Cobranet Limited was incorporated in 2003 and began its operations to provide the Nigerian Market with a reliable Internet Service and meet the requirements of the market, positioning itself as a leader in providing Internet Solutions and as a provider of choice.
The company was founded and is managed by a group of professionals whose collective business backgrounds include managing diversified business such as Banking/Industry/and Internet Services in Nigeria as well as other countries internationally. This rich experience in varied business gives Cobranet an edge as a professional solution provider. Cobranet ensures that it does not compromise on quality or performance and uses State of Art Technology and equipment to provide a reliable link to its subscribers. Importing bandwidth directly from Intelsat via satellite give Cobranet the biggest advantage since it is not dependent on any other bandwidth provider and ensures extremely high uptimes.Job Summary
The Field Coordinator is responsible for managing the lifecycle of service tickets, ensuring they are handled efficiently and effectively from receipt to completion.
This role involves analyzing incoming tickets, assigning them to appropriate field engineers, providing necessary technical support, and ensuring compliance with service timelines and policies.
Key Responsibilities
Receive/Analyze/Assign Tickets:
Monitor and receive incoming service tickets through the Customer Care Management (CCM) system.
Acknowledge receipt of tickets and ensure the intent of the ticket is well understood.
Review the details of each ticket to understand the issue, urgency, and required expertise.
Categorize and prioritize tickets based on established criteria.
Identify the appropriate field engineer for each ticket based on their skillset, location, and current workload.
Assign tickets to the selected field engineer and communicate assignment details.
Follow Up with Engineers:
Maintain regular communication with field engineers to monitor the progress of assigned tickets.
Ensure engineers adhere to the expected time of arrival (ETA) and service completion timelines.
Address any issues or delays that may arise during the service process.
Provide Technical Support:
Offer technical guidance and support to field engineers as needed to resolve issues efficiently.
Serve as a point of escalation for complex or unresolved technical problems.
Receive Reports from Engineers:
Collect detailed reports from field engineers upon the completion of each service ticket.
Review reports to ensure accuracy, completeness, and adherence to company policies.
Update Tickets:
Enter report details and any additional notes into the ticketing system.
Update the status of each ticket to reflect current progress and completion.
Send Reports to Concerned Department:
Distribute completed and verified reports to the relevant departments or stakeholders.
Ensure timely and accurate communication of service outcomes.
Work Environment:
Office-based
Interaction with field engineers, technical staff, and other departments.
Education and Qualifications
Degree: HND / B.Sc Degree in Computer Engineering or Telecommunications
Skills: Strong communication skills, both written and verbal
Attributes: Independent problem solver with strong team orientation
Decision Making: Capable of making solid, fact-based decisions under pressure
Environment: Ability to work in a high-pressure technical environment
Experience: Technical experience in telecommunication field operations
Technical Knowledge: Technical background or experience in RF, WLAN, and LAN.
Certifications: Cisco Certified Network Associate (CCNA) is a plus.
