Engineer - Fixed Technical Support(Customer Solutions) at Safaricom Kenya

Detailed Description

Reporting to the Manager – Fixed Customer Solutions: Technical Support, the position holder will provide support and maintenance of all passive and active components of FTTX network.

Roles and Responsibilities

• To be a Single Point of Contact for Safaricom Fiber infrastructure Faults and Ensuring restorations are done to the original build specification;
• Providing Excellent Customer Experience by scheduling visits to resolve service issues for FTTH customers and ensure the contractors adhere to stipulated code of conduct at customer premises;
• Performing Network acceptance according to agreed Guidelines and checklist following the Delivery Milestones for Provisional, Operational and Final acceptance;
• To offer Fault Diagnosis, Prioritization, Oversee the resolution process, verify service restoration and provide root cause analysis of failure;
• To give Monthly preventive maintenance reporting and scheduling regular inspection of fiber and PM activities together with contractor;
• Analysing the risk and Propose Fiber Relocation Plans in case of Road, water & sewerage expansion, Power Utilities, new building facilities and checking for Geological changes that will affect the current locations of fiber;
• Ensuring fiber network Resiliency and availability by Performing and documenting disaster recovery tests;
• Ensuring all maintenance works is done according to Safaricom Health & Safety policies and change Management process;
• Providing spares and materials forecast for maintenance works and overseeing Spares usage and availability in correct specification, Quantity and storage;
• Performing regular on ground Audits to maintain accurate database and NQMs on Fibre routes, Duct Usage, Manholes, cable usage, fiber cores utilization and labelling;
• To provide proper Supplier management to ensure lower MTTR through temporary restoration to bring up service within SLA and close on Permanent restoration;
• Working closely with Fiber Planning and implementation teams on new fiber works in the Region and Confirm the As-built network is per the work package;
• Managing spend associated with Maintenance projects by developing Opex savings initiatives;
• To act as the Safaricom representative in the Region towards the general public and local authorities (County Governments, KENHA, KURA, Railway) Landlords and other 3rd parties in managing permits and right of ways;
• Liaising with Safaricom Security teams in apprehending vandalisms;
• Safaricom Security teams in apprehending vandalisms;
• Provide weekly reports showing KPI e.g SLA, MTTR

QUALIFICATIONS

• Degree in Electrical, Electronics ,Telecommunication Engineering, IT  or related field;
• Work Experience of 3 years’ with specialized role in a busy telecommunications environment –Involved in installations /commissioning and maintenance;
•  In-depth understanding  of Transmission infrastructure deployment and Support life cycle will be an added advantage;
• Strong technical analysis, troubleshooting, and problem resolution skills,
• Strong relationship building skills

Closing date: 19 May 2022