Work Hours: 8:00 a.m. – 5:00 p.m. Monday – Friday
Work Mode: Onsite for the first three 3 months; hybrid system 4 days onsite, 1 day remote from the fourth month.
Salary Range: ₦250,000 – ₦300,000 depending on experience and certifications
About the Role
We are an Internet Service Provider ISP delivering reliable and high-performance connectivity solutions across Nigeria. We are seeking an experienced Network Support Engineer Level 2 to join our dynamic Network Operations team.
This role is for a proven technical professional with at least 3 years of Level 1 support experience and a strong background as a Field Support Engineer FSE in the ISP, ICT, or telecommunications industry.
The successful candidate will be responsible for resolving all Level 2 incidents and service requests escalated from Level 1 support and the Enterprise Sales Team. You will also provide technical assistance to field engineers and customers in deploying, maintaining, troubleshooting, and restoring network services within agreed Operational Level Agreements OLAs.
Key Responsibilities
- Resolve all second-level incidents and service requests escalated from Level 1 or Enterprise Sales Teams.
- Provide professional technical support and ensure prompt service restoration across deployed technologies.
- Support Field Support Engineers FSEs and third-party vendors during installation, integration, and troubleshooting.
- Ensure installations adhere to Service Delivery and Restoration Metrics SDRM, customer specifications, and quality standards.
- Carry out remote support for link integration, deployment, or troubleshooting on multiple technologies — Radio PTP, PTMP, Fibre, VPN, M2M, and others.
- Verify and test all customer access equipment before deployment.
- Provide technical guidance, knowledge sharing, and leadership support to FSCs and junior engineers.
- Collaborate effectively with internal teams and third-party service providers to achieve service excellence.
- Maintain strong communication, analytical, and problem-solving skills to enhance customer satisfaction.
Qualifications & Experience
- First Degree in Electrical/Electronic Engineering, Computer Engineering, Computer Science, or Physics.
- Minimum of 3 years Level 1 experience as a Customer Support Engineer or Field Support Engineer FSE.
- Demonstrated experience in the ISP, ICT, or Telecommunications industry.
- Proven expertise in troubleshooting and supporting LAN/WAN connectivity solutions.
Required Certifications
- CCNA – Cisco Certified Network Associate OR MTCNA – Mikrotik Certified Network Associate.
- CWNA – Certified Wireless Network Administrator.
- Training on Cambium and Ubiquiti radios.
Key Competencies
- Strong technical and analytical problem-solving abilities.
- Excellent interpersonal and communication skills.
- Leadership and knowledge-sharing mindset.
- Customer-oriented and quality-focused.
- Ability to work under pressure and meet strict deadlines.
- Proficiency in supporting both standard and non-standard network applications.
