Network Support Engineer

1 month ago

Abuja, Nigeria ipNX Nigeria Limited Full time

ABOUT THE COMPANY

ipNX is one of Nigeria’s fastest growing Information and Communications Technology companies, serving a multitude of needs across enterprises, small businesses and residents with innovative, world-class services. Our ability to identify, satisfy and exceed today’s market needs is a testament to over a decade of experience, our commitment, drive and passion realized through highly skilled and well seasoned professionals. As a pioneer and a leading Fibre-To-The-Home (FTTH) operator in Nigeria, we currently provide a number of solutions to various industries and market segments using industry-leading technology (such as our very own Fibre-To-The-Home (FTTH) cable technology) as our core access network infrastructure and fixed wireless radio services (via licensed frequency). We also proffer complementary IT solutions, with a view of covering key commercial and suburban regions. Vision

JOB SUMMARY

Educational Qualifications & Functional Skills:B.Sc / B.Eng in Computer Science / Computer Engineering / Electrical-Electronics Engineering (2.2/Upper Credit at minimum)CCNA, CCNP (Desired)Strong telecommunications, IP design skills, and in-depth knowledge of IP NetworkExcellent business communication skillsWork Experience:Hands-on experience with IP Routing, MPLS, QOS, VPNKnowledge and experience with network security (IPSec Firewalls)Experience with Wireless Point-to-Point and Point-to-Multipoint technologiesOther Requirements:Customer FocusTech savvyAction orientationDrive resultsCultivate InnovationAbility to optimize work processesResilienceSelf Development

RESPONSIBILITIES

Provide first-level off-site technical support for all ipNX services, ensuring excellent customer service and satisfaction.Key ResponsibilitiesIncident Management (First Call Resolution)Manage service request life-cycleMonitor and escalate based on SLAsProactively monitor ipNX network elementsEnsure timely resolution of customer inquiries and faultsFollow up on unresolved complaints and open ticketsKey Activities:Receive, log, and take ownership of service requests and faultsRespond to inquiries via email, phone, or web callsCoordinate with other teams to resolve customer issuesMonitor network elements and respond to inbound calls and emailsIdentify and alert supervisor of trends in customer callsFollow up on open tickets and provide timely updates to clientsPrepare technical reports and service level reports

REQUIRED SKILLS

Technical support, IT support, Customer support, CRM systems, Troubleshooting, Networking

REQUIRED EDUCATION

Bachelor's degree

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