Structural Information

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

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

Education

Experience

Additional Information

Experience:

• Experience in Network Field Operations.

Special Requirements

Physical Requirements

Key Stakeholders