Vacancy: Ticket Escalation & Monitoring Officer at Timeless Telecom

Timeless Telecommunications Limited is one of Nigeria’s leading Broadband network operator and has been in existence since 2009. We strive to provide the very best Internet service at affordable prices using state of art technologies with highly qualified personnel’s in the ISP industries from reputable organizations like Huawei and its likes. 

Ticket Escalation & Monitoring Officer

• Job Type: Full Time
• Qualification: BA/BSc/HND
• Experience: 2 years
• Location: Lagos
• Job Field: Customer Care 

Job Summary

• The Ticket Escalation &Monitoring Officer is responsible for overseeing the resolution process of escalated technical issues within the engineering team.
• The role ensures all escalation tickets are promptly addressed, resolved within SLA, and appropriately closed to maintain optimal service delivery and customer satisfaction.
• This position acts as a bridge between field engineers, NOC, and other support units to coordinate effective maintenance responses across the ISP network.

Key Responsibilities

• Monitor all escalated tickets related to maintenance and service disruptions from engineers via the ticketing platform.
• Track ticket status from escalation to resolution, ensuring adherence to SLA timelines.
• Coordinate responses with field engineers, NOC, and other technical departments to ensure swift resolution.
• Review unresolved and repeat issues, identify root causes, and recommend preventive actions.
• Provide daily and weekly reports on ticket trends, resolution times, and performance indicators.
• Escalate unresolved or critical issues to higher management when necessary.
• Ensure ticket documentation is accurate, detailed, and completed for every incident.
• Analyze ticket data to identify recurring faults, engineer performance, and areas needing support or training.
• Liaise with customer service and technical support teams to ensure feedback loops and communication on ongoing issues.
• Participate in the continuous improvement of the escalation and maintenance process.

Requirements

• Bachelor’s Degree in Information Technology, Telecommunications, Engineering, or a related field.
• Minimum of 2 years experience in technical support, maintenance, or network operations in an ISP or Telecom environment.
• Experience working with ticketing and network management systems is essential.

Technical Skills:

• Proficient in the use of ticketing systems (e.g., OTRS, Jira, ServiceNow).
• Good understanding of IP networks, fiber optics, wireless technologies, and typical ISP infrastructure.
• Strong diagnostic and analytical skills in identifying system faults and trends.

Soft Skills:

• Excellent attention to detail and ability to work under pressure.
• Strong coordination, documentation, and reporting skills.
• Effective communication and interpersonal skills.
• Proactive, organized, and results-oriented.

Working Conditions:

• Based in Lagos office with occasional support for remote sites.
• May require after-hours monitoring or response to critical escalations.

Method of Application

Interested and qualified candidates should send their updated resume to: trecruitment@timelessnet.com using “Ticket Escalation & Monitoring Officer” as the subject of the mail.