Closing: Apr 8, 2024
This position has expiredPublished: Mar 31, 2024 (2 months ago)
Job Requirements
Education:
Work experience:
Language skills:
Job Summary
Contract Type:
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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 Network
- Excellent business communication skills
Work Experience:
- Hands-on experience with IP Routing, MPLS, QOS, VPN
- Knowledge and experience with network security (IPSec Firewalls)
- Experience with Wireless Point-to-Point and Point-to-Multipoint technologies
Other Requirements:
- Customer Focus
- Tech savvy
- Action orientation
- Drive results
- Cultivate Innovation
- Ability to optimize work processes
- Resilience
- Self Development
Responsibilities
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 Network
- Excellent business communication skills
Work Experience:
- Hands-on experience with IP Routing, MPLS, QOS, VPN
- Knowledge and experience with network security (IPSec Firewalls)
- Experience with Wireless Point-to-Point and Point-to-Multipoint technologies
Other Requirements:
- Customer Focus
- Tech savvy
- Action orientation
- Drive results
- Cultivate Innovation
- Ability to optimize work processes
- Resilience
- Self Development
- Provide first-level off-site technical support for all ipNX services, ensuring excellent customer service and satisfaction.
Key Responsibilities
- Incident Management (First Call Resolution)
- Manage service request life-cycle
- Monitor and escalate based on SLAs
- Proactively monitor ipNX network elements
- Ensure timely resolution of customer inquiries and faults
- Follow up on unresolved complaints and open tickets
Key Activities:
- Receive, log, and take ownership of service requests and faults
- Respond to inquiries via email, phone, or web calls
- Coordinate with other teams to resolve customer issues
- Monitor network elements and respond to inbound calls and emails
- Identify and alert supervisor of trends in customer calls
- Follow up on open tickets and provide timely updates to clients
- Prepare technical reports and service level reports
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