Role Purpose
To install, maintain and troubleshoot customer connections and access-network infrastructure while ensuring timely
service restoration and accurate field records.
Key Responsibilities
• Install new customer internet connections according to company standards.
• Troubleshoot fiber-optic connectivity problems and customer-side network issues.
• Resolve assigned customer complaints at customer premises and network locations.
• Perform fiber splicing, jointing and cable maintenance when qualified and assigned.
• Maintain and repair drop fiber, splitter and TJ Box connections.
• Identify and report LOS, optical-signal and connectivity issues to the appropriate technical team.
• Record fiber usage, installation details, materials used and maintenance activities.
• Update customer connection details and submit accurate job-completion reports.
• Coordinate with the NOC, Customer Care and relevant technical supervisors.
• Follow safety procedures and protect company tools, equipment and materials.
Daily Reporting Requirements
• Completed installations and activations.
• Resolved, pending and escalated complaints.
• Fiber usage, materials and maintenance records.
• Site visits, work status and customer feedback.
Key Performance Indicators (KPIs)
• Complaint resolution time and completion rate.
• Installation quality and first-time completion rate.
• Customer satisfaction and repeat-complaint rate.
• Accuracy of field records and material reporting.
• Attendance, punctuality and compliance with work instructions.
Qualifications & Skills
• Basic understanding of fiber-optic internet connections and home networking.
• Ability to use basic tools and follow technical instructions.
• Willingness to work in the field and travel within assigned service areas.
• Good communication, teamwork and problem-solving skills.
• Relevant ISP or fiber experience is an advantage; training may be provided for suitable entry-level candidates.
