FIELD COORDINATOR
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Job Summary
FIELD COORDINATOR
Salary: 250000 Monthly (Net)
Location: Lagos Nigeria
Industry: Telecommunications / Internet Service Provider (ISP)
Experience Level: 3 - 5 Years (Mandatory ISP Sector Experience)
Employment Type: Full-Time
Reports To: Field Operations Manager
Position Summary
The Field Coordinator is responsible for managing the full lifecycle of service tickets to ensure timely efficient and accurate field operations. This role involves receiving analyzing prioritizing and assigning tickets to field engineers providing technical support monitoring progress ensuring SLA compliance and reporting outcomes to relevant stakeholders. The ideal candidate must possess excellent coordination skills strong technical understanding and the ability to thrive in a fast-paced ISP environment.
Key Responsibilities
1. Ticket Management (Receive Analyze & Assign)
Monitor and receive incoming service tickets via the Customer Care Management (CCM) system.
Acknowledge receipt and ensure clarity of all ticket details.
Analyze issues based on severity urgency customer category and required expertise.
Categorize and prioritize tickets according to internal SLA criteria.
Assign tickets to appropriate field engineers based on skillset proximity and workload.
Communicate assignment details clearly and promptly.
2. Engineer Coordination & Follow-Up
Maintain consistent communication with field engineers on ticket progress.
Track ETA (Expected Time of Arrival) and ensure adherence to service completion timelines.
Identify operational delays and provide immediate corrective direction.
Ensure field engineers follow company procedures safety standards and documentation guidelines.
3. Technical Support
Provide guidance and first-line technical assistance to field engineers to accelerate issue resolution.
Act as escalation point for unresolved or complex technical challenges.
Liaise with NOC technical teams or other departments when additional support is required.
4. Reporting & Documentation
Receive detailed service completion reports from field engineers.
Validate reports for accuracy completeness and compliance with company standards.
Update ticket status logs and technical notes in the ticketing system.
Maintain detailed electronic records of activities resolutions and timelines.
5. Communication with Stakeholders
Forward completed and validated reports to concerned departments (Billing NOC Sales Customer Service etc.).
Escalate recurring issues or patterns that may indicate wider technical concerns.
Ensure timely communication of service outcomes to internal teams.
Requirements & Qualifications
BSc/HND in Computer Engineering Telecommunications or related technical field.
3 - 5 years experience in telecommunication field operations or similar ISP role.
Strong knowledge of RF WLAN LAN and general networking principles.
CCNA certification is an added advantage.
Excellent communication skills (written & verbal).
Strong analytical and decision-making skills especially under pressure.
Ability to work in a fast-paced high-pressure technical environment.
Able to work independently while maintaining strong teamwork orientation.
Proficient in documentation ticketing systems and Microsoft Office tools.
Work Environment
Office-based coordination role.
Frequent interaction with field engineers NOC technical teams customer service and other departments.
Requires constant communication and real-time monitoring of field activities.
Benefits
Competitive monthly salary of 250000 (Net).
HMO/Medical insurance.
Pension and statutory benefits.
Paid annual leave and public holidays.
Professional development and potential certification sponsorship.
Opportunity to work with leading ISP technologies and nationwide operations.
How to Apply
Interested and qualified candidates should send their CV to:
Subject Line: Field Coordinator Lagos
Key Skills
- Computer Hardware
- Customer Service
- Hand Tools
- Computer Networking
- Field Service
- POS
- Windows
- Mechanical Knowledge
- Service Technician Experience
- Merchandising
- Project Coordination
- Troubleshooting
