Field Support Technician

Key Responsibilities

• Ensures that all new installation meets the organization’s technical, workmanship safety and documentation standards.
• Identifies installation defects, prevent repeat failures, validates installation quality and drive continuous improvement in installer performance.
• Ensures installations are completed correctly, accepted against defined standards and al sustainable operational cost.
• Conduct physical or remote quality verification based on the approved risk-based QA sampling process.
• Review completed installation records and verify compliance with the approved installation checklist.
• Analyze first time right performance by installer, defect category e.t.c
• Recommend process improvements to eliminate recurring defects and improve installation quality.
• Recommend corrective measures, targeted retraining and process changes to address the major causes of repeat visits.
• Ensures installer compliance to HSE protocols by conducting unscheduled site visits during installations.
• Train where necessary installers on HSE protocol when any is found wanting.
• Keep record of HSE protocol deviations and advise team lead of observed trend.
• Verify that required pre-installation and post-installation pictures are submitted and meet the approved evidence standards.
• Identify missing, inconsistent, duplicated or potentially manipulated evidence and request clarification or resubmission.
• Produce periodic reports on documentation compliance and recurring evidence gaps.
• Confirm that photographs and records correspond to the correct customer, installation location, date and job reference.
• Ensure infrastructure details are captured on the GIS.
• Validate whether reported faults resulted from installation workmanship, network design, customer related causes or other causes.
• Identify contractors, installation team, zones responsible for the highest revisit rates.
• Diagnose network and device problems and implements technical or procedural solutions.
• Review installation challenges reported by contractor/customers and propose the best solution with the lowest cost without compromise to quality and HSE standards.
• Review customer’s complaints, repeat escalations and revisit records to identify failures attributable to new installations. Prepares regular reports on all POPs conditions, inspections and work orders as may be necessary.

Requirement/Qualifications

• A Bachelor’s Degree in  Engineering or Technical discipline.
• 3 years’ relevant experience in the IT/Telecommunications field.