Network Support Specialist at Inq Nigeria

As a global leading-edge solutions provider, inq. prides itself in providing innovative, business-relevant services in Edge AI and IoT, Fabric, SDN/NFV for Edge Cloud, Secure Access Services Edge and Elastic Edge.

Our strength lies in the great people we have across the business: Edge expertise and our ability to provide global international best practice methodologies customised to local customs in each of our cities of presence. We are driven to assist our clients in Banking, Oil and Gas industries, FMCG, Mining, Health, Real Estate, IT, Public Sector, Logistics companies in their digital transformation journey.

Headquartered in Mauritius, we were founded in 2013, and we are a Convergence Partners company. We have contact points in 16 African cities, including Johannesburg, Gaborone, Lusaka, Ndola, Blantyre, Lilongwe, Lagos, Abuja, Port Harcourt, Kanu, Abidjan, Yaoundé. Our promise to our clients and stakeholders is to provide simpler, seamless solutions.

• This role is necessary for the role is responsible for supporting the operations of network by always solving issues on client’s circuit on the inq Nigeria network and will also be responsible for the clients’ request for change. The role is an integral part of the network operations team.
• Delivers a full spectrum of customer service support and will be responsible for providing first class 2nd/3rd line support, on-going improvement in customer satisfaction and the increased usage of all in-house and web-based application that will fast track and maintain Quality of service (QOS) as well as Quality of experience (QOE).
• Responsible for informing SM, 3rd partner vendors and team members about network performance andservice availability, primarily deals with both internal and external customers, engineers and the whole technical team
• Focus on identifying opportunities to benefit customers and offer advice and guidance in responding to customer enquiries andsolicit customer feedback to improve service and usenegotiation skills to resolve conflicts.
• Proactively identify network issues prior to the outage which reduces all escalation across the business.
• Ensure customer satisfaction through effective analysis and helping them to resolve issue on their link irrespective of the issue belonging to either Vodacom or customer and exceeding customer’s expectation.

• Be able to communicate about networking issues effectively and in a comprehensible manner both to internal and external customer andpromoting teamwork within the unit
• Integration, decommissioning and configuration VSAT remote on iDirect platforms (ibuilder & imonitor)
• Support of VSAT Hub and troubleshooting of all VSAT related calls logged from Hub to Remotes
• Troubleshooting / managing of all Backhaul and Vodacom managed CE devices
• Support of all 3rd party vendors for both core and access links.
• Support of Field engineers in fault rectification to meet MTTR and SLA
• Configuration and troubleshootingof all Core and Access P2P radios on the network.
• Troubleshooting and configuration of Hauhaun devices on the network.
• Troubleshooting of core and access transmission devices on the network.
• High level IP routing and configuration on core and access devices.
• Level 2 and Level 3 IP network related issues, such as switching, Routing and QOS.
• Troubleshooting of IP/ MPLS connectivity issues on the core and Access network.
• Configuration of IP Network devices (Routers and Switches)
• Re-benchmark outbound/inbound carrier with Satellite provider to ensure optimum performance of the Hub
• Escalating and supporting resolution of incidents that have exceeded MTTR and missed SLA
• Managing own time and productivity effectively to meet service level requirements
• Identifying process improvement opportunities to eliminate manual activities.

Interested and qualified candidates should send their applications to: inqngcareers@inq.inc using the job title as the subject of the mail.