POSITION STATEMENT
Maintenance Technicians are responsible for network maintenance duties. This includes time management, assignments, quality assurance, effectiveness, and ensuring all teams comply with the BritelinkMCT and Vumatel maintenance and break-fix standards. The coordinator is required to provide daily reporting on escalations of non-compliance by technicians.
KEY RESPONSIBILITIES
Ticket Management and Preventative Maintenance
- Clocking into the customer support app at the start of the shift and clocking out at the end of the shift.
- Checking in/Arriving on the Customer support App at the customer’s property.
- Maintenance Class issues to be classified correctly on each ticket on the customer support app and to the internal WhatsApp groups’ preventative maintenance and GPON tickets.
- Providing detailed and accurate comments on ticket activity once the fault is established, resolved, and/or routed back to the office.
- Checking in/Arriving must be done on the customer support app within 5 minutes of reaching the property.
- Tickets are to be resolved in the first visit; scheduling must be done prior to assignment.
- Daily reports to be extracted via the portal and sent to technicians; preventative maintenance to be reviewed and monitored on device magic.
Effective and Efficient Resource Allocation
- Ensure that technicians have work assignments throughout the day, i.e., tickets and preventative maintenance.
- Effectively and efficiently manage the assignment of technician’s jobs.
- Coordinator is always required to keep track of his/her technicians and know their whereabouts.
- Actively monitor resource locations via tracker to optimise resource allocation (average travel time between jobs).
- Technicians should close a minimum of 7 tickets per day, with exceptions for tickets that last over an hour.
- All tickets must be resolved within 12 hours (MTTR- REPORT 113).
- Technicians are to adhere to schedules and their daily routes are to be monitored (trackmatic report).
- Average distance travelled between tickets is less than 10km (trackmatic report).
Administration
- Ensure that QuickBase is updated with the assigned technician details, appointment details, or any other required details.
- Technicians to check in and check out on Customer support app ticket when accessing the client’s premises and exiting the client’s premises.
- Maintain 100% accurate and detailed records on every ticket, including faults or issue descriptions, solutions, and fixes (ATTR report/Maintenance class issue).
- Tickets are to be monitored using the ticket tracker.
- Ensure that 100% of technician assignments are listed on the ticket tracker. All stock used must be recorded and captured on device magic (extract from device magic).
- Coordinator is required to keep a daily record of work orders and/or tickets assigned to each technician in their cell daily.
- Obtain pre-authorization for technician overtime prior to technician working overtime; all overtime must be pre-authorized and recorded.
Last Mile Drop Installations
- Do scheduled home drop installations when maintenance is not busy, carrying stock and keeping up stock levels in the vehicle.
- QA function – Ensure that outside contractors being utilized adhere to quality and specifications of installs.
Core Network
- Splicing – Assisting Core deployment with splicing duties of LMJ/MMJ/CMJ/Microloop joints.
- Testing – When needed, do fault finding on Core Build Network (while in build) to identify faults.
Outage Management
- All cutover/outages must be managed in accordance with Standard Operating Procedures (SOP).
- 100% of cutover/outages managed in accordance with SOP.
- Identification of outages and establishing the extent of customers affected.
- Notification of outages to all stakeholders with Network Incident requests.
- Coordination of environmental team and maintenance team with stock within 30 minutes of identifying outage.
- Continuous communication with Vumatel stakeholders on progress of repair until completion and customers are active again.
KEY COMPETENCIES
- Problem-solving skills
- Interpersonal skills
- Decision-making skills
- Time management skills
- Team management skills
- People management skills
- Communication skills
- Assertiveness
- Ability to work in a high-paced, rapidly changing environment
- Ability to handle pressure
- Multi-tasking
- Excellent coordination skills
QUALIFICATION & EXPERIENCE
- Grade 12 or equivalent qualification
- Driver’s license (Valid for a minimum of 2 years)
- At least 3 years in Fibre, call centre, or customer relations environment
- MS Office, Excel skills, Word, Email, and internet
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