Jobs

Job Vacancies at e.Stream Networks Limited

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.

We are recruiting to fill the position below:

Job Title: Service Desk Manager Location: Victoria Island, Lagos

Job Purpose

The Service Manager is responsible for planning, coordinating and controlling the activities of the service desk for both Enterprise and internet subscribers Service team in order to delight, enhance customer loyalty and also meet / maintain organizational and operational agreed SLA. The incumbent is responsible for leading his/her team to support service quality.

Duties and Responsibilities Strategic Insight and Integration:

Strategizes, Plan and Co-ordinates the activities of service Desk Unit for enterprise customers).
Develop and enforce service desk procedures, policies, processes and standards
Responsible for staying abreast of current technologies (including software’s), industry trends/best practices and regulations as it relates to Service Management and recommend improvement plans.
Oversee the management of e.Stream network services such as VPN, Internet services and related solutions.

Technical / Analysis and Problem Solving:

Co-ordinate and manage all incidents and requests including incidents on vendor deployed services for Enterprise customers.
Investigating and solving complex major incidentsand long-standing problems that have been passed on by service desk team to closure.
Ensure documentation of all incidents and user requests
Responsible for having thorough understanding of regulatory requirements with respect to service management
Analysing statistics or other data to determine the service level provided by e.Stream per customer and per POP’s
Constant review of vendor service performances in line with the SLA.
Responsible for ensuring that service level target is adhered to during incident resolution process.
Maintenance of existing customer accounts through Customer Retention Ratio (CRR) for both corporate and internet subscribers.
Periodic review of existing resources (personnel, monitoring tools and systems) to ensure quality service support delivery.

Competency / Requirements Qualifications & Work Experience:

BSc / HND, MSc in either Computer Science, Computer Engineering, Electrical Electronics Engineering, Telecommunications Engineering or any other relevant discipline.
Certified/Training on ITIL foundation, ITIL Service operation and CCNA/CWNA
Training / knowledge on Management skills, Customer service, Soft skill, Service Mgt. training and other relevant certificate applicable.
At least 7 years of customer support, service management experience, part of this working as a Service Desk Team Lead.

Skills & Abilities:

Strong knowledge of Network Monitoring Software’s such as Solarwind etc
Experience in the use of software applications including the Microsoft Dynamics CRM
Strong Technical understanding of network topology and infrastructure.
Ability to drive initiatives independently.
Planning and organizing
Presentation
Leadership
Relationship & People Management
Process Improvement
Tracking Budget Expenses
Developing Standard Operating Procedures
Service Desk Experience
Emphasizing Excellence.

KPAs:

Improve Customer satisfaction to reduce churn rate
Reducing surcharge arising from delay incident resolution
Improve Support Team technical skills to improve service resolution time
Maintain good relationship with Vendors & Customers
Ensure proper documentation of customer records.
Strict Compliance to QMS Standards.

Physical requirements:

This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the mental demands.

Direct reports:

Service Desk Support team.

Remuneration Very Attractive.

Job Title: Sales Team Lead (Enterprise) Location: Victoria Island, Lagos

Job Purpose

This job role is responsible for generating high profile leads, identifying, negotiating and closing potential business deals with profitable pricing
The incumbent will also be responsible for leading and planning the day to day operations of the sales team under his/her leadership.

Duties and Responsibilities

Strategic Insight and Integration
Work with the Account Manager and contribute to develop and implement corporate sales vision, strategies/plan, models and policies.
Maintain up-to-date professional and technical knowledge on current and future technologies and industry trends
Effective and timely planning of resources – human and material towards achieving set sales and revenue target and budget.
Technical / Analysis and Problem Solving
Actively acquire new contacts and nurture existing ones, turning them into long-term relationships
Maintain sales volume, product mix, and selling price by being current with supply and demand, changing trends, economic indicators, and competitors.
Recommend adjustments in selling prices by monitoring costs, competition, and supply and demand.
Give weekly sector report.

Requirements Education & Work Experience:

A Degree or its equivalent in Marketing, Business Administration or any related discipline.
5 years’ minimum experience in Telecoms/ICT/ISP/Broadband environment.
Excellent written and verbal communication skill
Relationship & Interpersonal skills.
Experience in sales of broadband Services.

Competency, Skills & Certifications:

Relevant Certification (e.g. NIMN)
Negotiation Skill
Consultative Selling
Digital Marketing
Presentation
Business Communication
Market Research
Relationship & People Management.

KPIs:

Growth in subscriber’s base
Growth in revenue generation from new subscribers
Growth in revenue from existing subscribers
Create high level customer satisfaction.

Working Conditions

The incumbent may be required to travel out of station often.
Open plan Office.

Remuneration

Very Attractive.

Job Title: Sales Officer Location: Victoria Island, Lagos

Job Purpose

This job role is responsible for achieving maximum sales profitability, growth and account penetration within an assigned Territory and/or market segment by effectively selling the company’s products or related services.
Contacts and secures new business accounts/customer while achieving the set sales target per time.

Duties and Responsibilities

Actively acquire new contacts and nurture existing ones, turning them into long-term relationships
Maintain sales volume, product mix, and selling price by being current with supply and demand, changing trends, economic indicators, and competitors.
Recommend adjustments in selling prices by monitoring costs, competition, and supply and demand.
Give weekly sector report
Strategic Insight and Integration
Work with the Account Manager and contribute to develop and implement corporate sales vision, strategies/plan, models and policies.
Maintain up-to-date professional and technical knowledge on current and future technologies and industry trends
Effective and timely planning of resources – human and material towards achieving set sales and revenue target and budget.
Technical / Analysis and Problem Solving

Requirements Education & Work Experience:

Basic knowledge of Satellite Technology.
Relationship & Interpersonal Skills.
Experience in the sale of Satellite and broadband Services.
A Degree or its equivalent in Marketing, Business Administration or any related discipline.
1 - 3 years' experience in Telecoms/ICT/ISP/Broadband environment.
Excellent written and verbal communication skill

Competency, Skills & Certifications: