Technical Support / Solution Engineer at ipNX Nigeria Limited

Full time @ListingAPI-2 in ICT / Computer
  • 0, Lagos, ipNX Nigeria Limited View on Map
  • Post Date : October 17, 2023
  • Apply Before : November 7, 2023
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Job Detail

  • Job ID 34663
  • Experience See Job Description
  • Gender Male or Famele
  • Qualifications See Job Description

Job Description

ipNX Nigeria Limited is one of the fastest-growing information and communications technological companies, serving a multitude of needs across enterprises, small businesses, and residents with innovative, world-class services.

We are recruiting to fill the position below:

Job Title: Technical Support / Solution Engineer

Location: Lagos
Employment Type: Full-time
Division: Retail
Function: Solutions & Research
Department: Engineering
Reporting to: Head, Engineering
Job Grade: Outsourced
Travel Frequency: Occasionally
Work Schedule: 8.00 AM- 5.00 PM & Shift

Purpose of the Job

  • The Solutions & Research Engineer is responsible for ensuring efficient service delivery to the customers and ensure customer satisfaction for all new services and support related service.
  • He will have the responsibility of contributing towards the research, design and implementation of functionality that will propel ipNX products and market-leading solution to the next level.
  • Also, he is to Provide technical support through collaborative partnership to deliver high quality and reliable network performance. Deliverables

Key Activities
Corporate/FOS Incident Management:

  • Restore service failures for Corporate Customers within 4 hours of its occurrence.
  • Understand implementation and integration of technical hardware and software solutions.
  • Provide high level system design and the development of proofs of solution and value.
  • Restore service failures for Retail Customers within 24 hours of its occurrence.
  • Ensure Research & Solutions management, system requirement analysis, option and scenario evaluation are carried out.
  • Demonstrate solution-based thinking – leading to quick problem/issue resolution on a day-to-day basis, responding to queries, updating on progress.
  • Incident Management Communication: Provide prompt feedback for input into the OTRS Application with information relating to activities being carried out to resolve customer service incidents.
  • Preventive Maintenance: Plan and execute nodes/segment that require preventive maintenance on the network.
  • Ensure consistent Preventive Maintenance
  • Plan and execute nodes/segment that require preventive maintenance on the network.
  • Conduct collaborative system specifications, system integration, and evaluation of system functions.
  • Provide user support by diagnosing network and device problems and implementing technical or procedural solutions.
  • Execute multi-tiered process across prioritized work efforts to optimize execution excellence.
  • Proactively identify insight needs driven by strategic imperatives and translate into meaningful strategic recommendations.
  • Test and evaluate hardware and software to determine efficiency, reliability, or compatibility with existing systems.
  • Provide technical support for the network surveillance, provisioning, installation and repair of infrastructures, sales, sales engineering, and marketing departments.
  • Implement an FTTH Monitoring Application to Improve MTTR for Faults
  • Audit and collate information for the fiber outside plant network.
  • Prepare the as-maintained documentation within region/subregion managed for the O&M Unit.
  • Monitor network performance and investigate anomalies in the system and resolve issue.
  • Optimize network uptime and promptly repair network failures.
  • Audit and collate information for the fiber outside plant network.
  • Prepare and implement Method of Procedures (MOPs) and update network documentation based on changes in network topology.
  • Research and Report Management
  • Investigate, design, plan, and coordinate implementing infrastructure technology for IT networks.
  • Document and communicate / escalate critical issues and recommending quick solutions to minimize business disruption due to infrastructure support issues.
  • Drafting of progress reports which must be clear, concise, comprehensive, and easy-to-understand by stakeholders and key decision makers.
  • Contribute towards prospect specific inquiries/scoping projects around implementation, Support models, technical configuration, security and/or data integration.
  • Execute solutions and use cases that leverage ipNX product integrations that generate business value.
  • Research actively the applications of new theories, techniques, and technologies that can drive innovation.
  • Critically assess the performance and impact of current products, suggesting and implementing adaptations where appropriate.
  • Work with Engineering teams in order to facilitate technology transfer from research to product.
  • Perform Monitoring, Backup and Recovery Procedures
  • Adhere to controls to provide security for operating systems, software, and data.
  • Maintain technical documentation and database information for the all networks and circuits.
  • Manage maintenance and repair programs, making sure systems don’t break down.
  • Ensure new equipment meets regulatory and client’s requirements.
  • Participate in relevant training webinars to understand recent release functionality, demonstration environment configuration and behavior.
  • Monitor and analyze system performance, such as network traffic, security, and capacity.
  • Monitor network performance and investigate anomalies in the system and resolve issues.
  • Optimize network uptime and promptly repair network failures.
  • Stakeholder Management
  • Interface effectively with customers, other departments and managers to resolve customer problems.
  • Conduct and support training sessions with members inside and outside of the organization.
  • Track contractor performance, including billing against budget and contract.
  • Deliver network designs and customer solutions based on a set of requirements.
  • Partner with local technical operations staff to maintain, revise, and track process/operations documentation.

Educational Qualifications & Functional Skills

  • B.Eng in Computer Engineering, Electrical Electronics or any IT related Degree (minimum of 2.2 / Upper Credit)
  • CCNA (Cisco Certified Network Associate); CCNP (Cisco Certified Network Professional)
  • M.Sc involving Engineering, Sciences, Mathematics or similar fields
  • Industry Certifications in AWS, CISSP, CCDP, CCNP, and CCIE
  • 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, 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
  • Ability to confidently communicate with personnel at all levels of the organization
  • Extensive technical knowledge deploying and managing network and infrastructure environment
  • Well organized, articulate and has numerate skills
  • Knowledge of network hardware configuration and management, including routers, firewalls, switches etc.
  • Ability to quickly learn, understand, and work with new emerging technologies, methodologies and solutions in the cloud/IT technology space
  • Excellent analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and develop business cases
  • Have an entrepreneurial spirit
  • Pre-Sales & Post-Sales Management
  • Project management skills also desirable

Work Experience:

  • 3 years of experience with Fiber to the Home (FTTH) infrastructure, and experience in construction on new outside and inside plant (OSP/ISP) fiber infrastructure
  • Experience presenting technical concepts to a general audience
  • Basic experience with basic configurations of enterprise or carrier grade networking equipment such as routers, switches, firewalls, encoders, optics, and Dense Wavelength Division Multiplexing(DWDM)
  • Previous commercial engineering experience
  • Experience in technical consulting and customer handling
  • Proven experience in data analytics, statistical methods and models
  • Experience and knowledge related to different research methodologies and comfort in how these approaches would work
  • Experience working in a Service Provider environment and providing technical support to end customer solutions
  • Knowledge and understanding of the Nigerian and global Information Technology Industry especially Telecommunications

Other Requirements:

  • Customer Focus
  • Tech savvy
  • Action orientation
  • Drive results
  • Cultivate Innovation
  • Ability to optimize work processes
  • Resilience
  • Self-Development
  • Nimble Learning
  • Ensures Accountability
  • Develops Talent
  • Drives Engagement
  • Drives Vision & Purpose
  • Excellent Decision Quality Dimensions.

Application Closing Date
7th November, 2023.

Method of Application
Interested and qualified candidates should:
Click here to apply online

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