FTTH Backend Support Agent Job at MacTay Consultin Limited

MacTay Consulting is one of the first and leading management consulting firms in Nigeria, providing HR services to our clients in Africa since 1982. We focus on adding value to organisations through customized solutions that meet our clients’ needs. We have a proven track record of providing excellent services that impact our clients’ businesses.

We are recruiting to fill the position below:

Job Position: FTTH Backend Support Agent

Job Location: Lagos
Employment Type: Full-time

Job Description

• We're seeking highly skilled backend agents to join our FTTH Operations team to provide L2 technical support for all home broadband escalations.
• As a key member of our team, you'll be responsible for ensuring highest quality of user experience through proactive and reactive maintenance.
• Your expertise will help drive customer satisfaction and loyalty by delivering exceptional broadband experience.

Responsibilities

• Serve as the L2 support for home broadband quality issues, providing technical expertise and resolving complex problems.
• Escalate and follow up on pending network and IT issues with the respective departments.
• Work closely with customer management team to support with backend customer issue troubleshooting and resolution
• 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.
• 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 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 dashboard monitoring to identify and fix issues before becoming major escalation
• Prepare routine reports on home network performance, fault resolution and installations as may be necessary.

Requirements

• Strong technical background in FTTH networks and broadband technologies.
• 2-3 years of experience in telecommunications, fiber optics, or a related field.
• Proficient in utilizing NMS for network administration and troubleshooting.
• 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
Interested and qualified candidates should send CV to: recruitment@mactay.com using the Job Position as subject of the mail.