Hotspot Equipment Manager
3 weeks ago
Hey We’re ikeja, with a lowercase “i”, always. We’re a home-grown tech company that builds tools and services enabling affordable internet access to Ekasi (Definition : _Search Results - _Ekasi is a township; slang meaning = my community).
In short, we provide the internet and we provide it like never before. We’re changing the game, wait - no one has ever done this - we’re creating the game on how to provide the most affordable unlimited internet and associated services to South Africa.
By serving our customers, we’re capturing the opportunity to bridge the digital divide and unlock the potential of deserved communities. We’re looking for people who are not only inspired by this goal, but who are passionate about helping us achieve it.
**Role | What you will be doing**
At the heart of the NOC engineer role, it is your responsibility to ensure that the core network remains operational and is performing optimally at all times.
ikeja has built its own network which is constantly growing and evolving with the expansion of our services across multiple provinces. In this role, you will be required to familiarize yourself with ikeja's network as well as the tools and processes relating to its function. You will also work to refine existing designs, systems and processes.
**Responsibilities**
- Schedule job cards for hotspot teams to attend and resolve hotspot-related issues.
- Optimization and management of the hotspot wireless network (frequency optimization and device reconfiguring).
- Prioritize faults based on income and urgency of hotspot devices.
- Monitoring and resolution of community pole outages and faults.
- Uptime tracking for hotspot devices and community poles.
- Handling hotspot escalations from CE.
- Engage with Clients on cases where direct contact is required.
- Managing and resolving job cards of hotspot field teams.
- Tracking hotspot faults and identifying recurring problems to resolution.
- Second Line quality assurance for hotspot field teams.
- Audit and manage customers' hotspot device information to ensure correct equipment tracking.
**_Key role requirements_**
- +- 2 - 3 years networking experience in either Telecommunications, Fixed Line, Wireless or Radio based connectivity.
- Proficient with corporate productivity and web presentation tools.
- Experience with broad CRM systems.
- Familiarity with network monitoring tools such as PRTG and Thruk - using protocols such as SNMP and Syslog.
- Ability to work odd hours (9 hour shifts rotating around a 24 hour period).
- Ability to work independently as well as in a team.
- Ability to live out the ikeja company values when carrying out your role.
- Implement solutions with urgency and precision.
- Document resolution procedures and learning to limit recurrence at scale.
- Identify and diagnose trends, repetitive faults and symptoms.
**Preferred experience | bonus points**
- _Previous networking / ISP/ MNO experience_
- _Customer service experience_
- _Experience with collaborating closely with customer service teams in the past_
- _Multilingual - Speak, Xhosa, Zulu, Somali or Aramaic_
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