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.
Job Summary:
- Provide first level off-site technical support for all ipNX services: Internet service, Voice, Connected Home and Office etc. To consistently provide a high level of excellent customer service and support, ensuring customer satisfaction.
Responsibilities:
- Manage Service request life-cycle: receive, log and take ownership of all technical Service Requests and progress to resolution.
- Receive, log and take ownership of all faults. Respond to and provide timely, complete and accurate resolution to customer inquiries via phone calls.
- Monitor and escalate based on SLAs, coordinate with other teams as may be necessary to resolve customer issues within the contracted SLAs.
- Proactively monitor all ipNX owned & installed network elements in customers’ premises.
- Ensure initial call assessment, resolution (if possible) or escalate to the appropriate technical group.
- Identify, document and alert supervisor of trends in customer calls.
- Ensure daily updates of all complaints not closed (open tickets) by following up with person(s), units and organizations responsible.
- Liaise with clients on updates of progress on Service Requests and Incidents reports ensuring they are kept up to date. Dissemination of information regarding network faulty condition, causes, planned outage period for repair/preventive maintenance.
- Produce periodic error-free service reports in order to inform both management and external clients of service levels achieved and areas of service improvement required.
- Prepare daily incidence summary reports.
- Generate outage, fault and utilization reports as well as cause analysis/ reason for outage reports.
Qualifications/Experience:
- B.Sc/B.Eng Computer Science/Computer Engineering /Electrical-Electronics engineering (2.2/Upper Credit at minimum).
- CCNA , CCNP (Desired).
- Strong telecommunications, IP design skills, & in-depth knowledge of IP Network.
- Excellent business communication skills both verbal and written.
- A hands-on experience with the following is a must: IP Routing, Mesh Network, VPN, Access Point.
- Knowledge and experience with network security is desirable.
- Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations.
Method of Application
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