Job Title: Retail Technical Assistance Centre Engineer (R-TAC Engineer)

Function: Technical Support

Reporting to: Operations and Maintenance Lead

Travel Frequency: Seldom

Work Schedule: Shift

Job Grade: Outsourced

Location: Lagos

Job Description: Provide first level off-site technical support for all the company's services: Internet service, Voice, Connected Home and Office etc. To consistently provide a high level of excellent customer service and support, ensuring customer satisfaction.

Responsibilities:

Manage Service request life-cycle: receive, log and take ownership of all general Service Requests and progress to resolution.
• Receive, log and take ownership of all faults. Respond to and provide timely, complete and accurate resolution to
customer inquiries via email, phone or web calls.
• Monitor and escalate based on SLAs, coordinate with other teams as may be necessary to resolve customer
issues within the contracted SLAs.
• Proactively monitor all the company owned & installed network
elements in corporate customers’ premises.
• Prompt Response to inbound calls and emails.
• Ensure initial call assessment, resolution (if possible) or escalate to the appropriate technical group.
• Identify, document and alert supervisor of trends in customer calls.
• Follow up on unresolved complaint/ open tickets to closure.
• Ensure daily updates of all complaints not closed (open tickets) by following up with person(s), units and organizations responsible.
• Timely Escalation/feedback to relevant units.

Educational Qualifications & Functional Skills:

• B.Sc/B.Eng Computer Science/Computer Engineering /Electrical-Electronics engineering (2.2/Upper Credit at minimum).
• CCNA , CCNP (Desired)
• Strong telecommunications, IP design skills, & in-depth knowledge of IP Network.
• Excellent business communication skills both verbal and written.

Work Experience:
• A hands-on experience with the following is a must: IP Routing, UTM, VPN, Home- Networking.
• Knowledge and experience with network security is desirable.
• Candidate must possess excellent customer interface, analytical and presentation skills and be

Other Requirements:
• Customer Focus
• Tech savvy
• Action orientation
• Drive results
• Cultivate Innovation
• Ability to optimize work processes
• Resilience
• Self-Development

Application Method

Interested candidates can send their CVs to oarowoduye@ipnxnigeria.net using the job title as the subject of the mail.

Application Closing Date
20th January 2023

Please note that only interested candidates will be engaged.