Retail TAC

Swap Consuting Ltd/TTC Mobile Ltd

Engineering & Technology

IT & Telecoms NGN 150,000 - 250,000

1 month ago

Job Summary

The Retail TAC Engineer is responsible for ensuring efficient service delivery to the customers and ensuring customer satisfaction for all new services and support-related services. Contribute towards the research, design, and implementation of functionality that will propel clients’ products and market-leading solutions to the next level.

Minimum Qualification:Degree
Experience Level:Mid level
Experience Length:3 years

Job Description/Requirements

Restore service failures for Retail Customers within 24 hours of their occurrence.
Ensure Research and Solutions management, system requirement analysis, and 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, and 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/segments that require preventive maintenance on the network.
Ensure consistent preventive maintenance
Plan and execute nodes/segments 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 processes across prioritized work efforts to optimize execution excellence.
Proactively identify insight needs driven by strategic imperatives and translate them 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.
Monitoring Application to improve MTTR for Faults
Audit and collate information for the fiber outside the plant network.
Prepare and implement Methods of Procedures (MOPs) and update network documentation based on changes in network topology.
Research and Report Management
Investigate, design, plan, and coordinate the implementation of infrastructure technology for IT networks.
Document and communicate/escalate critical issues and recommend 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 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 all networks and circuits.
Manage maintenance and repair programs, making sure systems don't break down.
Ensure new equipment meets regulatory and client 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.

Requirements:

BEng 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)
MSc involving Engineering, Science, 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 the 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 their relevant integration to the network (LAN, MAN & WAN)
Ability to use network monitoring/optimization devices (software/hardware) to proffer solutions to network-related problems 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 are also desirable.

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