Partner - Broadband Quality Assurance. at MTN Nigeria

Mission:

• Proactively respond to and resolve FTTx customer home network issues, first time and all the time, thereby ensuring maximum network uptime, traffic usage, and revenue.

Description:

• Oversee and execute fault resolution, troubleshooting, installation, and maintenance activities for FTTx customer’s home network in compliance with standard operating procedures (SoP) and SLA.
• Complete configuration and service provisioning for all ONT types (Huawei, ZTE, and Nokia) within the task timeline.
• Ensure Fibrenet customers are onboarded on-site by home connection (HC) installers immediately after service provisioning and activation.
• Supervise and coordinate the activities of field service technicians, ensuring the quality and timely completion of jobs within the customer’s home network.
• Identify the root cause of the persistent home network issue, recommend the best approach for a permanent fix, and track the fault to repair within an acceptable timeline.
• Collaborates with other internal functions to ensure the completion of tasks and the availability of resources required to execute home network services (HNS).
• Ensure all work at customer premises complies with quality standards and delights the customer upon completion.
• Monitor the performance dashboard and alert scripts to proactively identify and resolve FTTx service issues before they impact usage or lead to churn.
• Implement proactive maintenance to improve service uptime and the service experience.
• Maintain the connectivity and usability of the FTTx home network in terms of data, voice, video, and Wi-Fi services.
• Enforce quality control on provisioning, structured cabling, CPE installations, Wi-Fi surveys, and related home network activities.
• Prepare routine reports on home network performance, fault resolution, and installations as may be necessary.
• Efficient coordination of home network support vendors to achieve mean-time-to-resolve (MTTR) faults, reduce operational costs, and improve the service experience.
• Develop an effective feedback mechanism to improve customer engagement, operational efficiency, and service culture.

Education:

• First degree in Applied Sciences, Engineering, or IT-related disciplines
• Fluent in English 

Experience:

3–7 years of experience, which includes

• Experience in a network support role, either in the telecom, e-commerce, or financial services industries.
• Experience in field service operations, customer service etiquette, or a related function.
• Proficiency in Microsoft Office Tools (Word, PowerPoint, and Excel)
• Experience working in a medium organization and multi-vendor environment.
• Understanding of MTN fibre broadband products is an added advantage.
• Basic knowledge of PON technology, FTTx/ODN architecture, L2VPN, and management of fixed access networks via a Network Management System (NMS).
• Excellent organizing, time management, and communication skills.
• A good knowledge of GPON, LAN, PPPoE, DHCP, and related technologies and protocols.
• An understanding of process improvement principles and performance reporting and analytics.
• Proficient in network troubleshooting, proactive fault discovery, and quick issue resolution.