Technical Support / Solution Engineer at ipNX Nigeria Limited Full Time

Job Title: Technical Support / Solution Engineer

Location: Lagos
Employment Type: Full-time
Division: Retail
Function: Solutions & Research
Department: Engineering
Reporting to: Head, Engineering
Job Grade: Outsourced
Travel Frequency: Occasionally
Work Schedule: 8.00 AM- 5.00 PM & Shift

Purpose of the Job

• The Solutions & Research Engineer is responsible for ensuring efficient service delivery to the customers and ensure customer satisfaction for all new services and support related service.
• He will have the responsibility of contributing towards the research, design and implementation of functionality that will propel ipNX products and market-leading solution to the next level.
• Also, he is to Provide technical support through collaborative partnership to deliver high quality and reliable network performance. Deliverables

Key Activities
Corporate/FOS Incident Management:

• Restore service failures for Corporate Customers within 4 hours of its occurrence.
• Understand implementation and integration of technical hardware and software solutions.
• Provide high level system design and the development of proofs of solution and value.
• Restore service failures for Retail Customers within 24 hours of its occurrence.
• Ensure Research & Solutions management, system requirement analysis, option and scenario evaluation are carried out.
• Demonstrate solution-based thinking – leading to quick problem/issue resolution on a day-to-day basis, responding to queries, updating on progress.
• Incident Management Communication: Provide prompt feedback for input into the OTRS Application with information relating to activities being carried out to resolve customer service incidents.
• Preventive Maintenance: Plan and execute nodes/segment that require preventive maintenance on the network.
• Ensure consistent Preventive Maintenance
• Plan and execute nodes/segment that require preventive maintenance on the network.
• Conduct collaborative system specifications, system integration, and evaluation of system functions.
• Provide user support by diagnosing network and device problems and implementing technical or procedural solutions.
• Execute multi-tiered process across prioritized work efforts to optimize execution excellence.
• Proactively identify insight needs driven by strategic imperatives and translate into meaningful strategic recommendations.
• Test and evaluate hardware and software to determine efficiency, reliability, or compatibility with existing systems.
• Provide technical support for the network surveillance, provisioning, installation and repair of infrastructures, sales, sales engineering, and marketing departments.
• Implement an FTTH Monitoring Application to Improve MTTR for Faults
• Audit and collate information for the fiber outside plant network.
• Prepare the as-maintained documentation within region/subregion managed for the O&M Unit.
• Monitor network performance and investigate anomalies in the system and resolve issue.
• Optimize network uptime and promptly repair network failures.
• Audit and collate information for the fiber outside plant network.
• Prepare and implement Method of Procedures (MOPs) and update network documentation based on changes in network topology.
• Research and Report Management
• Investigate, design, plan, and coordinate implementing infrastructure technology for IT networks.
• Document and communicate / escalate critical issues and recommending quick solutions to minimize business disruption due to infrastructure support issues.
• Drafting of progress reports which must be clear, concise, comprehensive, and easy-to-understand by stakeholders and key decision makers.
• Contribute towards prospect specific inquiries/scoping projects around implementation, Support models, technical configuration, security and/or data integration.
• Execute solutions and use cases that leverage ipNX product integrations that generate business value.
• Research actively the applications of new theories, techniques, and technologies that can drive innovation.
• Critically assess the performance and impact of current products, suggesting and implementing adaptations where appropriate.
• Work with Engineering teams in order to facilitate technology transfer from research to product.
• Perform Monitoring, Backup and Recovery Procedures
• Adhere to controls to provide security for operating systems, software, and data.
• Maintain technical documentation and database information for the all networks and circuits.
• Manage maintenance and repair programs, making sure systems don’t break down.
• Ensure new equipment meets regulatory and client’s requirements.
• Participate in relevant training webinars to understand recent release functionality, demonstration environment configuration and behavior.
• Monitor and analyze system performance, such as network traffic, security, and capacity.
• Monitor network performance and investigate anomalies in the system and resolve issues.
• Optimize network uptime and promptly repair network failures.
• Stakeholder Management
• Interface effectively with customers, other departments and managers to resolve customer problems.
• Conduct and support training sessions with members inside and outside of the organization.
• Track contractor performance, including billing against budget and contract.
• Deliver network designs and customer solutions based on a set of requirements.
• Partner with local technical operations staff to maintain, revise, and track process/operations documentation.

Educational Qualifications & Functional Skills

• B.Eng in Computer Engineering, Electrical Electronics or any IT related Degree (minimum of 2.2 / Upper Credit)
• CCNA (Cisco Certified Network Associate); CCNP (Cisco Certified Network Professional)
• M.Sc involving Engineering, Sciences, Mathematics or similar fields
• Industry Certifications in AWS, CISSP, CCDP, CCNP, and CCIE
• Customer centric and stakeholders management
• Good LAN/WAN network design and implementation skills
• Ability to solve complex problems in the shortest available time using honed analytical skills
• Good interpersonal skills with customers, vendors and members of team
• Design and analytical troubleshooting of LAN, WAN network and Internet-data architecture with good knowledge of routing protocols (EIGRP, OSPF, RIP etc)
• Good knowledge of installation and configuration of core network devices and its relevant integration to the network (LAN, MAN & WAN)
• Ability to use network monitoring/optimization devices (software/hardware) to proffer solutions to
• network related problem and optimize network performance where necessary
• Ability to confidently communicate with personnel at all levels of the organization
• Extensive technical knowledge deploying and managing network and infrastructure environment
• Well organized, articulate and has numerate skills
• Knowledge of network hardware configuration and management, including routers, firewalls, switches etc.
• Ability to quickly learn, understand, and work with new emerging technologies, methodologies and solutions in the cloud/IT technology space
• Excellent analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and develop business cases
• Have an entrepreneurial spirit
• Pre-Sales & Post-Sales Management
• Project management skills also desirable

Work Experience:

• 3 years of experience with Fiber to the Home (FTTH) infrastructure, and experience in construction on new outside and inside plant (OSP/ISP) fiber infrastructure
• Experience presenting technical concepts to a general audience
• Basic experience with basic configurations of enterprise or carrier grade networking equipment such as routers, switches, firewalls, encoders, optics, and Dense Wavelength Division Multiplexing(DWDM)
• Previous commercial engineering experience
• Experience in technical consulting and customer handling
• Proven experience in data analytics, statistical methods and models
• Experience and knowledge related to different research methodologies and comfort in how these approaches would work
• Experience working in a Service Provider environment and providing technical support to end customer solutions
• Knowledge and understanding of the Nigerian and global Information Technology Industry especially Telecommunications

Other Requirements:

• Customer Focus
• Tech savvy
• Action orientation
• Drive results
• Cultivate Innovation
• Ability to optimize work processes
• Resilience
• Self-Development
• Nimble Learning
• Ensures Accountability
• Develops Talent
• Drives Engagement
• Drives Vision & Purpose
• Excellent Decision Quality Dimensions.

Application Closing Date
7th November, 2023.