Home Broadband Support Engineer at MacTay Consulting

Job Summary

• We're seeking a highly skilled Home Broadband Support Engineer to join our FTTH Operations team as the single point of contact (SPOC) for all onsite home broadband quality issues.
• As a key member of our team, you'll be responsible for ensuring the highest quality of home connection activities and surveys for Access Point installations.
• Your expertise will help drive customer satisfaction and loyalty by delivering exceptional broadband experiences.

Key Responsibilities

• Serve as the primary point of contact for onsite home broadband quality issues, providing technical expertise and resolving complex problems.
• Conduct thorough vetting of home connection activities and surveys to ensure quality and accuracy.
• Collaborate with internal teams to drive quality initiatives and improve overall customer experience.
• Install, troubleshoot, and maintain fiber optic cables and ONTs to ensure proper function and alignment.
• Identify and escalate home issues during installation and perform repairs or adjustments as needed.
• Provide quality customer service, interact with clients, and understand their needs to ensure customer satisfaction.
• Conduct site surveys to identify customers' Wi-Fi extender needs and installation methods.
• Enforce quality control on provisioning , structured cabling, ONT installations and Wi-FI Surveys and all related home network activities.
• Oversee and execute onsite fault resolution, troubleshooting, and maintenance activities for FTTx customer’s home network in compliance with standard operating procedures (SoP) and SLA.
• Responsible for onsite customer support for faulty ONT diagnosis and replacement.
• Prepare routine reports on home network performance, fault resolution and installations as may be necessary
• Work with customer management team to support with backend customer issue troubleshooting and resolution

Requirements

• Strong technical background in FTTH networks and broadband technologies.
• 1-2 years of experience in telecommunications, fiber optics, or a related field.
• Excellent problem-solving and analytical skills.
• Effective communication and interpersonal skills.
• Ability to work independently and collaboratively as part of a team.
• Fiber Optic Association (FOA) certification or similar certifications will be an added advantage.