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Field Coordinator

3 months ago

Lagos, Nigeria Alfred and Victoria Associate Full time

ABOUT THE COMPANY

ALFRED & VICTORIA ASSOCIATES is one of Nigeria’s leading ICT solution based company. Our company offers a wide range of services which are in high demand of today’s emerging market. AVA has three major arms which have been streamlined to meet our customer’s needs. The three major arms are; Consulting Human Resources Consulting, Project Management Consulting & IT Services Consulting Recruitment Corporate Recruitment, Head hunting Services & Outsourcing Recruitment Services Training Professional Trainings (Virtual Live Class, Recorded Classes, Classroom and Private Classes)

JOB SUMMARY

Degree: BSc / HND in Computer Engineering or TelecommunicationsSkills: Strong communication skills, both written and verbalAttributes: Independent problem solver with strong team orientationDecision Making: Capable of making solid, fact-based decisions under pressureEnvironment: Ability to work in a high-pressure technical environmentExperience: Technical experience in telecommunication field operationsTechnical Knowledge: Technical background or experience in RF, WLAN, and LAN.Certifications: Cisco Certified Network Associate (CCNA) is a plus.Work Environment:Office-basedInteraction with field engineers, technical staff, and other departments.

RESPONSIBILITIES

The Field Coordinator is responsible for managing the lifecycle of service tickets, ensuring they are handled efficiently and effectively from receipt to completion.This role involves analyzing incoming tickets, assigning them to appropriate field engineers, providing necessary technical support, and ensuring compliance with service timelines and policies.Key ResponsibilitiesReceive / Analyze/Assign Tickets:Monitor and receive incoming service tickets through the Customer Care Management (CCM) system.Acknowledge receipt of tickets and ensure the intent of the ticket is well understood.Review the details of each ticket to understand the issue, urgency, and required expertise.Categorize and prioritize tickets based on established criteria.Identify the appropriate field engineer for each ticket based on their skillset, location, and current workload.Assign tickets to the selected field engineer and communicate assignment details.Follow Up with Engineers:Maintain regular communication with field engineers to monitor the progress of assigned tickets.Ensure engineers adhere to the expected time of arrival (ETA) and service completion timelines.Address any issues or delays that may arise during the service process.Provide Technical Support:Offer technical guidance and support to field engineers as needed to resolve issues efficiently.Serve as a point of escalation for complex or unresolved technical problems.Receive Reports from Engineers:Collect detailed reports from field engineers upon the completion of each service ticket.Review reports to ensure accuracy, completeness, and adherence to company policies.Update Tickets:Enter report details and any additional notes into the ticketing system.Update the status of each ticket to reflect current progress and completion.Send Reports to Concerned Department:Distribute completed and verified reports to the relevant departments or stakeholders.Ensure timely and accurate communication of service outcomes.

REQUIRED SKILLS

Telecom industry standards, Wide area networks (WAN), Network operating centre (NOC), Engineering, Technical support

REQUIRED EDUCATION

Bachelor's degree