A leading telecom company in Lagos is in need of a Front Officer Engineer
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.
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
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 :email@example.com using the ‘Job Tittle’ as subject of the mail
Closing Date: 31st December 2020