Network Support Engineer @ ipNX Nigeria Limited

Engineering
Ibadan
February 4, 2025
Full Time
Application deadline closed.

Job Description

Jobs in Ibadan, Nigeria.

Job Summary

We are looking for a Network Support Engineer to join our team. The ideal candidate will be responsible for delivering first-level off-site technical support and resolving issues across all ipNX services, including Voice, Data Connectivity, and Internet Services. The goal is to maintain high customer satisfaction by providing consistent, excellent service and support.

Responsibilities

  • Manage the lifecycle of service requests: log, take ownership, and drive them to resolution.
  • Handle faults by logging, taking ownership, and responding promptly to customer inquiries via email, phone, or web calls, providing accurate solutions.
  • Monitor and escalate issues as necessary based on SLAs, collaborating with other teams to resolve customer issues within contracted timelines.
  • Proactively oversee ipNX network elements at corporate customers’ locations, assess initial calls, resolve issues when possible, or escalate to the appropriate technical team. Identify trends in customer calls and alert supervisors.
  • Ensure open tickets are followed up and updated regularly, coordinating with relevant teams or individuals.
  • Communicate with clients on the progress of service requests and incidents, keeping them informed of any network issues, causes, and planned outages for repair or maintenance.
  • Generate error-free service reports for management and external clients, detailing service levels and areas needing improvement.
  • Prepare daily incident summaries, monthly availability reports, and reports on outages, faults, and usage, along with cause analysis for each outage.
  • Identify and track problem incidents as per SOP, ensuring they are resolved in accordance with standard procedures. Monitor internal changes with service partners and the network operations team. Manage change control processes as needed.

Requirements

  • A B.Sc or B.Eng in Computer Science, Computer Engineering, or Electrical/Electronics Engineering (minimum 2.2/Upper Credit).
  • Desired qualifications: CCNA, CCNP, ITIL certification.
  • Strong background in telecommunications, IP design, and deep knowledge of IP networking.
  • Proficiency in Network Monitoring Systems (NMS), Ticketing Systems, and Service Management platforms.
  • Excellent verbal and written communication skills for business interactions.
  • Hands-on experience with IP Routing, MPLS, QoS, VPN, and VoIP.
  • Knowledge of network security (IPSec Firewalls) is a plus.
  • Familiarity with Wireless Point-to-Point and Point-to-Multipoint technologies is beneficial.
  • Hands-on experience with network monitoring platforms and incident management tools.
  • Strong customer-facing skills, analytical abilities, and presentation skills, with the capacity to influence both internal and external stakeholders.

Source: From Company Career Portal/Other Job Boards.

https://docs.google.com/forms/d/e/1FAIpQLSeQzBuxTL_HB2Msy3o2-A1wBBULAwsiEKVTvjk8BGcV7KZ9eQ/viewform

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