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IP Field Support Engineer
Job Type: Full Time, Onsite
Qualification: BA/BSc/HND, Diploma
Location: Job Field ICT / Computer
Department: Technical Operations
Reports To: Head of Technical
Job Purpose
The IP Field Support Technician is responsible for providing on-site technical support, installation, configuration, maintenance, and troubleshooting of IP-based network and broadband services for the ISP's customers and network infrastructure.
The role will support the ISP's growing FTTH/FTTx, wireless, and IP network operations by ensuring that customer connections are installed correctly, network faults are resolved quickly, and all field activities meet the company's technical and customer-service standards.
The successful candidate should be hands-on, technically curious, comfortable working in the field, and capable of diagnosing problems across the customer premises, access network, CPE, LAN, Wi-Fi, and IP layers.
Key Responsibilities
Customer Installation & Activation
Install and activate new broadband/IP services at customer premises.
Configure customer routers, ONTs/ONUs, access points, switches, and other CPE.
Perform basic fiber, Ethernet, and wireless installations where required.
Configure customer LAN and Wi-Fi connectivity.
Verify internet connectivity, IP addressing, DNS, gateway, and speed performance.
Conduct service activation and acceptance tests before handing over the connection.
Educate customers on basic equipment operation and Wi-Fi best practices.
IP & Network Troubleshooting
Diagnose and resolve customer connectivity problems.
Troubleshoot:
IP addressing and subnetting issues
DHCP and DHCP relay problems
DNS connectivity and resolution
Default gateway and routing issues
VLAN-related problems
NAT and basic firewall issues
Wi-Fi connectivity and performance
Ethernet and physical-layer faults
CPE configuration issues
Use tools such as ping, traceroute/tracert, nslookup/dig, ipconfig/ifconfig, speed tests and network monitoring systems to identify faults.
Escalate complex routing, core-network, BGP, OSPF, or infrastructure issues to the Network Operations team.
Network & Infrastructure Support
Support installation and maintenance of network equipment at field locations.
Assist with deployment and maintenance of switches, routers, wireless equipment, OLT-related equipment and other access-network devices.
Perform basic configuration and replacement of faulty equipment.
Check network links, power supplies, patching, Ethernet connections and optical connectivity.
Conduct preventive maintenance and site inspections.
Support network expansion and new-site deployments.
Fault Management
Respond to assigned technical trouble tickets within agreed SLA timelines.
Attend customer and network outages promptly.
Perform structured fault diagnosis before replacing equipment.
Restore services as quickly as practically possible.
Document the root cause, actions taken and resolution for every assigned fault.
Escalate unresolved issues with sufficient technical information for higher-level support.
Network Testing & Commissioning
Perform connectivity and service-quality tests after installation or repair.
Test bandwidth, latency, packet loss and connectivity.
Verify optical/Ethernet link status where applicable.
Carry out basic Wi-Fi coverage and performance assessments.
Assist engineers during commissioning of new network sites and infrastructure.
Field Operations
Conduct customer visits and network maintenance activities across assigned areas.
Safely handle and transport technical tools and equipment.
Maintain company-issued tools, test equipment and spare parts.
Maintain accurate records of equipment issued, installed, replaced or recovered.
Follow all company health, safety and field-work procedures.
Maintain professional appearance and conduct when dealing with customers.
Documentation & Reporting
Update work orders and technical tickets after every field activity.
Record customer equipment details, serial numbers, MAC addresses and configuration information where required.
Maintain accurate installation and fault-resolution records.
Provide daily/weekly field activity reports.
Update network documentation where changes have been made.
Report recurring faults and network issues to the Technical Operations team.
Required Skills
The candidate should have practical knowledge of:
TCP/IP networking
IPv4 addressing and subnetting
Ethernet networking
Basic routing concepts
LAN/WAN technologies
Wi-Fi technologies
Fiber/FTTx fundamentals
ONT/ONU and router configuration
Network troubleshooting
Basic network security
Network monitoring and ticketing systems
Basic Linux/Windows networking commands
Desirable:
MikroTik
Ubiquiti
Huawei
TP-Link/consumer CPE
GPON/EPON
FTTH/FTTx networks
Wireless point-to-point/point-to-multipoint networks
Basic IPv6 knowledge
Tools & Equipment
The technician should be comfortable using:
Laptop/PC
Network cable tester
Fiber optic power meter
Visual fault locator
OTDR — desirable
Optical cleaning and inspection tools
Crimping tools
Multimeter
Wi-Fi analyzer
Ethernet patch cables and connectors
Mobile communication applications
Network monitoring and ticketing platforms
Profile Sought
Minimum:
Degree/Diploma in Information Technology, Computer Networks, Telecommunications, Networking, Electrical/Electronics Engineering or a related field.
Professional certifications are an advantage, including:
CCNA/P or JNCIA/S
MikroTik MTCNA
CompTIA Network+
Fiber/FTTx certifications
Experience
At least 3 years' experience in ISP, telecommunications, networking, IT support or field technical support.
Experience in an ISP/FTTH/FTTx environment is highly desirable.
Personal Attributes
The ideal candidate should be:
Strong in problem-solving and troubleshooting.
Customer-focused and professional.
Comfortable working independently in the field.
Willing to work outside normal office hours when required.
Reliable and punctual.
Good at documenting technical work.
A good communicator.
Physically capable of performing field installations and maintenance.
Willing to learn new technologies.
Able to work effectively in a fast-growing startup environment.
Working Conditions
This is primarily a field-based position. The technician will regularly travel to customer premises, network sites, towers, POPs, cabinets and other infrastructure locations.
The position may occasionally require:
Weekend or after-hours work.
Emergency fault response.
Working outdoors and in varying weather conditions.
Working at elevated locations where appropriately trained and equipped.
Participation in network rollout and maintenance projects.
Career Progression
Depending on performance and technical development, the IP Field Support Technician may progress into roles such as:
IP Field Support Technician → Senior Field Technician → Network Support Engineer → Network Engineer → Senior Network Engineer / Network Operations Lead
Method of Application
Interested and qualified candidates should apply using the Apply Now button below.
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