Ipnx Technical Support Engineer (I-Tac Engineer)

ipNX Nigeria Limited is a leading provider of infrastructure-based Telecommunications and Information Technology services here in Nigeria. Leveraging more than a decade of experience, the company was formed by the divestment of the telecommunications services division of Telnet Nigeria Limited and has been in operation for many years. ipNX currently provides a range of communications and IT services to Corporate organizations within Nigeria on its IP (Internet Protocol) based communications network using both radio and satellite communications technologies. As part of its growth strategy, ipNX seeks to also extend its services to small and medium sized businesses and residential customers. In the long term, ipNX has determined that it needs also to have a strategic presence in the wire line market to ensure that we will be able to provide future services, which require high bandwidth in the last mile.
Job Title: ipNX Technical Support Engineer (i-TAC Engineer)
Job ID: 22
Location: Lagos
Department: Service Assurance
Function: Technical Support
Reporting to: Service Assurance Manager
Work Schedule: Shift
Travel Frequency: Seldom
Purpose of the Job
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):
Incident Management (First Call Resolution)???
Prompt Response to inbound calls and emails
Follow up on unresolved complaint/ open tickets to closure
Timely Escalation/feedback to relevant units.
Preparing Technical Reports