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Field Technician – Telecom
JOB DESCRIPTION
The Field Technician is an individual who has a vital role to play in the telecommunication industry. As a technician, your key roles include installing, providing quality and efficient customer service support, and proactively maintaining fiber optic cables. In addition, you will provide technical assistance in designing and testing fiber optic cables and perform any other duties assigned.
RESPONSIBILITIES:
- Construction of new infrastructure and upgrading the existing to accommodate technological advances in the telecommunications industry.
- Troubleshooting fiber optic networks to identify problems and provide solutions.
- Handling physical installation within stipulated service level agreements. SLA stipulated for all installations is 2 working days immediately after the technical team receives the request.
- Troubleshooting and resolution of all support escalations assigned within the agreed-upon timelines. The SLA for all support is 1 hour or less after escalation has been made to the technical team.
- Maintenance and handling of faults as per the SLA. ETA, Identifying Faults, and sharing ETR are estimated to be 2 hours, depending on the fault.
- Carrying out routine health checks and patrols on the network.
- Marketing and branding at point of sale.
- Adhere to Health, Safety, Environment, and Quality Management System requirements and communicate any potential risks identified.
- Document troubleshooting steps, workarounds, and resolution details
- Assist in training other technicians on proper fiber optic installation and maintenance techniques.
- Perform splicing of both single and multimode fiber optic cables using fusion and mechanical splicing techniques.
- Handle CPEs and ensure they are well packaged with all accessories intact in cases of recovery
- Maintain integrity, including management of customer premises, company Image, and phone etiquette.
- Share feedback on issues about the network and customer experience, which will, in general, ensure service delivery.
- Fulfill any additional responsibilities delegated by the leadership team and management.
REQUIREMENTS
Hard skills and experience:
- Bachelor’s degree/Diploma in computer science / electrical engineering/ telecommunications, or a related field.
- KPLC Work at Height Certificate is a MUST.
- A minimum of 4 years’ experience as a Field Fiber technician.
- Proficient in using fiber tools and fiber optic test equipment including fusion splicer, power meter, and OTDR;
- Must possess a valid driver’s license and ability to ride motorbikes.
- Knowledge of basic networking concepts, including LAN and WAN technologies such as Ethernet, TCP/IP, and Routing and Switching;
- Certification: Certified Fiber Optics Technician, CCNA, ITIL and FTTH Design.
- Team player and solution-oriented (Proactive)
- Compliance on Time and agreed SLAs as defined by the company policies.
Direct Sales Agent
JOB DESCRIPTION
The Direct Sales Agent will autonomously oversee sales activities for Tatu Telecom sales and customer account management engagement. Primary responsibilities will include sales, collection, and fostering client relations to ensure customer retention. The objective is to finalize all sales transactions successfully.
RESPONSIBILITIES:
- Responsible for delivering revenue and customer growth targets.
- Maintain working relationships with existing and new clients to ensure they receive exceptional service and identify potential new sales opportunities.
- Establishing customer needs, identifying prospects, setting appointments, making effective qualifying sales calls, and managing the sales cycle to close new business in all service categories.
- Working with weekly and monthly sales targets and Key Performance Indicator. Tracking customer service KPIs and metrics by ensuring the customers are likely to recommend a company/product/service to their friends or colleagues.
- Achieve maximum sales profitability, growth, and account penetration within an assigned territory/market segment.
- Working closely with other teams to develop new business.
- Make sales follow-up calls with clients to establish the clients’ satisfaction levels with company products and services.
- Collaborating with relevant departments to ensure the implementation of integrated strategies.
- Researching the market and identifying potential target customers.
- Analyze the territory/market’s potential, track sales, and status reports
- Supply reports on customer needs, problems, interests, competitive activities, and potential for new products and services.
- Collaborate with the Infrastructure team to deploy networks in potential/prospective regions, estates, and MDUs, guaranteeing a sales rate of 60% or higher upon the completion of fiber readiness in the area.
REQUIREMENTS
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Hard skills and experience:
- Proven work experience as a Sales Representative
- Excellent knowledge of MS Office
- Familiarity with CRM practices along with the ability to build productive business professional relationships
- Highly motivated and target-driven with a proven track record in sales
- Excellent selling, negotiation, and communication skills
- Prioritizing, time management, and organisational skills
- Ability to create and deliver presentations tailored to the audience’s needs
- Relationship management skills and openness to feedback
- Bachelor’s degree in business or a related field.
Customer Support Engineer
JOB DESCRIPTION
As a Customer Support Engineer, you will be primarily responsible for monitoring, maintaining, and troubleshooting Tatu Telecom’s and its affiliates’ multiservice network infrastructure and implementing changes, such as provisioning, suspension, reactivation, and termination of circuits, in response to user requests and project work. You will also be required to deal with escalated issues from customers, other team members, and other departments.
RESPONSIBILITIES:
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
- Troubleshooting systems within the organization using the available troubleshooting tools, Cacti, Libre, GPON Smart OLT, GPON UNM2000, the Dude, and GPON Huawei NCE.
- Diagnose and resolve faults on network devices such as routers, switches, firewalls, and bandwidth managers.
- Ensure the core network performance and availability are within the stipulated Key Performance Indicators (KPIs).
- Skills in Enterprise Solutions, VPN, SDWAN, including METRO, MPLS, GPON, and Wireless networks
- Actively monitor the network and promptly report any unforeseen issues that could result in downtime.
- Ensure key network performance parameters are monitored and propose improvements in monitoring to measure the network’s overall performance accurately.
- Understanding and experience in CRM, trouble ticketing systems, dispatch procedures, and processes within the Customer Experience department.
- Experience in Onsite support and maintenance. Both fibre and wireless technologies.
- Knowledge and experience in reading, analysing, and interpreting periodical reports and technical procedures.
- Assist the Account Executive in managing large amounts of incoming phone calls.
- Ability to effectively present information and respond to questions from groups of managers, technical leads, and customers.
- Fulfil any additional responsibilities delegated by the leadership team and management.
REQUIREMENTS
Hard skills and experience:
- Strong analytical skills and ability to collate and interpret data from various sources.
- Ability to assess and prioritize faults and respond or escalate accordingly.
- Strong phone contact handling skills and active listening
- Skills to configure different types of switches, firewalls, and routers.
- Be able to work in a call-out Rota running 24×7.
- Excellent communication and presentation skills
- Knowledge of BGP, MPLS (L2 and L3 VPNs), ISIS and OSPF both in IPv4 and IPv6 networks.
- B.Sc. degree in IT, Engineering, Computer Science, Computer Technology, or a related field.
- CCNA/JNCIA/HCNA certification, CCNP/JNCIP will be an added advantage.
Please submit your updated resume and indicate job title in the subject line by April 20, 2024.