Job Description

Field Coordinator

Industry: Telecommunications | ISP | Enterprise Connectivity

Location: Lekki, Lagos, Nigeria

Employment Type: Full-Time

Reports To: Field Operations Manager

Monthly Salary: ₦300,000 – ₦350,000 Net

Experience: 3–5 Years

Our client is seeking a proactive and technically skilled Field Coordinator to oversee field service operations and ensure the efficient management of service tickets from initiation to resolution. The successful candidate will coordinate field engineers, monitor service delivery timelines, provide technical support where required, and ensure all field activities are completed in accordance with company standards and Service Level Agreements (SLAs).

This role is ideal for a highly organized professional with experience in telecommunications or ISP operations who thrives in a fast-paced technical environment.

Key Responsibilities

Service Ticket Management

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  Monitor and manage incoming service tickets through the Customer Care Management (CCM) system.
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  Review, analyze, prioritize, and categorize service requests based on urgency and business impact.
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  Assign tickets to appropriate Field Engineers based on technical expertise, location, and workload.
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  Ensure timely acknowledgment and assignment of all service requests.

Field Operations Coordination

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  Coordinate daily field operations to ensure efficient service delivery.
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  Track engineers' movements, estimated arrival times (ETA), and completion of assigned jobs.
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  Monitor adherence to Service Level Agreements (SLAs) and escalate potential delays where necessary.
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  Ensure field activities are completed within agreed timelines.

Technical Support

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  Provide first-level technical guidance and troubleshooting support to Field Engineers.
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  Escalate complex technical issues to senior technical teams when necessary.
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  Support engineers in resolving network, connectivity, and infrastructure-related issues.

Reporting & Documentation

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  Receive and review field service reports submitted by engineers.
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  Verify report accuracy, completeness, and compliance with company standards.
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  Update service tickets with completed work, observations, and supporting documentation.
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  Prepare and distribute daily, weekly, and monthly operational reports.

Stakeholder Communication

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  Liaise with Customer Support, Network Operations, Technical Teams, and other departments to ensure seamless issue resolution.
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  Communicate service updates and completed reports to relevant internal stakeholders.
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  Maintain effective communication with field personnel throughout service delivery.

Operational Compliance

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  Ensure compliance with operational procedures, safety guidelines, and quality standards.
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  Maintain accurate service records and documentation.
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  Support continuous improvement initiatives aimed at enhancing operational efficiency and customer satisfaction.

Qualifications

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  Bachelor's Degree or HND in Computer Engineering, Telecommunications Engineering, Information Technology, Electrical/Electronics Engineering, or a related discipline.
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  Professional certifications such as CCNA are an added advantage.
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  Additional networking or telecommunications certifications will be beneficial.

Experience Requirements

The ideal candidate should possess:

• 3–5 years of experience in telecommunications, ISP operations, network support, or field service coordination.
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  Experience managing field engineers and technical service operations.
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  Strong understanding of ticket management systems and field operations.
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  Practical knowledge of network troubleshooting and telecommunications infrastructure.
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  Experience working within SLA-driven environments.

Required Skills & Competencies

Technical Competencies

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  Field Operations Coordination
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  Service Ticket Management
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  Network Troubleshooting
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  RF, LAN & WLAN Technologies
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  Telecommunications Infrastructure
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  Customer Support Operations
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  SLA Monitoring & Compliance
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  Technical Reporting
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  Incident Management
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  Microsoft Office Suite
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  Ticketing Systems (CCM or similar)

Behavioural Competencies

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  Excellent organizational and coordination skills
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  Strong analytical and problem-solving abilities
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  Excellent verbal and written communication skills
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  Ability to multitask and prioritize effectively
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  Strong attention to detail
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  Ability to work under pressure
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  Customer-focused mindset
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  Team player with strong interpersonal skills
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  High level of accountability and integrity

Key Performance Indicators (KPIs)

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  Ticket Assignment Turnaround Time
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  SLA Compliance Rate
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  Field Engineer Response Time
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  Service Completion Rate
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  First-Time Resolution Rate
• 
  Customer Satisfaction Score (CSAT)
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  Accuracy of Service Reports
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  Escalation Resolution Time
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  Operational Efficiency
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  Quality of Field Coordination

Why Join Our Client?

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  Competitive salary package.
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  Opportunity to work with a fast-growing telecommunications and ISP organization.
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  Exposure to enterprise network and connectivity projects.
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  Career development and professional growth opportunities.
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  Collaborative and technology-driven work environment.

How to Apply

Interested and qualified candidates should send their updated CV to hiring@mysigma.io using "Field Coordinator – Lekki" as the subject of the email.