POSITION STATEMENT
Maintenance Technicians are responsible for network maintenance duties, including time management, assignments, quality assurance, and ensuring compliance with Britelink 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
- Clock in and out using the customer support app at the start and end of shifts.
- Check in/arrive on the customer support app when at the customer's property.
- Classify maintenance issues correctly on each ticket in the customer support app and internal WhatsApp groups for preventative maintenance and GPON tickets.
- Provide detailed and accurate comments on ticket activity once a fault is established, resolved, or routed back to the office.
- Check in/arrive must be done on the customer support app within 5 minutes of reaching the property.
- Resolve tickets on the first visit; schedule must be done prior to assignment.
- Extract daily reports via the portal and send to technicians; review and monitor preventative maintenance on device magic.
Effective and Efficient Resource Allocation
- Ensure technicians have work assignments throughout the day, including tickets and preventative maintenance.
- Effectively manage the assignment of technician jobs.
- Keep track of technicians and know their whereabouts.
- Monitor resource locations via tracker to optimize resource allocation.
- Technicians should close a minimum of 7 tickets per day, with exceptions for tickets lasting over an hour.
- All tickets must be resolved within 12 hours.
- Adhere to schedules and monitor daily routes.
- Average distance traveled between tickets should be less than 10km.
Administration
- Update QuickBase with assigned technician details, appointment details, or any other required information.
- Ensure technicians check in and out on the customer support app when accessing and exiting client premises.
- Maintain accurate and detailed records on every ticket, including faults, issue descriptions, and solutions.
- Monitor tickets using the ticket tracker.
- Record all stock used on device magic.
- Keep a daily record of work orders and tickets assigned to each technician.
- Obtain pre-authorization for technician overtime before it is worked.
Last Mile Drop Installations
- Perform scheduled home drop installations when maintenance is not busy, carrying stock and maintaining stock levels in the vehicle.
- Ensure outside contractors adhere to quality and specifications of installations.
Core Network
- Assist with splicing duties of LMJ/MMJ/CMJ/Microloop joints.
- Conduct fault finding on the Core Build Network as needed.
Outage Management
- Manage all cutover/outages in accordance with Standard Operating Procedures (SOP).
- Identify outages and establish the extent of customers affected.
- Notify all stakeholders of outages with a Network Incident request.
- Coordinate with the environmental and maintenance teams within 30 minutes of identifying an outage.
- Communicate continuously with stakeholders on repair progress until completion.
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
- Valid driver’s license (minimum 2 years)
- At least 3 years in a Fibre, call center, or customer relations environment
- Proficiency in MS Office, including Excel, Word, Email, and internet usage
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