Ticket Escalation & Supervising Officer at Timeless Telecoms Limited in Ikeja, Lagos

Position Overview

• The Ticket Escalation &Supervising Officer is accountable for managing the solution process of escalated system problems inside the engineering team.
• The position ensures all escalation tickets are promptly handled, settled within SLA, and accordingly closed to preserve most effective service dispatch and client fulfillment.
• This role serves as a bridge between site engineers, network operations center, and other assist units to organize efficient servicing & maintenance responses across the ISP network.

Primary duties

• Track all escalated tickets connected with servicing & maintenance and service disruptions from engineers through the ticketing operational base.
• Track ticket status from escalation to solution, making sure compliance to SLA timelines.
• Organize responses with site engineers, network operations center, and other technical departments to guarantee swift solution.
• Evaluate unresolved and repeat concerns, recognize root causes, and endorse preventive actions.
• Offer routine and on a weekly basis documentation on ticket practices, solution times, and effectiveness indicators.
• Report to higher support tier unresolved or critical concerns to higher management as required.
• Ensure ticket recordkeeping is precise, thorough, and finished for every system issue.
• Evaluate ticket data to recognize recurring faults, engineer effectiveness, and zones needing assist or development.
• Coordinate with client support and IT assistance teams to guarantee response loops and information exchange on ongoing concerns.
• Engage in the ongoing development of the escalation and servicing & maintenance process.

Qualifications

• Bsc in Information Tech, Telecommunications, Engineering, or a relevant field.
• At least 2 years expertise in IT assistance, servicing & maintenance, or network processes in an ISP or Telecom environment.
• Expertise operating with ticketing and network management operational structures is crucial.

Specialized abilities:

• Skilled in the use of ticketing operational structures (e.g., OTRS, Jira, ServiceNow).
• Good comprehension of IP networks, fiber optics, wireless technical solutions, and typical ISP structure.
• Robust diagnostic and critical thinking in recognizing system faults and practices.

Interpersonal abilities:

• Outstanding meticulousness and capability to operate under pressure.
• Robust synchronization, recordkeeping, and status updates competencies.
• Clear communication and people skills.
• Initiative-driven, structured, and outcomes-oriented.

Operating Terms:

Based in Lagos workspace with occasional assist for remote sites. May require after-hours supervising or response to critical escalations.

Our offerings

• Remuneration: N200,000 - N250,000 / month+ other perks
• State-of-the-art system
• Career progression avenues
• Agile work environment.