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.
Main Responsibilities
- Provide first level off-site technical support for all ipNX services, including Internet service, Voice, Connected Home, and Office.
- Ensure a high level of excellent customer service and support to maintain customer satisfaction.
- Manage the service request life-cycle, including receiving, logging, and taking ownership of general service requests and progressing to resolution.
- Receive, log, and take ownership of all faults and respond to Operations & Maintenance Lead Retail TAC Engineer to provide timely, complete, and accurate resolution to customer inquiries via email, phone, or web calls.
- Monitor and escalate issues 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 initial call assessment, resolution (if possible), or escalate to the appropriate technical group.
- Identify, document, and alert the supervisor of trends in customer calls.
- Ensure daily updates of all complaints not closed (open tickets) by following up with persons, units, and organizations responsible.
- Produce periodic error-free service reports to inform management and external clients of service levels achieved and areas requiring service improvement.
- Prepare daily incidence summary reports.
- Prepare monthly availability reports for customers.
- Generate outage, fault, and utilization reports, as well as cause analysis and reason for outage reports.
Educational Qualifications & Functional Skills
- B.Sc / B.Eng in Computer Science, Computer Engineering, or Electrical Electronics Engineering (minimum of 2.2 / Upper Credit).
- CCNA and CCNP certifications (Desired).
- Strong telecommunications and IP design skills, with in-depth knowledge of IP Networks.
- Excellent business communication skills, both verbal and written.
Work Experience:
- Hands-on experience with IP Routing, UTM, VPN, and Home-Networking is a must.
- Knowledge and experience with network security are desirable.
- The candidate must possess excellent customer interface, analytical, and presentation skills.
Method of Application
Signup to view application details.
Signup Now
