Tech Officer: NFO Customer Facing

Core Description

• To perform installations and recoveries as well as repairs and maintenance of the entire range of customer premises equipment on the Openserve network to create a positive customer experience.

Job Responsibilities

OUTPUT 1

Installed/ Recovered Equipment

SUB-OUTPUTS

• Receive installation/ recovery details
• Analyse and plan request for installation/ recovery
• Liaise with key role players
• Obtain material/ tools as required
• Install/ Recover equipment
• Perform functionality test/programming
• Obtain installation clearance
• Conclude process steps on CLICK

RANGE

• Business Voice and Non-Voice Systems
• Single Line products and accessories
• Modems
• TM (Telkom Mobile)
• Onsite/remote programming
• Payphone equipment
• Indoor/Outdoor Cabling (Copper and Optic fibre)
• LAN
• Cable Distribution Points
• Value added products
• Field trails/ Ad hoc projects
• Quality
• Inspections/ surveys

OUTPUT 2

Repaired/ Maintained Equipment

SUB-OUTPUTS

• Receive repair/ maintenance details
• Analyse and plan request for repairs/ maintenance
• Liaise with key role players
• Obtain material/tools as required
• Repair/ Maintain equipment
• Perform functional test/ programming
• Obtain repairs/ maintenance clearance
• Conclude process steps on CLICK
• RANGE
• Business Voice and Non-Voice Systems
• Single Line products and accessories
• Modems
• TM (Telkom Mobile)
• Onsite/remote programming
• Payphone equipment
• Indoor/ Outdoor Cabling (Copper and Optic fibre)
• LAN
• Cable Distribution Points
• Value added products
• Field trails/ Ad hoc projects
• Quality
• Inspections/ surveys

OUTPUT 3

Established and Maintained Customer Relations/ Liaison/ Consulting

SUB-OUTPUTS

• Liaise with customer/ other key role players
• Establish professional relationships
• Advise customer on progress of job
• Conclude process steps on CLICK
• Ensure positive customer experience*

RANGE

• Customers
• Technical specialists
• Support offices
• Vendors
• Service providers
• Openserve sections
• *As per customer on site behaviour/ NPS guidelines

OUTPUT 4

Performed compliances

SUB-OUTPUTS

• Receive request for compliances
• Complete compliances

RANGE

• CLICK
• Quality/Photo Quality
• Vehicles
• SHE
• ESS
• Leave
• BCOE
• Tool kit
• Equipment
• Stock

OUTPUT 5

Processed/ Provided Documentation

SUB-OUTPUTS

• Obtain documentation
• Update/ verify record
• Complete and/or submit documentation

RANGE

• Reports
• Inspection Forms
• Damage/ Accident Reports
• TBI Reports /IE195
• Loss Control Forms
• Key Control/ IE219
• Commissioning/ Decommissioning Reports
• Webforce/ Unibase
• Power Records
• Inspections/ surveys

OUTPUT 6

Co-ordinated and maintained resources

SUB-OUTPUTS

• Determine resource requirements
• Inspect resources
• Acquire/ Replace/ Service/ Maintain Resources

RANGE

• Vehicle
• Cell phone
• Toolkit
• Test Gear
• Stock
• CPE
• PPE

OUTPUT 7

Performed Routines

SUB-OUTPUTS

• Facilitate site access by making required arrangements/ Ensure prior arrangements are made to gain access to site
• Inspect resource and equipment 
• Check Dust Filter 
• Check Alarm display 
• Complete applicable required administration
• Complete App uploads Take photos and upload via app for routines 
• Update Work Order
• Provide any recommendations if relevant 
• Observe/ report any discrepancies wrt general housekeeping at the site 

RANGE

• Access Network Technologies
• Wireless technologies
• Buildings and Sites with routines requirement 

Core Competencies

FUNCTIONAL KNOWLEDGE

• Single Line/ Broadband/ Mobile Technologies; Business Voice and Non-Voice products; Installation/ Maintenance/ repair procedures; Network infrastructure; Policies and Procedures; SHE Standards

FUNCTIONAL SKILLS

• Technical equipment handling; Cable network; Communicating; Planning; Organising; Computer Literacy; Technical problem solving

ATTITUDES/ LEADERSHIP COMPETENCIES

Customer orientated; Analytical; Problem solving; Initiative; Teamwork; Quality awareness

Certifications

• 6 months/ 1 Year relevant experience
• 1 year experience

Additional Information

• Experience in Network Field Operations.

Special Requirements

• Valid Drivers license
• Prepared to travel and stay out overnight

Physical Requirements

• Colour Vision
• Work Outside
• Work at Heights
• Work in Confined Spaces