Reports To: Manager - Home Quality Assurance

Division: Fixed Broadband

Mission:
Proactively respond to and resolve FTTx customer home network issues, first time and all the time, thereby ensuring maximum network uptime, traffic usage, and revenue.

Description:
Oversee and execute fault resolution, troubleshooting, installation, and maintenance activities for FTTx customer’s home network in compliance with standard operating procedures (SoP) and SLA.
Complete configuration and service provisioning for all ONT types (Huawei, ZTE, and Nokia) within the task timeline.
Ensure Fibrenet customers are onboarded on-site by home connection (HC) installers immediately after service provisioning and activation.
Supervise and coordinate the activities of field service technicians, ensuring the quality and timely completion of jobs within the customer’s home network.
Identify the root cause of the persistent home network issue, recommend the best approach for a permanent fix, and track the fault to repair within an acceptable timeline.
Collaborates with other internal functions to ensure the completion of tasks and the availability of resources required to execute home network services (HNS).
Ensure all work at customer premises complies with quality standards and delights the customer upon completion.
Monitor the performance dashboard and alert scripts to proactively identify and resolve FTTx service issues before they impact usage or lead to churn.
Implement proactive maintenance to improve service uptime and the service experience.
Maintain the connectivity and usability of the FTTx home network in terms of data, voice, video, and Wi-Fi services.
Enforce quality control on provisioning, structured cabling, CPE installations, Wi-Fi surveys, and related home network activities.
Prepare routine reports on home network performance, fault resolution, and installations as may be necessary.
Efficient coordination of home network support vendors to achieve mean-time-to-resolve (MTTR) faults, reduce operational costs, and improve the service experience.
Develop an effective feedback mechanism to improve customer engagement, operational efficiency, and service culture.

Education:
First degree in Applied Sciences, Engineering, or IT-related disciplines
Fluent in English

Experience:
3–7 years of experience, which includes
Experience in a network support role, either in the telecom, e-commerce, or financial services industries.
Experience in field service operations, customer service etiquette, or a related function.
Proficiency in Microsoft Office Tools (Word, PowerPoint, and Excel)
Experience working in a medium organization and multi-vendor environment.
Understanding of MTN fibre broadband products is an added advantage.
Basic knowledge of PON technology, FTTx/ODN architecture, L2VPN, and management of fixed access networks via a Network Management System (NMS).
Excellent organizing, time management, and communication skills.
A good knowledge of GPON, LAN, PPPoE, DHCP, and related technologies and protocols.
An understanding of process improvement principles and performance reporting and analytics.
Proficient in network troubleshooting, proactive fault discovery, and quick issue resolution.
Networking certification, e.g., CCNA, CompTIA Network+, CFOT, or its equivalent, will be an added advantage.