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Field Support Specialist at ipNX Nigeria Limited

  • Full Time
  • Onsite
  • Permanent
  • Nigeria

Website ipNX Nigeria Limited

Field Support Specialist at ipNX Nigeria Limited

Job Description

ipNX is one of Nigeria’s fastest growing Information and Communications Technology companies, serving a multitude of needs across enterprises, small businesses and residents with innovative, world-class services. Our ability to identify, satisfy and exceed today’s market needs is a testament to over a decade of experience, our commitment, drive and passion realized through highly skilled and well seasoned professionals.

As a pioneer and a leading Fibre-To-The-Home (FTTH) operatorin Nigeria, we currently provide a number of solutions to various industries and market segments using industry-leading technology (such as our very own Fibre-To-The-Home (FTTH) cable technology) as our core access network infrastructure and fixed wireless radio services (via licensed frequency). We also proffer complementary IT solutions, with a view of covering key commercial and suburban regions.

We Are Recruiting To Fill The Position Below

Job Title: Field Support Specialist

Location: Lagos

Employment Type: Full-time

Purpose of the Job (Brief)
The Field Support Specialist will supervise teams responsible for maintenance of cable and termination, Commissioning and Testing Equipment of fibre drop cables networks on the Roads Telecommunications Service networks. This will include repairing any Fibre or Copper Cable break. This role is responsible for carrying out planned and contingency operations and maintenance (O&M) services in accordance with approved procedures and safety standards

Key Activities

Facility And Infrastructural Maintenance
Coordinate user support efforts by diagnosing network and device problems and implementing technical or procedural solutions Operations & Maintenance Lead Field Support Specialist
Implements proactive maintenance and sets up system monitoring, to reduce equipment failure and incident response time
Execute Planned Preventative Maintenance schedule; working as part of the team to deliver effectively, on time & within budget.
Diagnoses network and device problems and implements technical or procedural solutions
Ensure Quality Control Checks on all reports for resolved
incidents in accordance with defined procedures.
Perform inventory of equipment and consumables required by Contractors, ensuring availability and repair / return of same.
Maintains accurate records of the condition of splitters, equipment in all buildings, and inspections
Prepare regular reports on all inspections and work orders as may be necessary.
Proactively anticipate potential safety hazards and be prepared to undertake any emergency actions required
Ensure efficient Operations
Maintain the highest standards for safety and actively promote a world-class safety culture in all aspects of operational procedure
Adhere to daily & weekly checks to ensure smooth operation of sites, keeping up to date & accurate records
Ensure all work carried out is done so within the Health & Safety requirements
Lead tactical response teams to resolve specific technical issues by delivering root-cause remediation and successful timely implementation of Engineering Operations
Ensure continuous improvement efforts on infrastructure through monitoring of compliance to standards of procedures and policies, while delivering performance against agreed metrics
Manage maintenance and repair programs, making sure there are no service failures.
Perform efficient field service activities, including on-site installation, upgrades, preventive maintenance and system repairs
Business Continuity And Disaster Recovery
Maintain routing plans, network maps, and disaster recovery plans to aid business continuity in the event of an unforeseen service disruption
Enable the division to deliver 100% uptime on all lastmile infrastructure
Conduct Incident management as either first responder or incident commander
Execute the set clear guidelines for communicating and escalating critical issues to supervisor to minimize business disruption due to infrastructure support issues
Conduct performance benchmarks, conducting analyses, and preparing documentation reports on all aspects of the critical facility operations and maintenance
Planning And Documentation
Execute Operations and Maintenance (O&M) plan in line with the B2C business objectives
Produce timely and accurate reports of field activities: e.g. service reports and expense reports
Execute policies, procedures and work standards required for the maintenance of last-mile fibre infrastructure and ensuring compliance by all maintenance teams.
Provide feedback to support teams for correcting system documentation and updating Customers.
Execute performance benchmarks, conducting analyses, and preparing documentation reports on all aspects of the critical facility operations and maintenance
Prepare operations and maintenance activity and performance reports
Team Leadership, Coordination And Supervision
Solve a broad range of hardware and/or software problems of varying scope and complexity
Motivate and coordinate maintenance teams for individual supervision, support and performance evaluations
Train & Monitor assigned maintenance teams to ensure that safety procedures and work practices are always strictly adhered to
Work within Service Operations to ensure that SLAs are met and exceeded
Monitor and control expenses within a defined budget
Develop and maintain strategies for continuous performance improvement
Stakeholder Management And Research
Responsible for the on-site management of sub-contractors and vendors, ensuring that all work performed is in accordance
with established practices and procedures
Managing the relationship with Facility managers and their facility staff
Monitor vendor RAMS (Risk Assessment Method Statements) and MOPs (Methods of Procedures) and ensuring all safety
procedures are adhered to while performing work
Research, investigate, evaluate, and qualify potential new equipment for network deployment
Keep abreast of changes in industry practices and emerging telecommunications technology by reviewing current literature, talking with colleagues, participating in educational programs, attending meetings or workshops as specified by the division
Draft of progress reports which must be clear, concise, comprehensive, and easy-to-understand by stakeholders and key decision makers
Manage storage of stock to agreed levels and ensure that you have parts available to complete jobs as quickly and efficiently as possible.
Liaise with Line Manager to agree non-reactive works to be undertaken

Educational Qualifications & Functional Skills

Bachelor’s Degree or Higher National Diploma in Electrical Engineering, Mechanical Engineering or relevant discipline
Fundamental knowledge of network design and layout as well as low voltage (copper/ fibre) cabling
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.
Demonstrable capability to form and lead tactical response teams to resolve specific technical issues by delivering root-cause remediation and successful timely implementation
An ability to deliver results in highly complex, technically challenging situations where collaboration across multiple teams is required
Excellent analytical and quantitative skills; ability to use hard data and metrics to back up
assumptions and develop business cases
Have an entrepreneurial spirit
Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, production methods, and coordination of people and resources
Aptitude in decision-making and problem-solving
Demonstrable communication, interpersonal and relationship management skills at expert level.
Demonstrable leadership and influencing skills at a senior level
Environmental / Industry analysis
Documentation and Strategic planning skills
Excellent communication skills
Project management skills also desirable

Work Experience

2+ years of Fibre/FTTH Operations
Fundamental knowledge of network design and layout as well as fibre cabling.
Experience in Vendor Management
Experience working in a Service Provider environment and providing technical support to end customer solutions
Experience working in the Telecommunications industry with a track record of technical achievement
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
Nimble Learning
Ensures Accountability
Drives Engagement
Drives Vision & Purpose
Excellent Decision Quality

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Field Support Specialist at ipNX Nigeria Limited
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