JOB DETAILS

Job Title: L2 Technical Support Engineer

Department: Technical
Location: Lagos
Number to Hire: 4
Job Type: Permanent
Minimum years of Experience: 5

Responsibilities

The L2 Technical Support Engineer will be responsible for carrying out investigation for the day to day L2 escalations across IP & TX domains with the expectation of meting & exceeding approved OLAs/SLAs in all operating regions (Nigeria, CIV, Ghana, Europe etc.) of  the Main One network. Other responsibilities include:

  • Proactively identifying potential issues that could lead to network and/or service breakdown. This is most especially on the IP platforms in view of the surge in IP issues noticed in recent times.
  • Level two (L2) technical support interface for all L2 technical issues from the GNOC team and others, as the case maybe.
  • Drive visibility and effectively manage repeat network/service and CX issues, across board and in a timely manner.
  • Lead manage of specific customer & network facing planned maintenances
  • From time to time advise the business on network & customer solution inherent risks and mitigation plan to address and prevent them from becoming issues for the network and customers.
  • Escalations Prioritization, in terms of handling, in accordance with the approved OLAs for service segmentation e.g. High Capacity, High Profiled, Prime, Platinum, Gold, Silver and Mercury.
  • Drive and Manage upward technical interactions (L3 Support, Network Planning & OEMs) in a timely manner and in ways that ensure that network and customers interests are protected
  • Low level planning (i.e. upgrade, downgrade, service performance improvement etc.) of network and services in operations with the aim of improving performance and reducing Operation, Administration & Maintenance (OAM) cost.

Qualifications, Skills & Competencies

  • Bachelor of Science in Computer Science, Engineering or related field
  • Relevant professional/technical certifications in IP or Transport network
  • Good presentation skills
  • Relationship Management skills
  • Time & self-management skills
  • Ability to work well under pressure
  • Good oral and written communication skills
  • Good knowledge of networking technologies
  • Fundamental understanding of engineering methodologies, values
  • Strong knowledge of either IP or Transport network protocols
  • Good understanding of technological trends and their applications

Demands of the Job

  • Ability and willingness to work long hours and meet tight deadlines;
  • Ability to work under minimal supervision, Run shift Ops.
  • Good oral and written communication skills
  • Relationship Management
  • Team work
  • Ability to work well under pressure
  • Strong Leadership Capability