ipNX Nigeria Limited is an integrated info-communications company focused on providing every person, every home and every business in Nigeria with world-class information, communication and entertainment services. We are recruiting to fill the position below:Job Title: Ipnx Technical Support Engineer (i-tac Engineer)Job ID: 22Location: LagosDepartment: Network Services DivisionFunction: Technical SupportReporting to: Service Assurance ManagerWork Schedule: ShiftTravel Frequency: SeldomPurpose of the Job (Brief)Provide first level off-site technical support for all ipNX services: Voice, Data connectivity, Internet services, WiMAX services etc. To consistently provide a high level of excellent customer service and support ensuring customers satisfaction.Expected Key Results (Detailed KPIs)/Key ActivitiesIncident Management (First Call Resolution):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.Monitoring and escalation based on SLAs, coordinate with other teams as may be necessary to resolve customer issues within the contracted SLAs.Proactive monitoring of all ipNX owned & installed network elements in corporate customers’ premises.Prompt Response to Inbound Calls and E-mails:Ensure initial call assessment, resolution (if possible) or escalation 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:Liaison with clients on updates of progress on Service Requests and Incidents reports ensuring they are kept up to date. Dissemination of information regarding network faulty condition, causes, planned outage period for repair/preventive maintenance.Preparing Technical Reports:Produce periodic error-free service reports in order to inform both management and external clients of service levels achieved and areas of service improvement required.Prepare daily incidence summary reports.Prepare monthly availability reports for customers.Generate outage, fault and utilization reports as well as cause analysis/ reason for outage reports.