Solution Research 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 Summary

• The Solutions & Research Engineer is responsible for ensuring efficient service delivery to the customers and ensuring customer satisfaction for all new services and support-related services.
• He will have the responsibility of contributing to the research, design, and implementation of functionality that will propel ipNX products and market-leading solutions to the next level.
• Also, he is to Provide technical support through collaborative partnerships to deliver high-quality and reliable network performance.

Responsibilities

• Restore service failures for Corporate Customers within 4 hours of its occurrence.
• Understand implementation and integration of technical hardware and software solutions.
• Provide high level system design and the development of proofs of solution and value.
• Restore service failures for Retail Customers within 24 hours of its occurrence.
• Ensure Research & Solutions management, system requirement analysis, option and scenario evaluation are carried out.
• Demonstrate solution-based thinking – leading to quick problem/issue resolution on a day-to-day basis, responding to queries, updating on progress.
• 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: Plan and execute nodes/segment that require preventive maintenance on the network.
• Plan and execute nodes/segment that require preventive maintenance on the network.
• Conduct collaborative system specifications, system integration, and evaluation of system functions.
• Provide user support by diagnosing network and device problems and implementing technical or procedural solutions.
• Execute multi-tiered process across prioritized work efforts to optimize execution excellence.
• Proactively identify insight needs driven by strategic imperatives and translate into meaningful strategic recommendations.
• Test and evaluate hardware and software to determine efficiency, reliability, or compatibility with existing systems.
• Provide technical support for the network surveillance, provisioning, installation and repair of infrastructures, sales, sales engineering, and marketing departments.
• Audit and collate information for the fiber outside plant network.
• Prepare the as-maintained documentation within region/subregion managed for the O&M Unit.
• Monitor network performance and investigate anomalies in the system and resolve issue.
• Optimize network uptime and promptly repair network failures.
• Audit and collate information for the fiber outside plant network.
• Prepare and implement Method of Procedures (MOPs) and update network documentation based on changes in network topology.
• Investigate, design, plan, and coordinate implementing infrastructure technology for IT networks.
• Document and communicate / escalate critical issues and recommending quick solutions to minimize business disruption due to infrastructure support issues.
• Drafting of progress reports which must be clear, concise, comprehensive, and easy-to-understand by stakeholders and key decision makers.
• Contribute towards prospect specific inquiries/scoping projects around implementation, Support models, technical configuration, security and/or data integration.
• Execute solutions and use cases that leverage ipNX product integrations that generate business value.
• Research actively the applications of new theories, techniques, and technologies that can drive innovation.
• Critically assess the performance and impact of current products, suggesting and implementing adaptations where appropriate.
• Work with Engineering teams in order to facilitate technology transfer from research to product
• Adhere to controls to provide security for operating systems, software, and data.
• Maintain technical documentation and database information for the all networks and circuits.
• Manage maintenance and repair programs, making sure systems don't break down.
• Ensure new equipment meets regulatory and client’s requirements.
• Participate in relevant training webinars to understand recent release functionality, demonstration environment configuration and behavior.
• Monitor and analyze system performance, such as network traffic, security, and capacity.
• Monitor network performance and investigate anomalies in the system and resolve issues.
• Optimize network uptime and promptly repair network failures.
• Interface effectively with customers, other departments and managers to resolve customer problems.
• Conduct and support training sessions with members inside and outside of the organization.
• Track contractor performance, including billing against budget and contract.
• Deliver network designs and customer solutions based on a set of requirements.
• Partner with local technical operations staff to maintain, revise, and track process/operations documentation

Qualifications and skills

• BEng Computer Engineering, BEng Electrical Electronics or any IT related degree. (2.2/ Upper Credit Minimum)
• CCNA (Cisco Certified Network Associate); CCNP (Cisco Certified Network Professional)
• MSc involving Engineering, Sciences, Mathematics or similar fields
• Industry Certifications in AWS, CISSP, CCDP, CCNP, and CCIE
• 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 team
• Design and analytical troubleshooting of LAN, WAN network and Internet-data architecture with good knowledge of routing protocols (EIGRP, 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 problem and optimize network performance where necessary.
• Ability to confidently communicate with personnel at all levels of the organization.
• Extensive technical knowledge deploying and managing network and infrastructure environment.
• Well organized, articulate and has numerate skills.
• Knowledge of network hardware configuration and management, including routers, firewalls, switches etc.
• Ability to quickly learn, understand, and work with new emerging technologies, methodologies and solutions in the cloud/IT technology space.
• Excellent analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and develop business cases.
• Have an entrepreneurial spirit.
• Pre-Sales & Post-Sales Management.
• Project management skills also desirable.

Experience:

• 3 years of experience with Fiber to the Home (FTTH) infrastructure, and experience in construction on new outside and inside plant (OSP/ISP) fiber infrastructure
• Experience presenting technical concepts to a general audience
• Basic experience with basic configurations of enterprise or carrier grade networking equipment such as routers, switches, firewalls, encoders, optics, and Dense Wavelength Division Multiplexing (DWDM)
• Previous commercial engineering experience
• Experience in technical consulting and customer handling
• Proven experience in data analytics, statistical methods and models
• Experience and knowledge related to different research methodologies and comfort in how these approaches would work
• Experience working in a Service Provider environment and providing technical support to end customer solutions
• Knowledge and understanding of the Nigerian and global Information Technology Industry Especially Telecommunications

Method of Application