Front Officer Engineer in a Leading Telecom Company

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A leading telecom company in Lagos is in need of a Front Officer Engineer
 Educational Level:
 Good first degree in Engineering or Sciences
 Fluency in English
 Proficiency in Microsoft Excel
 Ability to build strong working relationships, internal and external to the organization.
 Good analytical and numerical skills.
 Must demonstrate interpersonal savvy with the ability to maneuver through complex situations effectively while building constructive relationships
 Ability to manage work pressures.
 Working Experience:
 Minimum of 3 years’ experience
 Excellent organizational, communication skills, and attention to detail
 IP troubleshooting skills is strongly required.
Knowledge of Transmission Equipment is mandatory
 Job Description
Customer issues logged and follow-up resolution
 The first point of call for all customer issues, troubleshoot customer issues and follow up through telephone call with customer till issues are fixed.
 Open of incident tickets and following up with Engineers, vendors, 3rd part contractors, etc until issues are properly closed
 Proactive & Corrective Monitoring of alarms and performance information on the 24×7 basis.
 Perform initial analysis to identify issues follow by restoration if possible (1st line of Support).
 Perform periodical network backups and health checks to determine network status.
 Respond to Network Customer Support Team within agreed SLA time frame.
 Create and update/manage trouble tickets for any detected problem.
 Ensure all ticket information are captured in activity log
 Managing technical escalation to ensure faults is rectified within agreed SLAs.
 Perform Escalation and Notification to keep management and other business units informed during system outages.
 To support the NOC organization in regards to daily support issues.
 To suggest actions and initiatives to enhance daily operations within the NOC.
 Monitor clients’ links, E1-PRI lines, private APN and leased line circuits using application such as Netboss, Solawind and PRTG.
 Engage in appropriate preliminary troubleshooting to identify root cause in cases such as outages, high latency, erratic data supply via links and degraded links, and administer adequate support
 Ensure customers issues are escalated appropriately, sending timely updates/RCAs
 Work with Problem Management team to identify reoccurring incidents and support Service Improvement Plans (SIPs) to negate reoccurrence of incidents.
 Troubleshooting and resolution and Call picking and follow-up calls with Customers.

Method of Application
Interested and Qualified Candidates should send their CV to using the ‘Job Tittle’ as subject of the mail

Closing Date: 31st December 2020