MacTay Consulting has been in existence for over 28 years in Nigeria. We are a member of TACK and TMI, international consulting companies operating in over 60 countries and with a combined experience of over 80years. Our global network of partners and experience means that our clients enjoy all the benefits of a local office, while drawing upon our multi-cultural knowledge and global delivery resource - whenever required. MacTay’s approach is to work together in partnership with our clients, we aim to be in it for the long term but firmly believe that partnerships are created by ensuring that our clients are able to develop the capability to sustain and drive solutions we co create with them. We always have an 'exit strategy’ - ways to provide our clients with the opportunity to pick up the solution and run with it themselves, while making ourselves available anytime we are invited for advice. It is precisely this approach which has led to some clients choosing to work with us for many years, knowing that we are there to support them in their chosen journey.
Job Summary
- We're seeking a highly skilled Home Broadband Support Engineer to join our FTTH Operations team as the single point of contact (SPOC) for all onsite home broadband quality issues.
- As a key member of our team, you'll be responsible for ensuring the highest quality of home connection activities and surveys for Access Point installations.
- Your expertise will help drive customer satisfaction and loyalty by delivering exceptional broadband experiences.
Key Responsibilities
- Serve as the primary point of contact for onsite home broadband quality issues, providing technical expertise and resolving complex problems.
- Conduct thorough vetting of home connection activities and surveys to ensure quality and accuracy.
- Collaborate with internal teams to drive quality initiatives and improve overall customer experience.
- Install, troubleshoot, and maintain fiber optic cables and ONTs to ensure proper function and alignment.
- Identify and escalate home issues during installation and perform repairs or adjustments as needed.
- Provide quality customer service, interact with clients, and understand their needs to ensure customer satisfaction.
- Conduct site surveys to identify customers' Wi-Fi extender needs and installation methods.
- Enforce quality control on provisioning , structured cabling, ONT installations and Wi-FI Surveys and all related home network activities.
- Oversee and execute onsite fault resolution, troubleshooting, and maintenance activities for FTTx customer’s home network in compliance with standard operating procedures (SoP) and SLA.
- Responsible for onsite customer support for faulty ONT diagnosis and replacement.
- Prepare routine reports on home network performance, fault resolution and installations as may be necessary
- Work with customer management team to support with backend customer issue troubleshooting and resolution
Requirements
- Strong technical background in FTTH networks and broadband technologies.
- 1-2 years of experience in telecommunications, fiber optics, or a related field.
- Excellent problem-solving and analytical skills.
- Effective communication and interpersonal skills.
- Ability to work independently and collaboratively as part of a team.
- Fiber Optic Association (FOA) certification or similar certifications will be an added advantage.
Method of Application
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