Netcom has been Nigeria’s leading Internet Service Provider since 2004, staying ahead of the competition with cutting edge platforms in VSAT, WIMAX, Radio, and Fiber technology. Now, a pioneer in Business Transformation Solutions, we empower organizations to lead their market space by keeping pace with the rapid changes in IT innovations, ensuring relevance to specific business initiatives required to maximize revenue generation.
We are recruiting to fill the position below:
Job Title: Field Service Rigger
Location: Nigeria
Job Summary
This role is responsible for assisting Engineers on IP Wireless base station maintenance and installation.
Key Duties and Responsibilities
Perform standard rigging works such as physical mwave radio installations, verification of LOS, gathering Geo-coordinates, verification of path profiles, preventive maintenance on RF cables and tower top equipment and antennas, assessment of mounting hardware and assessment of tower top installation workmanship for the following but not limited to:
links (P-P / PMP)
VSAT installations
Carry out maintenance, and update reports on a predetermined regular basis.
Assists engineers that require RF work, relocation, and installation as a secondary function.
Carry out other duties assigned by management that is related to your rigging capabilities.
Education and/or Professional Qualifications
At least and Ordinary National Diploma in any engineering or technical field.
A minimum of 3 years rigging experience in the telecommunications industry.
Essential Skills / Knowledge / Traits:
Rigging (minimum of 3 years)
Use of the GPS and interpreting its values
Use of the Satellite finder tools
Use of safety harness
Basic knowledge in tower climbing and work-related safety
Speaks and writes essential English language
Able to use office tools for basic reporting and update.
Create a superior end-user experience by providing operational support and enhancements for a wide range of IT devices, applications, hardware, network, systems and services, supported by large team of skilled IT professionals.
Job Summary
Delivery of Netcom IT Support as a service to the customer, user incident resolution and solutions implementation, updates and upgrades, network and systems support, technical and incident recording and administration, with reporting to Netcom reporting line and Customer.
Key Duties & Responsibilities
Continuously and consistently record all reported incidents real time and resolve within SLA while following the ICT Incident reporting and escalation procedure.
Continuously and consistently follow-up on the incidents as per SLA and priority. Monitor and manage the Open Ticket Queue for outstanding incidents to achieve resolution as soon as possible and at least within SLA or committed timeline.
Implement, maintain real time, and develop (improve) daily (checks and incidents, opening and closing), weekly (Activity log, ticket report), monthly (ticket report and analysis), quarterly (audit / registry) and ad-hoc administration and reports with and without use of Manage Engine ticketing system and other generated data and reports.
Update daily on escalations, delays, inquiries, and opportunities via applicable Netcom internal communication channels such as Teams.
Liaise with the ITO Supervisor/Team Lead/Manager and VP Operations to coordinate and manage operational, technical, and commercial Issues and opportunities, and to inform Netcom Business Development Department (BDD) Account Manager of concrete opportunities as applicable.
Keep up to date and maintain all Customer IT hardware, software, and licenses, including up-to-date IT records (Audit, Register), and prepare recommended additions and changes during budget reviews.
Work with the Netcom IT capability owners to further advance the IT environment at Customer site based on best practices developed in cooperation with Netcom teams owning the applicable capability.
Interact with the Customer representative and key staff, including Heads of Department, to establish a working relationship and ensure smooth problem resolution.
Any other task as assigned by VP operations.
Requirements
Experience, Education and/or Professional Qualifications:
A preferred Degree in any of the following areas – Electronics, Computer Engineering, Computer Science and other core sciences with strong basis for ICT.
Mandatory 2 – 5 years experience in similar role for network, systems and user support, and new solutions implementation support.
ITIL, PMP, Prince2 and/or any Microsoft / Cisco / other OEM or professional certification(s).
Essential Skills / Knowledge / Traits:
Knowledge of IT Support procedures, systems, administration, and support with the ability to sustainably clarify, improve and change existing or new operational IT Support initiatives.
Knowledge of ticketing system, Service Level Agreement, key performance indicators.
Knowledge of desktop, laptop, mobile device, and unified communications (IP phone, VOIP, conference system) troubleshooting installation and troubleshooting.
Knowledge of router installation and configuration, LAN troubleshooting and management, DHCP configuration and troubleshooting.
Knowledge of MS Windows OS installation, MS Office (O365) licensing, activation, application installation and user configuration and administration.
Knowledge of Active Directory Administration including creating and managing domains, security groups, access rights.
Advanced communication, relationship management and team working skills
Proactive and always alert and following up to respond and get things done, while using every escalation as an opportunity to improve laid down procedures and follow-up on communication and implementation of the same.
In depth Experience with Microsoft Outlook, Word, Excel, and PowerPoint.
Basic knowledge on servers, cloud computing & security.
Desirable Skills / Knowledge / Traits:
Hands-on experience and ability to demonstrate in areas of key duties and responsibilities and essential skills/knowledge.
Knowledge of end point protection, antivirus, monitoring, control and other device security products and solutions.
Knowledge of and hands-on experience with firewall and web filter installation, configuration, troubleshooting.
Knowledge and hands-on experience with back-up and recovery systems and applications.
Location: Nigeria
Department: Business Development
Reports to: VP, Business Development
Objective & Summary
This role is responsible for generating leads, developing client relationships and closing deals.
Key Duties & Responsibilities
Account Management:
Ensure quarterly sales target are met
Upsell new technology solutions to existing clients
Account Management to ensure client satisfaction on network
Ensure zero churn of client
Build personal relationship with client’s management/I.T contact
Assist in the management of new projects/installations with engineering team to ensure project delivery to client’s satisfaction
Establish and maintain relationship with engineering, procurement, finance and legal team on a day to day basis to ensure best/ undelayed service to our clients
Assist billing team to resolve payment delays from clients
Ensure timelines are followed and communicated to clients.
Provide assistance to engineering team, provide all information to deliver best quote and proceed with surveys/installation.
Regularly provide feedback/updates from client.
Provide support to best manage outages or maintenance activities
Ensure client’s KYC are properly filled; contract, welcome pack to be sent post installation, renewals etc.
Proficient in work flow of SAR – new deals, upgrades, demo upgrades(to test), downgrades, modifications, change management forms, etc.
Ensure SLA are all updated and shared to client
Manage and prioritise all tasks appropriately on a daily basis to ensure no delays
Communicate/escalate issues to engineering or management to improve Netcom services.
Research and Reports:
Keep management informed by submitting activity results and reports, such as daily call reports, weekly work plans, monthly and annual activity reports.
Monitor competition by gathering current marketplace information on pricing, products, new products, delivery schedules, merchandising techniques, etc.
Recommend changes in products, service, and policy by evaluating results and competitive developments.
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