Latest Jobs at Alfred & Victoria Associates

Job Summary

• The Field Coordinator is responsible for executing and managing all onsite activities: ensuring site is visited at the given ETA, ensuring requested task is implemented professionally and in accordance with company policies, effectively representing company’s image onsite and coordinating with backend entities for effective resolution of all given escalations. 
• This role involves analyzing given task, seeking support from backend technical teams, professionally and successfully resolving them to avoid repetitive visit following company policies and achieving result within allowed time-frame.

Key Responsibilities
Receiving Ticket / Escalation:

• Acknowledgment: Confirm receipt of the ticket or escalation.
• Initial Assessment: Review the details provided in the ticket for accuracy, clarity, and completeness.
• Prioritization: identify the urgency and priority level based on the category indicated in the escalation.

Reviewing the Escalation:

• Technical Analysis: Identify the problem’s root cause or symptoms based on the ticket details.
• Preliminary Troubleshooting: Conduct any remote troubleshooting steps, if applicable, to attempt quick fixes.
• Resource Planning: Ensuring all needed tools and accessories are available before visit

Visiting at the Given ETA:

• Logistics Coordination: Assess your movement to site to ensure meeting up with given ETA.

On-Site Implementation:

• Issue Diagnosis: Conduct a thorough diagnosis at the site to confirm the problem.
• Repairs/Installations: Perform necessary repairs, installations, or replacements to resolve the issue.
• Testing and Verification: Test the solution on-site to ensure the problem is fully resolved and services are restored.

Coordination with Other Technical Departments:

• Collaborative Troubleshooting: Engage with relevant departments (e.g. IP.OPS, PS.OPS and RF Planning) if additional expertise is needed.

Post-Implementation Reporting:

• Documentation: Document all activities carried out, including steps taken and changes made.
• Customer Update: Notify the customer about the completion and details of the resolution based on company policy
• Report: Send a detailed report summarizing the incident, actions taken, and resolution outcome to backend team for ticket closure.

Work Environment:

• Field-based.
• Interaction with coordinators, client and other technical departments.

Education and Qualifications

• Degree: BSc / HND in Computer Engineering or Telecommunications.
• Experience: Technical experience in telecommunication field operation
• Skills: Strong communication skills, both written and verbal.
• Attributes: Independent problem solver with strong team orientation.
• Decision Making: Capable of making solid, fact-based decisions under pressure.
• Environment: Ability to work in a high-pressure technical environment.
• Technical Knowledge: Technical background or experience in RF, WLAN, and LAN.
• Certifications: Cisco Certified Network Associate (CCNA) is a plus.

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Job Brief

• The successful candidate will become the point of reference for colleagues and customers alike, by keeping schedules and providing feedback, documentation and information.
• The goal is to ensures satisfactory delivery of all service requests (Surveys & Installations) from prospective clients, partners & dealers.
• Proactively liaise with all internal & external stakeholders and communicate prompt feedbacks in return to ensure all orders are processed on time.

Responsibilities

• Coordinate sales team by managing schedules, filing important documents and communicating relevant information.
• Manage all service enquiries such as survey, installation requests for prospective customers.
• Coordinate all service requests from all partners & dealer and sales executives.
• Accurately fill, update & send various service delivery reports to responsible stakeholders.
• Handover activated clients.
• Liaise with internal & external stakeholders to ensure all service requests are delivered promptly.
• Handle the processing of all orders with accuracy and timeliness.
• Inform clients of unforeseen delays or problems.
• Monitor the team’s progress, identify shortcomings and propose improvements.

Requirements

• Candidates must have minimum of B.Sc Degree or HND in related field.
• Minimum 3 years Cognate experience in the field of Services.
• Ability to understand the impact of operational decisions on organizational initiatives.
• Smart, proactive thinking and solution centered approach.
• Proven working experience as a project administratorin the information technology sector.
• Solid technical background, with understanding or hands-on experience in software development and web technologies.
• Solid organizational skills including attention to detail and multi-tasking skills.
• Proficiency in English.
• Well-organized and responsible with an aptitude in problem-solving.
• Excellent verbal and written communication skills.
• A team player with high level of dedication.