- Experience
- 3–5 yrs
- Salary
- NGN 300,000 – NGN 350,000 / month
- Openings
- 1
- Posted
- 3 hours ago
- Work mode
- In office
- Education
- Bachelor's Degree or HND
- Resume
- Required to apply
Where you'll work
Job description
About the Role
We are looking for a motivated and technically adept Field Coordinator to manage field service operations effectively for a leading telecommunications and ISP company based in Lekki, Lagos, Nigeria. This full-time, on-site position involves overseeing service tickets from start to finish, coordinating field engineers, ensuring compliance with service standards and SLAs, and facilitating smooth communication across teams.
Key Responsibilities
- Monitor and manage incoming service tickets via the Customer Care Management system, prioritizing requests based on urgency and business impact.
- Allocate tickets to suitable field engineers considering expertise, location, and workload to guarantee timely responses.
- Coordinate daily field activities, track engineers' locations and job progress, and ensure jobs meet agreed timelines.
- Provide first-level technical assistance to engineers, escalating complex issues to senior staff as needed.
- Review field service reports for accuracy and completeness, update tickets accordingly, and prepare operational reports on daily, weekly, and monthly bases.
- Maintain continuous communication between customer support, network operations, technical teams, and field personnel to ensure efficient issue resolution.
- Enforce compliance with operational procedures, safety standards, and quality controls, contributing to ongoing process improvements.
Candidate Profile and Qualifications
- Possesses a Bachelor’s Degree or HND in Computer Engineering, Telecommunications Engineering, Information Technology, Electrical/Electronics Engineering, or related fields.
- Professional certifications like CCNA or other networking/telecommunications credentials are advantageous.
- Has 3 to 5 years’ experience in telecommunications, ISP operations, network support, or field service management.
- Experience supervising field engineers and managing technical service operations under SLA-driven environments.
- Strong working knowledge of ticketing systems, network troubleshooting, and telecommunications infrastructure.
Skills Required
- Expertise in coordinating field operations and managing service tickets.
- Understanding of RF, LAN, WLAN technologies and telecommunications infrastructure.
- Proficiency in using ticketing systems such as CCM and Microsoft Office applications.
- Excellent organizational, communication, problem-solving, and multitasking skills.
- Customer-oriented approach with high accountability and integrity.
Performance Metrics
- Speed in assigning tickets and ensuring SLA compliance.
- Time management for engineer response and issue resolution.
- Quality of service completion and first-time fixes.
- Accuracy of reporting and overall operational efficiency.
Compensation and Benefits
- Monthly net salary between ₦300,000 and ₦350,000.
- Opportunity to work with a fast-growing telecom organization focused on enterprise connectivity.
- Exposure to substantial projects in network and enterprise connectivity.
- Prospects for career advancement and skill development.
- Collaborative, technology-driven work setting.