Fault Engineer

Who are we?

Ogi is on a mission to power up life online for homes, businesses and communities across South Wales, installing real fibre right up to your doorstep.

In October 2020, we secured landmark multi-million-pound funding to deliver a large-scale and ambitious rollout of full fibre broadband across South Wales.

We believe that joining Ogi is a unique opportunity to work within an innovative Welsh business and one of the fastest-growing companies in Wales. Until now, the pace of levelling up Wales’s broadband infrastructure has been too slow - So we plan to speed things up.

This is a unique opportunity to join an innovative company in a fast-growing sector and help our talented team build a leading Welsh tech business - one that will make a crucial difference to the people and places we serve.

What are we looking for?

We are looking for an experienced and customer-focused Fault Engineer to join our growing Network Operations team.

This is an exciting opportunity for an engineer with a strong background in telecommunications installations, fibre engineering, and fault resolution to play a key role in maintaining and enhancing the performance of our full fibre network.

As a Fault Engineer, you will be responsible for diagnosing and resolving FTTP service issues at customer premises, supporting both residential and business customers. You will combine technical expertise with excellent customer service, taking ownership of faults through to resolution while ensuring the highest standards of quality and professionalism.

The role covers the whole of South Wales, and successful candidates should be comfortable travelling throughout the region to support customers and network operations.

Working closely with the Field Network Engineering Team, NOC and Provisioning teams, you will contribute to maintaining service excellence while developing your knowledge of network operations within one of Wales' fastest-growing fibre providers.

The successful candidate will be safety-conscious, detail-oriented and committed to delivering an exceptional customer experience.

Main responsibilities

Fault Diagnosis & Resolution

• Attend customer premises to investigate and resolve single-user FTTP faults.
• Support SLA performance for residential and business customers.
• Diagnose issues with ONTs, routers, internal wiring, internal fibre drops and customer-owned equipment.
• Test and verify optical power levels, fibre continuity and service performance using approved tools.
• Identify whether faults are internal, external or network-related and take the appropriate escalation actions.

Customer Interaction

• Communicate clearly with customers to understand service issues.
• Explain root causes and resolution steps in a clear and simple manner.
• Provide guidance on in-home connectivity and Wi-Fi optimisation.

Network Integrity & Compliance

• Ensure all work complies with company standards and health & safety procedures.
• Accurately record job outcomes, test results and engineering notes using Dynamics Field Service.
• Escalate persistent or complex faults when required.

Equipment & Installation

• Replace or reinstall customer equipment as required.
• Complete internal fibre repair, re-termination and tidy-up work when necessary.
• Maintain company tools, vehicle and stock levels to expected standards.

Collaboration

• Work closely with NOC, Field Provisioning and Field Network Engineering teams to support broader fault investigations.
• Provide feedback on common issues to improve installation quality and reduce repeat faults.
• Support customer installations and service activations where required, including complex residential and business installations.

Knowledge, Skills and Experience

Be proactive in your approach

Ability to take direction from management and efficiently execute work.

Excellent interpersonal and communication skills to deal effectively and professionally with internal and external customers.

Proactive in the resolution of engineering obstacles, conferring with management & ensuring compliance processes and procedures

Experience in FTTP installation, fibre engineering, or broadband fault resolution.

Experience using power meters, visual fault locators (red light pens), or similar fibre test equipment.

Experience using OTDRs for fibre fault diagnosis and analysis.

Knowledge of home networking (Wi-Fi standards, Ethernet, LAN troubleshooting).

NRSWA - unit 2 signing,lighting & guarding

Full driving license

All relevant Smart Awards

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