Built from the ground up for high-speed broadband IP communications, Netcom Africa Limited has been the leading ICT provider of corporate tailored solutions in western Africa since 2004. Our communications product suite is best in class using the latest generation technologies in communications and supported 24/7 by some of the most experienced customer support and technical engineers in the industry. Today our network reaches major business centers with access to 154 countries. We own and operate our own infrastructure with clear channel capacity leasing on all available subsea cable systems landing in Nigeria for redundancy. We are the only ICT provider in Nigeria able to guarantee a service Availability of 99.5% delivering quality standards comparable to USA and Europe. Our Quality Focus TL9000Netcom is Africa’s first ISO9001:2008 and TL9000 certified company, bringing international telecommunication standards to the continent.
Objective And Summary
To ensure 99.9% availability of Netcom’s Core / Access network. To offer support to Netcom technical teams. To observe trends and generate network reports for maintaining & enhancing the delivery of quality services.
Key Duties & Responsibilities
Ensure 99.9% availability of Netcom’s Network
Fault handling and escalation (identifying and responding to faults on Netcom’s systems and networks, liaising with 3rd party suppliers, service providers handling escalation through to resolution).
Provide first line diagnostics concerning network observations/occurrences by troubleshooting effectively and reporting efficiently.
Manage and maintain Netcom’s monitoring system, reporting trends and observations within the network including all aspects of internal and external network devices, services and systems performance (this includes outages and non-outage situations) identifying potential or existing anomalies.
Provide second level support to resolve complex, technical customer problems as well as rendering support services to Netcom technical teams and other technical teams within NOC internal and external SLA’s.
Documentation of trouble resolution using ticketing system (Netcare) ensuring all activities comply with standards.
Develop procedures and work instructions for better performance and execution of NOC activities.
Function in a 24-hour shift rotation.
Develop and maintain a solid understanding of Netcom’s products and processes as they evolve.
Requirements Essential Skills / Knowledge / Traits
Strong knowledge on PRTG or similar Network monitoring application
Work in Internet service provider or Teleco in similar role
Knowledge on various network tools like PingPlotter, iPerf, nPerf, Wireshark
Basic ability to assess and prioritize faults and respond or escalate accordingly. Must be able to find answers to technical problems through a variety of mediums
Basic knowledge on Microwave radio link maintenance & troubleshooting.
Basic ability to collate and analyze data from various sources.
Basic knowledge on LAN, WAN networks.
Basic LINUX/Windows 9/10 systems administration skills.
Strong documentation abilities.
Experience, Education And/or Professional Qualifications
Bachelor’s degree in computer science, a related degree or equivalent work experience
Previous experience in NOC or Technical support Help Desk
Cisco CCNA certification or Network related Certification / Training
Benefits
Healthcare Insurance (HMO)
Paid Leave
Group Life Insurance
Professional Development Reimbursement