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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.

Field Coordinator

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