Support Technician (Device Repairs) at VDT Communications Limited

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VDT Communications – We operate one of the most advanced and reliable communication networks in the country with a broad product suite backed by trustworthy, dependable customer service.

We are recruiting to fill the position below:

Job Title: Support Technician (Device Repairs)

Location: Ikoyi, Lagos
Employment Type: Full-time

Job Objective

  • The role holder will be responsible for ensuring delivery of quality service to all subscribers by ensuring device functionality, configuration, troubleshooting, repair and adjustment/testing of network equipment and devices including but not limited to Out Door Units (ODU), CPEs and Mifi.

Key Deliverables (Expected End Results (“WHAT”) Key Result Areas)

Technical and Operations:
Supporting Activities (“HOW”):

  • Evaluate and test all network equipment and certify product quality and compliance with QC standards prior to deployment
  • Troubleshooting and repair of faulty 4GLTE devices
  • Implement strict compliance of all installations(ODUs) to approved internal processes
  • Review, propose and adopt best practice in redesigns, as required for optimal power redundancy, etc
  • Ensure functionality of devices by testing and certifying with walk-in customers before they leave the Experience Centre premises (including completeness of accessories etc)
  • Bench test/certify safe operation of new radios/network devices to be deployed to site prior to installation.
  • Ensure prompt response to Fault calls requests (as required)
  • Conduct necessary upgrades on equipment / devices as advised by OEMs (Owner Equipment Manufacturers)
  • Review existing and implement innovative deployment strategies to ensure attainment of strategic objectives.

Service Delivery:
Supporting Activities (“HOW”):

  • Work with Customer Service and sales team to develop standard scripts on Frequently Asked Questions (FAQs) relating to devices eg. how to change/modify SSID and Password, software/malware upgrade etc
  • Ensure strict compliance to all service delivery standards including adhering to timeline for repair jobs
  • Work with Customer Support Team and ensure billing process is adhered to in line with stipulated procedures
  • Ensure harmonious working relation with all identified stakeholders to ensure timely delivery on all projects.

Meetings and Documentation
Supporting Activities (“HOW”):

  • Logging of faulty / returned devices and ensure regular updates are communicated to appropriate team for reconciliation purposes
  • Document/ log all device accessories sold
  • Document all faulty devices replaced and ensure they are returned to the store
  • Work with relevant teams and ensure updates of online records(including certified equipment and devices) at HQ/Experience Centre before relocation to store or POPs
  • Ensure customer satisfaction and sign off of Job Completion forms on all repaired devices
  • Submit weekly and monthly performance reports with details of jobs done, (status and achievement)Fault Resolution in preparation for HOD/ COO’s review.

Other Responsibilities:
Supporting Activities (“HOW”):

  • Attend to fault calls(ODUs and CPEs)and troubleshoot devices on site as required where necessary
  • Provide support for ODU and CPE Fault Calls
  • Assist Customer Support with other duties assigned.

Key Responsibility Areas

  • Number of breaches/non adherence to stipulated processes
  • Number of rework done (efficiency of faulty device repaired and fault calls)/ Device failure due to missed software upgrade etc.
  • Timeliness and accuracy of reports- faulty device status logs etc
  • Timeliness in responding to client feedback / complaints
  • Implement a minimum of one innovation per quarter.
  • Mean time to restore service failure (MTTR). Maximum of 2 hours allowed
  • Quality of service (client satisfaction ratio) indicated via client feedback surveys or Service quality improvement reports on response time to fault calls and number of fault calls

Skills & Knowledge
Knowledge, Skills and Behavior required to succeed in Role:

Educational Qualifications:

  • First Degree in related Engineering fields with 1-2 years experience in a similar role
  • Flair for the ICT / Telco industry and relevant Professional certification will be an advantage.

Relevant Skills & Experience:

  • Knowledge of relevant OHSE practices
  • Knowledge of installation, maintenance and alignment of radios etc
  • Excellent Configuration skills
  • Calibration, testing and assembly skills
  • Ability to climb and work safely at heights.
  • Must meet basic medical and physical fitness requirements
  • Good IT skills

Attitude and Behavioral Traits:

  • Result-driven and passionate about industry, client engagement and retention
  • Execution
  • Good verbal and written communication skills
  • Ability to think creatively and strategically
  • Strong attention to details
  • Ability to work in a fast paced environment and multitask
  • Ability to deliver on responsibilities in a timely manner
  • Must demonstrate strong sense of ownership
  • Exceptional reasoning skills exhibited in daily operations / troubleshooting.
  • Self-leadership and motivation
  • Ability to think creatively and strategically
  • Good listening skills
  • Ability to work under pressure with little supervision
  • Excellent Interpersonal skills

How to Apply
Interested and qualified candidates should send their CV to: [email protected] using “Support Technician” as the subject of the email

Application Deadline  19th January, 2022.

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