Network Operations and Support Technician

Aldreda Fields Limited (AFL Networks) is licensed by the Nigerian Communications Commission (NCC) to provide Metropolitan Fibre Cable Network Services in Nigeria. AFL Networks provide Open Access Fibre Infrastructure-as-a-Service for delivery of digital services to consumers by ISP's and other media content providers. We are Pioneers, innovators and Provider of Future-Proof technology for delivery of World Class Broadband Services in Nigeria.

We are recruiting to fill the position below:

Job Position: Network Operations and Support Technician

Job Location: Lagos

Employment Type: Full-time

Key Accountabilities Responsibilities

Network Performance:

• Monitor all networks 24/7 to ensure optimal performance; faults detection, analysis, troubleshooting, escalation and resolution of all Base Station Subsystems or Nodes Such BTS, BSCs and Power Equipment's (Intrusion, Rectifiers etc)
• Provide real time performance/management of all Base Station Subsystems (BTS) network elements for effectiveness and provision of daily reports for the next action to be carried out to improve network quality.
• Identify malfunctioning BSS network element for overall efficiency using various management tools.
• Escalate unresolved site issues to the NOC/Support Coordinator and/or Manager
• Provide solution and analyse all faults (proactive/reactive) to all power related issues at BTS sites; escalating where faults cannot be fixed and working within committed Service Level Agreement (SLA).
• Ensure that power related alarms, high temperature alarms, smoke alarms and intruder alarms on cell sites are correctly escalated and followed up until there is a resolution in line with the Service Level Agreement (SLA).
• Assign faults tickets to the appropriate field engineers/technicians and follow up on tickets to ensure a speedy response as stated in the Service Level Agreement (SLA).
• Review and general clean-up of Ticket queue.
• Monitor real time site alarms
• Collate and prepare hourly reports on network monitoring, problem resolution and site outage recorded at all sites.
• Maintain excellent network performance by using AFL's software.
• Integrate and configure all BTS Sites to the Company's software, while testing its performance.
• Improve overall system efficiency using the Central Monitoring System (CMS Software) by running appropriate command to check power alarms and specific status of site in real time.

Operations & Maintenance:

• Capture all sites that are down using various monitoring tools and escalate to the appropriate team for resolution.
• Acknowledging of all alarms from Base Transceiver Stations (BTS).
• Resolve access issues and control access permission for field engineers/ technicians.
• Use the approved application to log external alarm and closure of ticket logged by NSMC.
• Verify alarm from the monitoring tool and escalate to the appropriate Maintenance team, Regional Maintenance Supervisor etc. for resolution.
• Monitor and escalate procedures relative to the appropriate Service Level Agreement (SLA).

Reporting:

• Prepare daily, weekly and monthly reports on network activities in relations to operations of passive infrastructure.
• Ensure all docket information are captured in activity log
• Record and track incidents and complaints
• Collate and report weekly outages, alarm and backups and send to NOC Coordinator and/or Manager.
• Real-time Ticket opening, lodgement, updating and closure using respective application
• Measure KPIs of the Networks and report variance Stakeholder Management
• Support to resolve customer's complaint.
• Manage relationship with suppliers, vendors, internal clients and partners.
• Liaise with field engineers/technicians and subcontractors to ensure uninterrupted services at the operator's base stations.

Key Performance Areas

• Financial
• Network downtime Process
• Turnaround Time
• Operational Efficiency
• Quality Assurance
• Customer
• Internal & External Customer Satisfaction
• Customer Complaint Management Learning & Growth
• Self & Team Development – competency development; skills improvement

Education/ Professional Qualification

• Bachelor's Degree or equivalent in Electrical Engineering, Mechanical Engineering or related fields
• Technical knowledge on Network Elements
• Basic troubleshooting skills on network elements.
• Word, Microsoft Excel, Microsoft Outlook.
• Cisco certifications and VoIP fundamentals a plus
• Experience in different network vendor area such as transmission

Experience:

• 1-3 years of experience in networks operations in the telecommunication / GSM environment.
• Knowledge of Telecommunications Legislation (Telecommunications Act, Code of Practice etc.)

Key Skills & Competence Requirements:

• Functional/ Technical:
• Detail oriented.
• Proactive and good commercial acumens
• Handle high levels of stress
• Mature judgment
• Good coordination skills
• Problem Solving Skills
• Strategic orientation
• Good planning skills
• Multi-tasking

Skills Behavioural:

• Results orientation
• Analytical thinking
• Cultural awareness.