Service Fulfillment & Support Engineer at IPNX Nigeria Limited

IPNX Nigeria Limited is one of the fastest growing information and communications technical organisations, providing innovative, world-class services to corporations, small businesses, and citizens.

Title: Service Fulfillment & Support Engineer

Locations: Abuja (FCT) , Lagos, and Rivers

Employment Type: Full-time

Division: Business

Function: Service Fulfillment & Support

Department: Technical Operations: Value Delivery

Reporting to: Team Lead, Service Fulfillment & Support
Job Grade: Permanent
Travel Frequency: Occasional
Work Schedule: 8.00AM 5.00PM

Purpose of the Job (Brief)

• To improve on the SLAs with customers by reducing the MTTR which also translates to improve service to customer

Expected Key Results (Detailed KPIs)
Corporate/FOS Incident Management:

• Corporate Customers: Restore service failures within 4 hours of its occurrencehours of its occurrence– Implementation and integration Implementation and integration of new projects.of new projects.
• Retail Customers: Restore service failures within 24 24 hours of its occurrence.hours of its occurrence.
• Incident Management Communication: Provide prompt feedback for input into the OTRS Application with feedback for input into the OTRS Application with information relating to activities being carried out to information relating to activities being carried out to resolve customer service incidents. resolve customer service incidents.

Preventive Maintenance:

• Identify, plan and execute nodes/segment that require lan and execute nodes/segment that require preventive maintenance on the network.preventive maintenance on the network.

Resale Engineering:

• Liaise with NSD in preparing bid documentss and and preparing technical documentation for preparing technical documentation for presentation tion during presales engagement.

Report Management:

• Ensure weekly support status reports are done and eekly support status reports are done and submitted timely for review.

Back Office Back Office Support:

• Provide backend support to FSE in integrating new customers to the network or providing customer’s link customers to the network or providing customer’s link upgrade.upgrade.

Project Implementation Management:

• Timely delivery and completion of Assigned projectsand completion of Assigned projects..
• Draft out project implementation plan (PIP) for new projects and installations and ensure strict adherenceprojects and installations and ensure strict adherence..
• Managing Pre-Installation procedures (site survey), and Installation procedures (site survey), and actual Installation, integration and maintenance of actual Installation, integration and maintenance of mimicrowave radio linkscrowave radio links..

Inventory Management:

• Ensure no stock-out of tools and materials for network out of tools and materials for network implementation and for fault support.implementation and for fault support.

Demonstrate (Key Competencies):

• Technical Site Survey (TSS) on the fiber & microwave radio platforms using er & microwave radio platforms using tools liktools like GPS, Compasses and e GPS, Compasses and Microwave link budget software for data collection and analysis. Microwave link budget software for data collection and analysis.
• Implementation and integration of new projects.
• FTTH implementation and troubleshooting
• Work closely with the fiber activation and backbone extension teams in the end-to-end delivery of projects
• Ensure new projects are signed off and submitted to Billing Unit for subsequent invoicing.
• Provide technical expertise and leadership in the areass of IP network design, implementation, optimization and of IP network design, implementation, optimization and maintenance to support voicemaintenance to support voice, data and/or video networks in differing stages of development. , data and/or video networks in differing stages of development.
• Identify and implement equipment and solutions for creating and supporting IP networks for a variety of environments that require the use of wired and wireless transmission technologies. environments that require the use of wired and wireless transmission technologies.
• Work closely with related departments, partners and Vendors to deliver high quality and reliable network performance. performance.
• Evaluate user needs, systems, and new technologies to recommend the most effective communication and transmission systems. transmission systems.
• Research and evaluate network/systems, performance capacity, and compatibility with existing systems. Install, aluate network/systems, performance capacity, and compatibility with existing systems. Install, configure, maintain, and support network equipment and network operating systems (e.g., routers, bridges, configure, maintain, and support network equipment and network operating systems (e.g., routers, bridges, servers, switches, and/or port connectors). servers, switches, and/or port connectors).
• Recommend and modify network configuration to improve efficiency and cost effectiveness. and modify network configuration to improve efficiency and cost effectiveness.

Educational Qualifications & Functional Skills

• B.Eng in Computer Engineering, Electrical Electronics or any IT related Degree. (2.2/ Upper Credit(2.2/ Upper Credit Minimum)Minimum)
• Professional: CCNA (Cisco Certified Network Associate); CCNP (Cisco Certified Network Professional)

Functional Skills:

• Customer centric and stakeholders’stakeholders’ management.management.
• Good LAN/WAN network design and implementation skills.
• Ability to solve complex problems in the shortest available time using honed analytical skills..
• Good interpersonal skills with customers, vendors and members of team.
• Design and analytical troubleshooting of LAN, WAN network and Internet-data architecture with good knowledge data architecture with good knowledge ofof routing protocols (EIGRP, routing protocols (EIGRP, BGP, BGP, OSPF, RIP, etc.)
• Good knowledge of installation and configuration of core network devices and its relevant integration to the network (LAN, MAN & WAN)
• Ability to use network monitoring/optimization devices (software/hardware) to proffer solutions to network to proffer solutions to network related problem and optimize network performance where necessary
• Understanding of the base station power supply (dc and ac) architecture and interconnectivity of relevant power devices/components
• A hands on experience witA hands on experience with the following is a must: IP Routing, MPLS, QOS, VPN, DMVPN, DMVPN.
• Knowledge and experience with network security (IPSec Firewalls) is desirable.
• A hand on experience with OSPF and BGP is desirable.
• Experience with Wireless Point-to-Point Multipoint technologies is desirable
• Must be able to follow multiple simultaneous projects to completion with minimal supervision.
• Experience with leading inter-departmental negotiations, consensus building to reach common technical departmental negotiations, consensus building to reach common technical solutions
• Strong telecommunications transmission skills (both Optical and wireless), IP design skills, in depth knowledge of IP Network Troubleshooting
• Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations.
• Hardworking and Tenacious.
• Performance driven.
• Sharp analytical and logical reasoning.
• Work effectively with own initiative own initiative and and with minimal supervision and also as a part of a team

Work Experience:

• At least 2 years in telecommunications industry

Other Requirements:

• Customer Focus
• Tech savvy
• Action orientation
• Drive results Drive results
• Cultivate Innovation
• Ability to optimize work processes
• Resilience
• Self-Development
• Nimble Learning.

Deadline: Not Specified.

How to Apply: Interested and qualified candidates should Click Here to apply online