Field Support Technician at TTC Mobile

Division: Engineering and Information Systems Technology
Unit: Operations and Maintenance
Reporting to: Operations and Maintenance Manager
Travel Frequency: Occasionally

Expected Key Results (Detailed KPIs)

Key Activities

Customer Problem Resolution

• Identifies the root-cause of customer issue and advices on the best cause of action to resolve the issue.
• Identifies the resources needed to solve the issue and estimates the effort required.
• Collaborates with other internal functions to ensure availability of resources required to resolve the issue and keep the customer up to date on intervention efforts and relevant timelines.
• Implements technical solution at customer site while ensuring quality work and customer-satisfaction.

Safety and Operations 

• Implements technical solution at Point of Presence sites in compliance with approved policies, procedures and work standards.
• Business Continuity and Disaster Recovery
• Implements disaster recovery plan as and when needed.
• Facility and Infrastructural Maintenance
• Implements proactive maintenance and sets up system monitoring, to reduce equipment failure and incident response time.
• Maintains engineering equipment.
• Diagnoses network and device problems and implements technical or procedural solutions.
• Performs Quality Control on structured cabling and related projects on all sites and other Facility.
• Performs inventory of equipment and consumables required on all sites, ensuring availability and repair / return of same.
• Maintains accurate records of the condition of systems, equipment in all buildings, and inspections.
• Prepares regular reports on all POPs conditions, inspections and work orders as may be necessary.

Demonstrate (Key competencies)
Educational Qualifications & Functional Skills:

• A Bachelor’s degree in Engineering or Technical discipline.
• 2 years’ relevant experience in the IT/Telecommunications field.