Assistant Manager, L2 Technical Support at MainOne Cable Nigeria

MainOne Cable is a leading facilitator and preferred provider of innovative telecom services and network solutions such as Connectivity and Data Center Solutions to Telecom operators, Internet Service Providers (ISPs), other businesses and Government institutions across West Africa.

MainOne Cable’s success is built on having talented and highly proficient people within their respective fields as the driving force behind our business. A job in MainOne is different from any other you have had. With joining MainOne you’ll be challenged, inspired and proud as you become a part of something big.

We are recruiting to fill the position below:

Job Title: Assistant Manager, L2 Technical Support

Location: Ajah, Lagos
Department: Technical
Job Type: Permanent

Responsibilities

  • Proactively identifying potential issues that could lead to network and/or service breakdown.
  • 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
Qualifications & Skills:

  • Bachelor of Science in Computer Science, Engineering or related field with at least 8 years experience
  • 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

Competencies:

  • Good oral and written communication skills
  • Time & self management skills
  • Relationship Management
  • Team work
  • Ability to work well under pressure
  • Strong Leadership Capability

Demands of the Job

  • Ability and willingness to work long hours and meet tight deadlines;
  • Ability to work under minimal supervision,
  • Ability to stand in (DOA) for the L2 Technical Support Manager

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