Description
Job Objective
Create a superior end-user experience by providing operational support and enhancements for a wide range of IT devices, applications, hardware, network, systems and services, supported by large team of skilled IT professionals.
Job Summary
Delivery of Netcom IT Support as a service to the customer, user incident resolution and solutions implementation, updates and upgrades, network and systems support, technical and incident recording and administration, with reporting to Netcom reporting line and Customer.
Key Duties & Responsibilities
Continuously and consistently record all reported incidents real time and resolve within SLA while following the ICT Incident reporting and escalation procedure.
Continuously and consistently follow-up on the incidents as per SLA and priority. Monitor and manage the Open Ticket Queue for outstanding incidents to achieve resolution as soon as possible and at least within SLA or committed timeline.
Implement, maintain real time, and develop (improve) daily (checks and incidents, opening and closing), weekly (Activity log, ticket report), monthly (ticket report and analysis), quarterly (audit / registry) and ad-hoc administration and reports with and without use of ManageEngine ticketing system and other generated data and reports.
Update daily on escalations, delays, inquiries, and opportunities via applicable Netcom internal communication channels such as Teams.
Liaise with the ITO Supervisor/Team Lead/Manager and VP Operations to coordinate and manage operational, technical, and commercial Issues and opportunities, and to inform Netcom Business Development Department (BDD) Account Manager of concrete opportunities as applicable.
Keep up to date and maintain all Customer IT hardware, software, and licenses, including up-to-date IT records (Audit, Register), and prepare recommended additions and changes during budget reviews.
Work with the Netcom IT capability owners to further advance the IT environment at Customer site based on best practices developed in cooperation with Netcom teams owning the applicable capability
Interact with the Customer representative and key staff, including Heads of Department, to establish a working relationship and ensure smooth problem resolution.
Any other task as assigned by VP operations.
Requirements
Experience, Education and / or Professional Qualifications:
A preferred Degree in any of the following areas - Electronics, Computer Engineering, Computer Science and other core sciences with strong basis for ICT.
Mandatory 1 – 5 years experience in similar role for network, systems and user support, and new solutions implementation support.
ITIL, PMP, Prince2 and/or any Microsoft / Cisco / other OEM or professional certification(s).
Essential Skills / Knowledge / Traits:
Knowledge of IT Support procedures, systems, administration, and support with the ability to sustainably clarify, improve and change existing or new operational IT Support initiatives.
Knowledge of ticketing system, Service Level Agreement, key performance indicators.
Knowledge of desktop, laptop, mobile device, and unified communications (IP phone, VOIP, conference system) troubleshooting installation and troubleshooting.
Knowledge of router installation and configuration, LAN troubleshooting and management, DHCP configuration and troubleshooting.
Knowledge of MS Windows OS installation, MS Office (O365) licensing, activation, application installation and user configuration and administration.
Knowledge of Active Directory Administration including creating and managing domains, security groups, access rights.
Advanced communication, relationship management and team working skills
Proactive and always alert and following up to respond and get things done, while using every escalation as an opportunity to improve laid down procedures and follow-up on communication and implementation of the same.
In depth Experience with Microsoft Outlook, Word, Excel, and PowerPoint.
Basic knowledge on servers, cloud computing & security.
Desirable Skills / Knowledge / Traits:
Hands-on experience and ability to demonstrate in areas of key duties and responsibilities and essential skills/knowledge.
Knowledge of end point protection, antivirus, monitoring, control and other device security products and solutions.
Knowledge of and hands-on experience with firewall and web filter installation, configuration, troubleshooting.
Knowledge and hands-on experience with back-up and recovery systems and applications.
go to method of application »
Location:
Victoria Island, Nigeria
Job Objective
Create a superior end-user experience by providing operational support and enhancements for a wide range of IT applications and services, through a Netcom ITO representative supported by large team of skilled IT professionals.
Help the client’s business succeed by proposing effective and long-lasting solutions rather than provisional measures that are covering only the necessary.
Job Summary
Acting as liaison, bridging/facilitating communication and understanding between the Customer and Netcom ITO team and ITO staff. Understanding the Customer’s business and therefore IT needs and coordinating the process of delivery of IT Outsourcing Support, solutions implementation, maintenance, technical and coordination administration, and reports to the Customer.
Key Duties & Responsibilities
Successfully manage and improve all aspects of Netcom’s ITO Services contracts to their Customers as an independent business line, including implementation of all existing and future additional and improved procedures, systems, and administration.
Implement, maintain, and develop (improve) daily, weekly, monthly, and quarterly and ad-hoc administration and reports with use of NetCare ticketing system and other generated data and reports as part of demonstrating delivery of the committed ITO Services and value add to the Customer.
Monitor and manage the Open Ticket Queue for outstanding Netcom and ITO clients to achieve resolution as soon as possible and at least within SLA or committed timeline.
Liaise with the Netcom Business Development / Account Manager to inform, coordinate and manage operational, technical, and Commercial Issues and opportunities.
Keep up to date and maintain all Netcom IT hardware, software, and licenses, including up-to-date IT records (Audit, Register), and advise on necessary additions and changes during budget reviews.
Work with the Netcom IT capability owners to further advance the IT environment at Netcom and Customer site based on best practices developed in cooperation with Netcom teams owning the applicable capability.
Interact with the Customer representative and key staff, including Head’s of Department, to establish a working relationship and ensure smooth problem resolution.
Resolve issues that may be escalated or occur outside of office hours, e.g MD & CEO support and escalations.
Adhere to Netcom procedures and best practices and enforce such procedures with ITO staff deployed at Customer site or working on remote assistance.
Ensure complete compliance with Netcom internal policy and TL9000 quality standards
Provide and collect feedback from ITO staff at Customer site insight & suggestions regarding improvements and opportunities in the Customer IT environment.
Any other task as assigned by VP operations.
Requirements
Experience, Education and/or Professional Qualifications:
A preferred Degree in the following area - Electronics, Computer Engineering, Computer Science, Physics, Mathematics and other core sciences with strong basis for ICT.
Mandatory 5 – 7 years’ experience, with at least 3 years in the same role managing contracts and resources for delivery of IT Solutions, and network, systems and user Support.
ITIL, PMP, Prince2 and/or any Microsoft / Cisco / other OEM or professional certification.
Essential Skills / Knowledge / Traits
Knowledge of IT Support procedures, systems, administration, and support with the ability to sustainably clarify, improve and change existing or new operational IT Support initiatives.
In depth knowledge of ticketing system, Service Level Agreement, key performance indicators, resource and site allocation and differentiation leading to ability to keep, manage and control team performance on various sites at required levels.
Knowledge of Windows Server Administration, IT/Desktop troubleshooting, Financial Application – like Navision, ERP, CRM, etc.
Knowledge of IP Network, LAN management and Troubleshooting, Microwave/Radio Management, VOIP on Avaya, Cisco or other platform.
Knowledge of MS Office (O365) licensing activation and administration, Email account and Exchange server administration and management both on-premises and cloud hosted.
Knowledge of Active Directory Administration including creating and managing domains, preparing disaster recovery strategies, offering technical support to users, upgrading software, and handling user accounts.
Advanced communication and relationship management skills
People management and team working skills.
Proactive and always alert and following up to respond and get things done, while using every escalation as an opportunity to improve laid down procedures and follow-up on communication and implementation of the same.
In depth Experience with Microsoft Word, Excel, and PowerPoint to communicate and present internally and externally on queries, reports, performance, improvements, investments, and others necessary to improve, develop and promote ITO Services as a business line.
Desirable Skills / Knowledge / Traits:
Hands-on experience and ability to demonstrate in areas of key duties and responsibilities and essential skills/knowledge.
Database administration, web administration and programming.
go to method of application »
Location:
Victoria Island, Lagos
Department: Business Development
Reports to: VP, Business Development
Objective & Summary
Reporting to the Head, Business Development this role is responsible for generating leads, initiating and developing client relationships.
Key Duties & Responsibilities
Account Management:
Ensure quarterly sales target are met
Upsell new solutions to existing clients
Account Management to ensure client satisfaction on network
Ensure zero churn of client
Build personal relationship with client’s management/I.T contact
Assist in the management of new projects/installations with engineering team to ensure project delivery to client’s satisfaction
Establish and maintain relationship with engineering, procurement, finance and legal team on a day to day basis to ensure best/undelayed service to our clients
Assist billing team to resolve payment delays from clients
Ensure timelines are followed and communicated to clients.
Provide assistance to engineering team, provide all information to deliver best quote and proceed with surveys/installation.
Regularly provide feedback/updates from client.
Provide support to best manage outages or maintenance activities
Ensure client’s KYC are properly filled; contract, welcome pack to be sent post installation, renewals etc.
Proficient in work flow of SAR – new deals, upgrades, demo upgrades(to test), downgrades, modifications, change management forms, etc.
Ensure SLA are all updated and shared to client
Manage and prioritise all tasks appropriately on a daily basis to ensure no delays
Communicate/escalate issues to engineering or management to improve Netcom services.
Research and Reports:
Keep management informed by submitting activity results and reports, such as daily call reports, weekly work plans, monthly and annual activity reports.
Monitor competition by gathering current marketplace information on pricing, products, new products, delivery schedules, merchandising techniques, etc.
Recommend changes in products, service, and policy by evaluating results and competitive developments.
Internal Relationship Management – liaise & collaborate with:
Finance - on the work flow of Service Activation Requests – new deals, upgrades, demos, downgrades, modifications, change management, etc.
Billing -to negotiate pricing within approved margin
Day to day operational business solutions interface between departments
Legal - to ensure the aspects of contract, signing, service contracts, revisions are done.
Ensure SLA’s are all adhered to and all documentations are up to date.
Education and/or Professional Qualifications
Graduate degree qualification essential.
Affiliation to professional bodies
Experience:
The ideal candidate should have not less than 5 years’ experience preferably selling technology solutions
Essential Skills / Knowledge:
Experience with both Microsoft operating system and Apple operating system
Strong verbal and written communication.
Good presentation skills for business reports
Ability to organize and conduct purposeful Departmental/ Unit meetings
Ability to develop and maintain business relationships with internal and external stakeholders.
Desirable Skills / Knowledge
A polite, friendly and diplomatic Behaviour
Outgoing and reliable personality
Speak Confidently and firmly
A passion for selling
Opportunistic in approach
Ability to communicate with people at all levels
Ability to organize and conduct purposeful meetings
Establish and build a strong relationship with management of Netcom clients
Strong prospecting and negotiation skills
A high degree of self-motivation
Resilience and persistence
Persuasiveness
Quick thinker
Problem solver
See it, own it attitude
Time management skills
Ability to do multiple tasks at once
Self initiative, but also able to work as part of a team
Ability to generate ideas
Strong administrative skills
Good understanding of Microsoft operating systems.
Able to use properly MS Word, Excel and Power-point
Why You Should Join Netcom:
Professional Membership Subscription
Gym Membership
Group Life Insurance
HMO
Career Growth and Opportunity to Change the World Through Technology
go to method of application »
Job Summary
Drive and support the technical proposal and costing process as economic technical solution provider, in cooperation with technical capability owners, to both prospective customers and representatives of currently assigned client accounts.
Key Duties & Responsibilities
Respond to customer requests for proposals received through BDD, develop technical solution designs and bills of materials for cost-effective solutions.
Provide basic design information of solution scope, functional description, bill of material and specification to serve as a basis for independent delivery / implementation by Project Engineering team and capability owners representatives as applicable.
Provide Technical Sales Support for the company's portfolio of products and services and effectively communicate the value proposition of offered solutions.
Collaborate with BDD, Capability Owners and other technical OEM resources to ensure proposed deals include technical solutions that accurately address customer needs and are appropriately supported by key customer technical decision-makers.
To continually keep up with new technologies entering the market and refresh technical sales training and certification to stay current with evolving technologies and continue to develop optimal product and service offering.
Gather and prioritize customer requirements and other market insights to define the future of Netcom products and services and to recommend new product lines.
Achieve product and service pre-sales engineering productivity, profitability, and growth targets.
Develop thorough knowledge of technology relating to the product technology and experience in network, storage, servers, cloud, and security solutions.
Experience, Education and/or Professional Qualifications
Bachelor’s Degrees in Computer Science, Network Engineering or Information Security.
Alternatively, an associate degree when holding technology certifications in networking, (cloud) storage, security, or virtualization.
3-5 years job experience in the information technology or related technical service provider sector.
A record of achievement and technical solution expertise in a comparable Pre-Sales role.
Product sales certification, engineering design credentials, or equivalent technical sales credentials for OEM solutions.
Demonstrated success defining, launching, and managing product lines.
Demonstrated track record in developing product strategies.
Essential Skills / knowledge / Traits:
Ability and capability to understand customer requirements and determine the best solutions
Demonstrate understanding of systems administration and performance tuning of application/software – virtualization, containerization, automation software, Cloud architecture, UNIX/Linux based environments, etc.
Demonstrate understanding of network design and implementation in IP networks is a must – switches, routers, firewalls, bandwidth managers, IP telephony systems, wireless network, etc.
Ability to work as a motivated self-driven team player in coordination with capability owners and Account Managers for standard solutions and with HOD’s and Management for non-standard and new products and services solutions.
Commitment to developing and maintaining long-term customer relationships.
Excellent written, verbal and presentation communication skills.
Desirable Skills / knowledge / Traits:
Commercial and customer focus.
Ability to motivate and drive cross-functional teams without formal authority.
Solid organizational skills including attention to detail and multi-tasking.
Ability to work under pressure.
Willing to perform work or support outside office hours if required.
go to method of application »
Location:
Victoria Island, Lagos
Job Summary
The Job holder will be responsible for ensuring the proper running and maintenance of the Data Center by adhering strictly to necessary policies and procedures affecting the Data Centre. And also ensure the enforcement and tracking of such policies, procedures and activities.
Key Duties & Responsibilities
Restrict and monitor access control into the Data Centre.
Ensure thorough cleaning and maintenance of Data Centre based on a regular schedule.
Procure and maintain environmental control units in the Data Centre.
Keep proper Inventory control of the Data Centre equipment.
Monitor, record and escalate equipment performance in the Data Centre.
Maintain ownership of change management request for the Data Centre.
Password control for equipment in the Data Centre.
Backup policy for the equipment in the Data Centre.
Disaster recovery plan for the Data Centre.
Labelling of equipment in the Data center according to the approved naming convention.
Create Data Centre Policies.
Update, maintain, enforce & control Data Centre policies.
Education and / or Professional Qualifications
Degree in [Engineering, Computer Science] or a related field.
Professional qualifications, accreditation to professional bodies.
Essential Skills/Knowledge
Maintenance and monitoring of hardware.
Maintenance of environmental control units.
Analytical thinking.
Troubleshooting Skills.
Experience with:
Network monitoring activities and applications.
Network preventive/corrective maintenance.
Data Center equipment and maintenance.
Desirable Skills / Knowledge:
Ability to quickly understand and adapt to the use of new software.
Working knowledge of iDirect VSAT system.
Working knowledge of Gilat VSAT system.
Good knowledge of 3G.
Work well in a busy team, being quick to learn and able to deal with a wide range of issues.
Related search
