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Permanent |
Lagos |
Posted 2 years ago |
JOB TITLE: L2 Technical Support Engineer
JOB LOCATION: Lagos
Department: Technical
Job Type: Permanent
Slot: 4 Openings
Responsibilities
- The L2 Technical Support Engineer will be responsible for carrying out investigation for the day to day L2 escalations across IP & TX domains with the expectation of meting & exceeding approved OLAs/SLAs in all operating regions (Nigeria, CIV, Ghana, Europe etc.) of the Main One network.
Other responsibilities include:
- Proactively identifying potential issues that could lead to network and/or service breakdown. This is most especially on the IP platforms in view of the surge in IP issues noticed in recent times.
- Level two (L2) technical support interface for all L2 technical issues from the GNOC team and others, as the case maybe.
- Drive visibility and effectively manage repeat network/service and CX issues, across board and in a timely manner.
- Lead manage of specific customer & network facing planned maintenances
- From time to time advise the business on network & customer solution inherent risks and mitigation plan to address and prevent them from becoming issues for the network and customers.
- Escalations Prioritization, in terms of handling, in accordance with the approved OLAs for service segmentation e.g. High Capacity, High Profiled, Prime, Platinum, Gold, Silver and Mercury.
- Drive and Manage upward technical interactions (L3 Support, Network Planning & OEMs) in a timely manner and in ways that ensure that network and customers interests are protected
- Low level planning (i.e. upgrade, downgrade, service performance improvement etc.) of network and services in operations with the aim of improving performance and reducing Operation, Administration & Maintenance (OAM) cost.
Qualifications, Skills & Competencies
- Bachelor of Science in Computer Science, Engineering or related field
- Relevant professional/technical certifications in IP or Transport network
- Good presentation skills
- Relationship Management skills
- Time & self-management skills
- Ability to work well under pressure
- Good oral and written communication skills
- Good knowledge of networking technologies
- Fundamental understanding of engineering methodologies, values
- Strong knowledge of either IP or Transport network protocols
- Good understanding of technological trends and their applications
Demands of the Job:
- Ability and willingness to work long hours and meet tight deadlines;
- Ability to work under minimal supervision, Run shift Ops.
- Good oral and written communication skills
- Relationship Management
- Team work
- Ability to work well under pressure
- Strong Leadership Capability
Application Closing Date
Not Specified.
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Job Features
Job Category | Engineering / Technical |