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Network Support Engineer

Closing: Apr 8, 2024

This position has expired

Published: Mar 31, 2024 (12 days 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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