Network Support Engineer Job at IpNX Nigeria Limited

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, and our commitment, drive, and passion realized through highly skilled and well-seasoned professionals.

We are recruiting to fill the position below:

Job Position: Network Support Engineer
Job Location: Lagos
Employment Type: Full-time
Division: Business
Function: Technical Support
Department: Enterprise Service Management
Reporting to: Team Lead, Enterprise Service Management
Job Grade: Permanent
Travel Frequency: Seldom
Work Schedule: Shift

Purpose of the Job (Brief)

• Provide first-level off-site technical support for all ipNX services, including Voice, Data connectivity, Internet services, Wimax services, etc. Consistently deliver a high level of excellent customer service and support, ensuring customer satisfaction.

Key Responsibilities (Deliverables)

• Incident Management (First Call Resolution)
• Manage service request life-cycle: receive, log, and take ownership of all general service requests, progressing to resolution.
• Respond to faults, providing timely, complete, and accurate resolution to customer inquiries via email, phone, or web calls.
• Timely escalation/feedback to relevant units.
• Liaise with clients on updates of progress on service requests and incidents reports.
• Prepare technical reports.
• Produce periodic error-free service reports.
• Monitor and escalate based on SLAs, coordinating with other teams as necessary to resolve customer issues within contracted SLAs.
• Proactively monitor all ipNX-owned and installed network elements in corporate customers’ premises.
• Ensure prompt response to inbound calls and emails.
• Follow up on unresolved complaints/open tickets to closure.
• Generate outage, fault, and utilization reports, along with cause analysis/reason for outage reports.

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 Networks.
• Knowledge and experience with network security (IPSec Firewalls) is desirable.
• Experience with Wireless Point-to-Point and Point-to-Multipoint technologies is desirable.
• Excellent business communication skills, both verbal and written.
• Work Experience:
• Hands-on experience with IP Routing, MPLS, QOS, VPN.
• Excellent customer interface, analytical, and presentation skills