Tech Officer: NFO Customer Facing
Telkom
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Job summary
Telkom Openserve is seeking a Tech Officer: NFO Customer Facing to perform installations, recoveries, repairs and maintenance on customer premises equipment across the Openserve network. You will work to deliver a positive customer experience and coordinate with internal teams on-site or remotely.
The role requires 6 months to 1 year of relevant network field operations experience, a valid driver’s license, and readiness to travel and stay away when required.
Qualifications
- NQF 4: School leaving qualification required.
- Experience: 6 months to 1 year in network field operations.
Responsibilities
- Installed/ Recovered Equipment and related activities.
- Receive installation/ recovery details; analyse and plan requests; liaise with key role players.
- Obtain materials/tools and perform installation/recovery and tests.
- Liaise with stakeholders; complete steps on CLICK; ensure quality inspections.
Skills
Education
Job description
Job number: 10030432
Job title: Tech Officer: NFO Customer Facing
Job grade: OP1
Group/ BU: Openserve
Division: Openserve
Span of control: 0
Reports to: Management
REM Functional Area: Technical
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.
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
FUNCTIONAL KNOWLEDGE
Single Line/ Broadband/ Mobile Technologies; Business Voice and Non-Voice products; Installation/ Maintenance/ repair procedures; Network infrastructure; Policies and Procedures; SHE Standards
Technical equipment handling; Cable network; Communicating; Planning; Organising; Computer Literacy; Technical problem solving
Customer orientated; Analytical; Problem solving; Initiative; Teamwork; Quality awareness
NQF 4: School leaving qualification: National Certificate (Grade 12)/ National Senior Certificate/ National (vocational) Certificate
OR (Internal) NQF 3: School/ College/ Trade Certificates e.g. Grade 11 or N3 and relevant modular training
6 months/ 1 Year relevant experience
1 year experience
- Experience in Network Field Operations.
- Valid Drivers license
- Prepared to travel and stay out overnight
- Colour Vision
- Work Outside
- Work at Heights
- Work in Confined Spaces
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