Job Title: Head, Field Support and Operations

Department: Technical
Location: Lagos
Number to Hire: 1
Job Type: Permanent
Minimum years of Experience: 7


  • Prepare vendor SLA and availability reports
  • Respond to GNOC faults escalations
  • Interface with GNOC on resolutions of Customer services concerns 
  • Manage and track and resolve customers escalated issues
  • Ensure that outages are resolved within the committed SLA.
  • Update dispatch with accurate information pertaining sites and customer feedback
  • Ensure quality is attained with reference to industry standards.
  • Handle CPES and ensure they are well packaged with all accessories intact in cases of recovery
  • Maintain integrity including management of customer premise, company Image and phone etiquette.
  • Share feedback on issues pertaining to the network and customer experience.
  • Share relevant information with relevant teams including addresses, gaps and network issues
  • Respond to customer inquiries about products, work operations, etc. during field contacts.
  • Produce and maintain all records related to the assigned tasks
  • Ensure there is preventive maintenance tasks on customer premises, including among others Coaxial and Optical Fiber cables, disconnection of idle drops, report sagging cables and damaged network devices.
  • Ensure work tools are well maintained including laptops, Compression tools, motor bikes etc
  • Ensure prompt and proactive escalations and follow up of diminishing spares in our inventory 

Qualifications, Skills & Competencies

  • First degree in a relevant field of study.
  • Minimum of 7 years' experience in the designs, installations and maintenance of Microwave radios and fiber optic networks plus minimum of 2 years project management experience.
    A comparable amount of training, education and experience may be substituted in lieu of some of the minimum qualification
  • Good knowledge of GPON protocol (ITU-T G.98x standards) and/or a strong experience of GPON equipment configuration (OLT & ONT) is mandatory
  • Considerable knowledge of design and construction practice on GPON fiber optic networks
  • Good knowledge of equipment and technologies like
    ·Ethernet access networks (VLAN bridging, cross-connect)
    ·Ethernet QoS (policing, shaping, IEEE 802.1p, 802.1q, 802.1ad)
    ·Measurement equipment's (protocol emulators, traffic generators, protocol analysers)
  • Ability to operate an OTDR to troubleshoot and test fiber optic cable.
  • Ability to troubleshoot large GPON and Wireless network.
  • Thorough and complete knowledge of rules, regulations, policies and procedures applicable to electric and communication industry, and the ability to apply them in day-to-day engineering situations
  • Considerable knowledge of local and state permitting agencies codes and regulations
  • Considerable knowledge of other office software, such as Microsoft Word, Excel and Access.
  • Considerable knowledge of monitoring and management platforms 
  • Ability to write technical specifications
  • Extensive knowledge of creation of fiber optic and Microwave paths and calculation of link budgets.
  • Considerable ability to establish effective working relationships with internal and external customers.
  • Ability to plan the work of technical personnel engaged in surveying.


Demands of the Job

Expect odd hour escalations 

Working under pressure with results

Intense Supervision of Vendors field activities