing protocols (EIGRP, BGP, OSPF, RIP, etc).
• Good knowledge of installation and configuration of core network devices and its relevant integration to the network (LAN, MAN & WAN).
• Ability to use network monitoring/optimization devices (software/hardware) to proffer solutions to network-related problems and optimize network performance where necessary.
• Understanding of the base station power supply (dc and ac) architecture and interconnectivity of relevant power devices/components.
• A hands-on experience with IP Routing, MPLS, QOS, VPN, DMVPN.
• Knowledge and experience with network security (IPSec Firewalls) is desirable.
• A hands-on experience with OSPF and BGP is desirable.
• Experience with Wireless Point-to-Point and Point-to-Multipoint technologies is desirable.
• Must be able to follow multiple simultaneous projects to completion with minimal supervision.
• Experience with leading inter-departmental negotiations, consensus building to reach common technical solutions.
• Strong telecommunications transmission skills (both Optical and wireless), IP design skills, in-depth knowledge of IP Network Troubleshooting.
• Candidate must possess excellent customer interface, analytical, and presentation skills and be able to influence internal and external organizations.
• Hardworking and Tenacious.
• Performance-driven.
• Sharp analytical and logical reasoning.
• Work effectively with own initiative and with minimal supervision and also as a part of a team.

Work Experience:

• At least 2 years in the telecommunications industry.

Other Requirements:

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

Dimensions

• Financial Dimensions:
  • Budget: Yes.
  • PO Approval: Not specified.
• Other Dimensions:
  • No. of vendors: 3.
  • No. of direct reports: 7.

• Impact of position:

  • Impact on customers: Mainly External & Internal.
  • Approvals: Reporting Manager, Functional Head.

Method of Application