{"id":52973,"date":"2018-04-10T11:51:57","date_gmt":"2018-04-10T10:51:57","guid":{"rendered":"https:\/\/joblistnigeria.com\/?p=52973"},"modified":"2018-04-10T11:51:57","modified_gmt":"2018-04-10T10:51:57","slug":"e-stream-networks-limited-new-job-openings-2-positions","status":"publish","type":"post","link":"https:\/\/joblistnigeria.com\/e-stream-networks-limited-new-job-openings-2-positions.html","title":{"rendered":"e.Stream Networks Limited New Job Openings [2 Positions]"},"content":{"rendered":"<p>e.Stream Networks Limited, an ISO9001 Quality Certified company is a licensed broadband communications provider dedicated to providing suitable connectivity solutions for businesses.With over a decade in the ICT sector and presence all over Nigeria, we leverage on providing a unique combination of industry experience and expertise in our service offering to all our clients across the country.<\/p>\n<p>We are recruiting to fill the vacant position below:<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Job Title:\u00a0Service Desk Officer (Strategic Account Support)<br \/>\nLocation:<\/strong>\u00a0Nigeria<br \/>\n<strong>Reports to<\/strong>: Assistant Manager, Service Desk<br \/>\n<strong>Direct reports<\/strong>: N\/A<br \/>\n<strong><br \/>\nJob Purpose<\/strong><br \/>\nThe primary goal for the position of Service Desk Strategic Account Support is:<\/p>\n<ul>\n<li>To act as a single point of contact for all user incidents, requests and general communication on services for eStream Strategic Account Support (Class D, &amp; E customers).<\/li>\n<li>To restore \u2018normal service operation\u2019 as quickly as possible in the case of disruption &amp; follow up till incident resolution life cycle.<\/li>\n<li>To improve user awareness of service issues and use of services.<\/li>\n<li>To manage user communication and escalating incidents and requests using defined procedures.<\/li>\n<li>To enhance customer relationships, meeting organizational &amp; operational objectives.<\/li>\n<\/ul>\n<p><strong>Duties and Responsibilities<\/strong><br \/>\nStrategic Insight and Integration<\/p>\n<p><strong>Technical\/Analysis and Problem Solving<\/strong>:<\/p>\n<ul>\n<li>Use of eStream approved monitoring software\u2019s, to proactively monitor links; remotes, PoPs, &amp; backhauls, (End to End) for all Strategic account services.<\/li>\n<li>Prompt communication of incident status &amp; progress to customers, &amp; in house till resolution.<\/li>\n<li>Systematically troubleshoot incidents through all point of failures and attempt resolution of such incidents for all links being managed.<\/li>\n<li>Escalate all unresolved incidents to affected (Outsource service support) \/ eStream 2nd\/ 3rd level support and follow through to resolution life cycle.<\/li>\n<li>Coordinate &amp; manage user (Customer) requests related service.<\/li>\n<li>Ensure documentation of all incidents and user requests on Microsoft Dynamic CRM.<\/li>\n<li>Ensure service performance reports are sent to customers on weekly, monthly and quarterly basis.<\/li>\n<li>Provide &amp; report detailed intelligence on service performance for all service being managed to Line manager.<\/li>\n<li>Reconcile customer service performance against target on monthly\/quarterly basis.<\/li>\n<li>Enhance Customer relationship with the company through planned, anticipatory calls to review service performance.<\/li>\n<li>Escalate all twice recurring incidents to Line Manager and follow up till resolution &amp; update the customer on complaint\/incident status.<\/li>\n<li>Liaise with Outsource service support in response to organisational request for access to supplier (Vendor) premises for service<\/li>\n<\/ul>\n<p><strong>Maintenance and incident management<\/strong>:<\/p>\n<ul>\n<li>Responsible for ensuring that service level target is adhered to during incident resolution process. Maintenance of existing customer accounts through Customer Retention Ratio (CRR) Interpersonal, Relationship Management &amp; Collaboration<\/li>\n<li>Constantly liaise with service desk team members and all stakeholders to ensure customer satisfaction<\/li>\n<\/ul>\n<p><strong>Communication<\/strong>:<\/p>\n<ul>\n<li>Reporting service impacting incidents on a weekly\/monthly basis to service manager.<\/li>\n<li>Reporting service performance to customers on weekly \/ monthly\/quarterly basis<\/li>\n<\/ul>\n<p><strong>Customer Focus<\/strong>:<\/p>\n<ul>\n<li>Maintain constant communication with the customer, identify potential issues, and implement appropriate solutions.<\/li>\n<li>Work with customers face-to-face or via telephone, attending on-site meetings when necessary.<\/li>\n<\/ul>\n<p><strong>Financial Management<\/strong>:<\/p>\n<ul>\n<li>Increasing revenue through quarterly business chargeback reduction by prudent surcharge negotiation with customers<\/li>\n<\/ul>\n<p><strong>Requirements<\/strong><br \/>\nEducation &amp; Work Experience:<\/p>\n<ul>\n<li>B.Sc\/HND,in either Computer Science, Computer Engineering, Electrical Electronics Engineering, Telecommunications Engineering or any other relevant discipline<\/li>\n<li>At least 3-5 years of customer support experience, part of this working as a Service Desk \/Team Leader role<\/li>\n<li>Possession of relevant certification and member of relevant association is required<\/li>\n<li>Fluent in English and any other local language is an advantage<\/li>\n<\/ul>\n<p><strong>Competency, Skills &amp; Certifications<\/strong>:<\/p>\n<ul>\n<li>ITIL certified or have knowledge of ITIL. CCNA, CWNA<\/li>\n<li>Customer service, Soft skill, Service Mgt training and other relevant certificates applicable<\/li>\n<li>Strong knowledge of &amp; any other monitoring that may be used by the organisation.<\/li>\n<li>Experience in the use of software applications including; (Solarwind\u2019s, Cacti, iMonitor, WinBox, Microsoft Dynamics CRM, Air-control, CNS Server. etc<\/li>\n<li>Technical understanding of network infrastructure.<\/li>\n<li>Ability to drive initiatives with minimal supervision.<\/li>\n<li>Planning and organizing skills<\/li>\n<li>Relationship &amp; People Management<\/li>\n<li>Process Awareness &amp; Implementation<\/li>\n<li>Service Desk Experience<\/li>\n<li>Emphasizing Excellence<\/li>\n<\/ul>\n<p><strong>KPIs<\/strong>:<\/p>\n<ul>\n<li>Reduce time to resolve incidents<\/li>\n<li>Average time to escalate Incidents &amp; Follow-ups.<\/li>\n<li>Improve Customer satisfaction to reduce churn rate<\/li>\n<li>Maintain good relationship with Customers<\/li>\n<li>Ensure proper documentation of customer records.<\/li>\n<li>Strict Compliance to QMS Standards.<\/li>\n<\/ul>\n<p><strong>Working conditions<\/strong>:<\/p>\n<ul>\n<li>The incumbent may be required to sit in cold (air conditioned) rooms for a long time.<\/li>\n<li>The incumbent may occasionally work off-site<\/li>\n<\/ul>\n<p><strong>Physical requirements<\/strong>:<\/p>\n<ul>\n<li>This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the mental demands.<\/li>\n<\/ul>\n<p>Interested and qualified candidates should:<strong>\u00a0<a href=\"http:\/\/www.estreamnetworks.net\/job-listings\/apply\/16162\/\" target=\"_blank\" rel=\"noopener\">Click here to apply<\/a><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Job Title:\u00a0Service Delivery Officer<br \/>\nLocation:<\/strong>\u00a0Nigeria<br \/>\n<strong>Reports to<\/strong>: Service Delivery Team Lead<br \/>\n<strong>Direct reports<\/strong>: NIL<br \/>\n<strong><br \/>\nJob Purpose<\/strong><\/p>\n<ul>\n<li>Service Delivery Officer is responsible for planning, coordinating and facilitating the delivery of services to customers in line with e.Stream standard.<\/li>\n<li>The incumbent is expected to develop realistic project schedule, conduct risk management and stakeholder management toward attaining customer\u2019s satisfaction.<\/li>\n<\/ul>\n<p><strong>Duties and Responsibilities<\/strong><br \/>\n<strong>Strategic Insight and Integration<\/strong>:<\/p>\n<ul>\n<li>Work collaboratively with the technical team to maintain thorough knowledge of product capabilities with regards to customer requirement.<\/li>\n<li>Responsible for ensuring and confirming that newly deployed services are done in line with e.Stream standard.<\/li>\n<\/ul>\n<p><strong>Technical\/Analysis and Problem Solving<\/strong>:<\/p>\n<ul>\n<li>Coordinates the activities of the project team and external vendors in order to ensure services delivered consistently meet customers\u2019 expectation.<\/li>\n<li>Ensures the delivery of services to customers within the agreed timeline.<\/li>\n<li>Responsible for ensuring effective quality control processes are in place to monitor services delivered to customers.<\/li>\n<li>Ensure accurate documentation of services delivered to customers on the CRM.<\/li>\n<\/ul>\n<p><strong>Leadership<\/strong>:<\/p>\n<ul>\n<li>Contribute in creating and driving a vision for the unit in line with corporate goals.<\/li>\n<li>Lead and motivate team members \u2013 encouraging them to deliver quality results<\/li>\n<\/ul>\n<p><strong>Interpersonal, Relationship Management &amp; Collaboration<\/strong>:<\/p>\n<ul>\n<li>Liaise with internal stakeholders and 3rd party vendors to deliver projects.<\/li>\n<li>Promote customer service and track timelines for delivery of services to customers.<\/li>\n<\/ul>\n<p><strong>Communication<\/strong>:<\/p>\n<ul>\n<li>Deliver periodic and regular reports to line manager on service delivery activities, challenges and results.<\/li>\n<li>Provide regular important update to customers and internal stakeholders.<\/li>\n<li>Seek and provide useful feedback to line manager.<\/li>\n<li>Generate and submit periodic report on service delivery issues to management for informed decision.<\/li>\n<\/ul>\n<p><strong>Customer Focus<\/strong>:<\/p>\n<ul>\n<li>Ensure delivered services meet customer\u2019s requirement.<\/li>\n<li>Provide platforms to receive customers\u2019 feedback.<\/li>\n<li>Ensure prompt delivery of services to customers.<\/li>\n<\/ul>\n<p><strong>Requirements<\/strong><br \/>\n<strong>Education &amp; Work Experience<\/strong>:<\/p>\n<ul>\n<li>Bachelor\u2019s degree in Information Technology, Computer Science, Electrical Electronics Engineering or related field<\/li>\n<li>Minimum of 3 years work experience in a relevant role.<\/li>\n<li>Network experience in an ISP environment or a systems integration company with specialization in enterprise and service provider routing and switching solutions.<\/li>\n<li>Affiliation with relevant professional bodies<\/li>\n<\/ul>\n<p><strong>Competency, Skills &amp; Certifications<\/strong>:<\/p>\n<ul>\n<li>Project Management Training\/Certifications (PMP, Prince 2, etc.)<\/li>\n<li>Certification in CCNA &amp; ITIL<\/li>\n<li>Strong verbal\/written communication ethics<\/li>\n<li>ISP Network Design<\/li>\n<li>RF Technology Skills<\/li>\n<li>Leadership<\/li>\n<li>Customer Service<\/li>\n<li>Relationship &amp; People Management<\/li>\n<\/ul>\n<p><strong>KPIs<\/strong>:<\/p>\n<ul>\n<li>Successful delivery of projects within the agreed timeline.<\/li>\n<li>100% compliance to QMS standard.<\/li>\n<\/ul>\n<p><strong>Working conditions<\/strong>:<\/p>\n<ul>\n<li>The incumbent may be required to sit in cold (air conditioned) rooms for a long time.<\/li>\n<li>The incumbent may be required to travel out of station seldom.<\/li>\n<\/ul>\n<p><strong>Physical requirements<\/strong>:<\/p>\n<ul>\n<li>This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the mental demands.<\/li>\n<\/ul>\n<p>Interested and qualified candidates should:<strong>\u00a0<a href=\"http:\/\/www.estreamnetworks.net\/job-listings\/apply\/16141\/\" target=\"_blank\" rel=\"noopener\">Click here to apply<\/a><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>e.Stream Networks Limited, an ISO9001 Quality Certified company is a licensed broadband communications provider dedicated to providing suitable connectivity solutions for businesses.With over a decade in the ICT sector and&#8230;..<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[3,19],"tags":[],"jetpack_publicize_connections":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - 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