Field Support Engineer (Backend) at TTC Mobile

Expected Key Results (Detailed KPIs)

Key Activities

• Incident Management (First Level Support)
• Identifies the root-cause of customer issue & advice’s on how to resolve the issue.
•  Identifies resources needed to solve the issue and estimates the effort required.
• Receive, log and take ownership of all faults. Respond to Business and Retail Engineering Team and provide timely, complete and accurate resolution to customer inquiries via email or phone.
• Monitor and escalate based on SLAs, coordinate with other teams as may be necessary to resolve customer link issues within the agreed SLAs.
• Proactively monitor all ipNX owned & wire-line connections (Backbone, P2P and FTTx).
• Network Operations and Optimization
• Run on 24*7*365 network monitoring operation.
• Proactively escalate issues to the Infrastructure team for capacity planning and Network optimization
• Prompt Response to inbound calls and emails.
• Ensure daily updates of all complaints not closed (open tickets) by following up with person(s), units and organizations responsible.
• Timely Escalation/feedback to relevant units.
• Liaise with the OSP on updates of progress on link restoration and Incidents reports ensuring they are kept up to date. Dissemination of information regarding corrective maintenance, causes, planned outage period for repair/preventive maintenance
• Preparing Technical Reports and Documentation
• Prepare daily incidence summary reports.
• Prepare weekly/monthly link availability reports for Backbone, P2P & FTTx.
• Produce periodic error-free link reports in order to inform both management and our customers of service levels achieved and areas of service improvement required
• Documentation of all modification before and after corrective/preventive maintenance (e.g. ODF port  reports, OTDR trace test, straight line diagrams, cabinet utilization reports)
• Inventory Management: Ensure availability of maintenance consumables. Trigger reorder before stock-out.  Ensure repair / return of maintenance equipment.

Educational Qualifications & Functional Skills:

Academic:  B.Sc/B.Eng Computer Science/Computer Engineering /Electrical-Electronics engineering

Functional Skills:

• Proven track records of maintenance and management of metro and/or long distance fiber optic infrastructure.
• CCNA (Desired)
• Strong telecommunications & in-depth knowledge of wire-line access Network.
• Excellent communication skills both verbal and written.
• Display customer centricity in response to requests and also outage restoration within stated SLA’s

Work Experience:

• A hands on experience with the following is a must: IP Routing and VLANs.
• Experience with Fiber Optics Point-to-Point and FTTx technologies is desirable.
• Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external customers.