Support Technician (Device Repairs) at VDT Communications Ltd

Location: Ikoyi, Lagos

Job Objective

• The role holder will be responsible for ensuring delivery of quality service to all subscribers by ensuring device functionality, configuration, troubleshooting, repair and adjustment/testing of network equipment and devices including but not limited to Out Door Units (ODU), CPEs and Mifi.

Key Deliverables (Expected End Results (“WHAT”) Key Result Areas)

Technical and Operations:
Supporting Activities (“HOW”):

• Evaluate and test all network equipment and certify product quality and compliance with QC standards prior to deployment
• Troubleshooting and repair of faulty 4GLTE devices
• Implement strict compliance of all installations(ODUs) to approved internal processes
• Review, propose and adopt best practice in redesigns, as required for optimal power redundancy, etc
• Ensure functionality of devices by testing and certifying with walk-in customers before they leave the Experience Centre premises (including completeness of accessories etc)
• Bench test/certify safe operation of new radios/network devices to be deployed to site prior to installation.
• Ensure prompt response to Fault calls requests (as required)
• Conduct necessary upgrades on equipment / devices as advised by OEMs (Owner Equipment Manufacturers)
• Review existing and implement innovative deployment strategies to ensure attainment of strategic objectives.

Service Delivery:
Supporting Activities (“HOW”):

• Work with Customer Service and sales team to develop standard scripts on Frequently Asked Questions (FAQs) relating to devices eg. how to change/modify SSID and Password, software/malware upgrade etc
• Ensure strict compliance to all service delivery standards including adhering to timeline for repair jobs
• Work with Customer Support Team and ensure billing process is adhered to in line with stipulated procedures
• Ensure harmonious working relation with all identified stakeholders to ensure timely delivery on all projects.

Meetings and Documentation
Supporting Activities (“HOW”):

• Logging of faulty / returned devices and ensure regular updates are communicated to appropriate team for reconciliation purposes
• Document/ log all device accessories sold
• Document all faulty devices replaced and ensure they are returned to the store
• Work with relevant teams and ensure updates of online records(including certified equipment and devices) at HQ/Experience Centre before relocation to store or POPs
• Ensure customer satisfaction and sign off of Job Completion forms on all repaired devices
• Submit weekly and monthly performance reports with details of jobs done, (status and achievement)Fault Resolution in preparation for HOD/ COO’s review.

Other Responsibilities:
Supporting Activities (“HOW”):

• Attend to fault calls(ODUs and CPEs)and troubleshoot devices on site as required where necessary
• Provide support for ODU and CPE Fault Calls
• Assist Customer Support with other duties assigned.

Key Responsibility Areas

• Number of breaches/non adherence to stipulated processes
• Number of rework done (efficiency of faulty device repaired and fault calls)/ Device failure due to missed software upgrade etc.
• Mean time to restore service failure (MTTR). Maximum of 2 hours allowed
• Quality of service (client satisfaction ratio) indicated via client feedback surveys or Service quality improvement reports on response time to fault calls and number of fault calls
• Timeliness and accuracy of reports- faulty device status logs etc
• Timeliness in responding to client feedback / complaints
• Implement a minimum of one innovation per quarter.

Skills & Knowledge
Knowledge, Skills and Behavior required to succeed in Role:

Educational Qualifications:

• First Degree in related Engineering fields with 1-2 years experience in a similar role
• Flair for the ICT / Telco industry and relevant Professional certification will be an advantage.

Relevant Skills & Experience:

• Knowledge of relevant OHSE practices
• Knowledge of installation, maintenance and alignment of radios etc
• Excellent Configuration skills
• Must meet basic medical and physical fitness requirements
• Good IT skills
• Calibration, testing and assembly skills
• Ability to climb and work safely at heights.

Attitude and Behavioral Traits:

• Result-driven and passionate about industry, client engagement and retention
• Execution
• Self-leadership and motivation
• Ability to think creatively and strategically
• Good listening skills
• Ability to work under pressure with little supervision
• Excellent Interpersonal skills
• Good verbal and written communication skills
• Ability to think creatively and strategically
• Strong attention to details
• Ability to work in a fast paced environment and multitask
• Ability to deliver on responsibilities in a timely manner
• Must demonstrate strong sense of ownership
• Exceptional reasoning skills exhibited in daily operations / troubleshooting.