Description
Purpose of the Job
The Solutions & Research Engineer is responsible for ensuring efficient service delivery to the customers and ensure customer satisfaction for all new services and support related service.
He will have the responsibility of contributing towards the research, design and implementation of functionality that will propel ipNX products and market-leading solution to the next level.
Also, he is to Provide technical support through collaborative partnership to deliver high quality and reliable network performance.
Expected Key Results
Key Activities
Corporate/FOS Incident Management
Restore service failures for Corporate Customers within 4 hours of its occurrence.
Understand implementation and integration of technical hardware and software solutions.
Provide high level system design and the development of proofs of solution and value.
Restore service failures for Retail Customers within 24 hours of its occurrence.
Ensure Research & Solutions management, system requirement analysis, option and scenario evaluation are carried out.
Demonstrate solution-based thinking – leading to quick problem/issue resolution on a day-to-day basis, responding to queries, updating on progress.
Incident Management Communication: Provide prompt feedback for input into the OTRS Application with information relating to activities being carried out to resolve customer service incidents.
Preventive Maintenance: Plan and execute nodes/segment that require preventive maintenance on the network.
Ensure consistent Preventive Maintenance:
Plan and execute nodes/segment that require preventive maintenance on the network.
Conduct collaborative system specifications, system integration, and evaluation of system functions.
Provide user support by diagnosing network and device problems and implementing technical or procedural solutions.
Execute multi-tiered process across prioritized work efforts to optimize execution excellence.
Proactively identify insight needs driven by strategic imperatives and translate into meaningful strategic recommendations.
Test and evaluate hardware and software to determine efficiency, reliability, or compatibility with existing systems.
Provide technical support for the network surveillance, provisioning, installation and repair of infrastructures, sales, sales engineering, and marketing departments.
Implement an FTTH Monitoring Application to Improve MTTR for Faults:
Audit and collate information for the fiber outside plant network.
Prepare the as-maintained documentation within region/subregion managed for the O&M Unit.
Monitor network performance and investigate anomalies in the system and resolve issue.
Optimize network uptime and promptly repair network failures.
Audit and collate information for the fiber outside plant network.
Prepare and implement Method of Procedures (MOPs) and update network documentation based on changes in network topology.
Research and Report Management:
Investigate, design, plan, and coordinate implementing infrastructure technology for IT networks.
Document and communicate / escalate critical issues and recommending quick solutions to minimize business disruption due to infrastructure support issues.
Drafting of progress reports which must be clear, concise, comprehensive, and easy-to-understand by stakeholders and key decision makers.
Contribute towards prospect specific inquiries/scoping projects around implementation, Support models, technical configuration, security and/or data integration.
Execute solutions and use cases that leverage ipNX product integrations that generate business value.
Research actively the applications of new theories, techniques, and technologies that can drive innovation.
Critically assess the performance and impact of current products, suggesting and implementing adaptations where appropriate.
Work with Engineering teams in order to facilitate technology transfer from research to product.
Perform Monitoring, Backup and Recovery Procedures
Adhere to controls to provide security for operating systems, software, and data.
Maintain technical documentation and database information for the all networks and circuits.
Manage maintenance and repair programs, making sure systems don't break down.
Ensure new equipment meets regulatory and client’s requirements.
Participate in relevant training webinars to understand recent release functionality, demonstration environment configuration and behavior.
Monitor and analyze system performance, such as network traffic, security, and capacity.
Monitor network performance and investigate anomalies in the system and resolve issues.
Optimize network uptime and promptly repair network failures.
Stakeholder Management:
Interface effectively with customers, other departments and managers to resolve customer problems.
Conduct and support training sessions with members inside and outside of the organization.
Track contractor performance, including billing against budget and contract.
Deliver network designs and customer solutions based on a set of requirements.
Partner with local technical operations staff to maintain, revise, and track process/operations documentation.
Educational Qualifications & Functional Skills
B.Eng in Computer Engineering, BEng Electrical Electronics or any IT related Degree. (2.2/ Upper Credit Minimum)
CCNA (Cisco Certified Network Associate); CCNP (Cisco Certified Network Professional)
M.Sc involving Engineering, Sciences, Mathematics or similar fields
Industry Certifications in AWS, CISSP, CCDP, CCNP, and CCIE
Customer centric and stakeholders management
Good LAN/WAN network design and implementation skills
Ability to solve complex problems in the shortest available time using honed analytical skills
Good interpersonal skills with customers, vendors and members of team
Design and analytical troubleshooting of LAN, WAN network and Internet-data architecture with good knowledge of routing protocols (EIGRP, OSPF, RIP etc)
Good knowledge of installation and configuration of core network devices and its relevant integration to the network (LAN, MAN & WAN)
Ability to use network monitoring/optimization devices (software/hardware) to proffer solutions to
network related problem and optimize network performance where necessary
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.
Ability to quickly learn, understand, and work with new emerging technologies, methodologies and solutions in the cloud/IT technology space
Excellent analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and develop business cases
Have an entrepreneurial spirit
Pre-Sales & Post-Sales Management
Project management skills also desirable
Work Experience:
3 years of experience with Fiber to the Home (FTTH) infrastructure, and experience in construction on new outside and inside plant (OSP/ISP) fiber infrastructure
Experience presenting technical concepts to a general audience
Basic experience with basic configurations of enterprise or carrier grade networking equipment such as routers, switches, firewalls, encoders, optics, and Dense Wavelength Division Multiplexing(DWDM)
Previous commercial engineering experience
Experience in technical consulting and customer handling
Proven experience in data analytics, statistical methods and models
Experience and knowledge related to different research methodologies and comfort in how these approaches would work
Experience working in a Service Provider environment and providing technical support to end customer solutions
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
Resilience
Self-Development
Nimble Learning
Ensures Accountability
Develops Talent
Drives Engagement
Drives Vision & Purpose.
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