Service Fulfillment and Support Engineer at IpNX Nigeria Limited

Job Summary

• We are currently seeking a service fulfillment and Support Engineer to join our Port Harcourt team, to improve on the SLAs with customers by reducing the MTTR which also translates to improve service to customer.

Responsibilities

• Corporate Customers: Restore service failures within 4 hours of its occurrence- Implementation and integration of new projects.
• Retail Customers: Restore service failures within 24 hours of its occurrence.
• Incident Management Communication: Provide prompt feedback for input into the OTRS Application with information relating to activities being carried out to resolve customer service incident
• Identify, plan and execute nodes/segment that require preventive maintenance on the network.
• Liaise with NSD in preparing bid documents and preparing technical documentation for presentation during presales engagement.
• Ensure weekly support status reports are done and submitted timely for review.
• Provide backend support to FSE in integrating new customers to the network or providing customer’s link upgrade.
• Timely delivery and completion of Assigned projects.
• Draft out project implementation plan (PIP) for new projects and installations and ensure strict adherence.
• Managing Pre-Installation procedures (site survey), and actual Installation, integration and maintenance of microwave radio links.
• Ensure no stock-out of tools and materials for network implementation and for fault support

Qualifications and Requirements

• B.Eng in Computer Engineering, B.Eng in Electrical Electronics or any IT related degree. (2.2/ Upper Credit Minimum)
• CCNA (Cisco Certified Network Associate); CCNP (Cisco Certified Network Professional)
• At least 2 years in the telecommunications industry,
• Customer centric and stakeholders’ 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 of routing protocols (EIGRP, 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 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 with the following is a must: IP Routing, MPLS, QOS, VPN, 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 and Point-to-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 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 and with minimal supervision and also as a part of a team.