Field Engineer and Support Supervisor

Job Summary

Works for the Division’s Network Operations Center, as part of the Field and Support Engineering Unit, including Wireless Network, Satellite and Internet Access sub systems and networked systems.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 5 years

Job Description

Responsibilities:

  • Responsible for day to day monitoring of networked systems and software, hardware and storage components, maintaining equipment database and records, providing field support and installation, and providing online customer support.
  • Assign responsibilities to members of the support unit.
  • Manage Support Unit.
  • To install and ensure that customer sites are accurately installed according to laid down standards and specifications.
  • To keep and maintain ALL schedules, Files, and customer premises equipment data for all customer sites.
  • Performs specialized duties in support of Network planning, installation, testing, and deployment of hardware (router, switches, gateways, etc) and applicable software.
  • To maintain electrical, electronics and such connections including battery, UPS, Inverters, Stabilizers, connectors, adapters and plugs to ensure compliance with laid International standards in order to forestall downtime, failures and breakdown.
  • Responsible for monitoring with a view to capture availability/performance/capacity metrics of customer sites.
  • Provides 1st level troubleshooting and repair via technical phone support to Resellers & End Users.
  • To respond to online email via the support queue systems and directing to the appropriate persons for 2nd Level Support.
  • To provide online live technical support assistance via live chat on the web interface, whenever customers request for such.
  • To keep equipment, tools and Devices Stock Levels and records as well as physical status information and relate to Sales and Operations where necessary for auctioning
  • VSAT and Wireless Technical Training for support staffs and customers as are applicable.

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