Field Technical Support Associate

Main One

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Job Overview

Location

Lagos Island, Lagos, Nigeria

Employment Type

Full-time

Work Arrangement

Hybrid

Sector

Information Technology & Software

Experience Level

Junior (1-3 years)

About the Company

Main One is a leading telecommunications solutions provider in West Africa, dedicated to delivering high-quality connectivity and digital infrastructure services. The company focuses on building robust fiber optic networks and providing essential IT services to businesses across the region. Main One is committed to ensuring high-quality service delivery through meticulous planning, execution, and supervision of customer connectivity projects. They emphasize compliance with field support processes and procedures, aiming for efficient asset management and excellent customer satisfaction.

Job Description

We are seeking a dedicated Field Technical Support Associate to join our dynamic team and play a pivotal role in ensuring exceptional service delivery for our clients.

In this hybrid role, you will be instrumental in the planning, execution, and oversight of customer connectivity projects, guaranteeing high-quality service outcomes. Your responsibilities will extend to managing vendor allocations for surveys, interpreting survey reports to facilitate onsite installations, and supervising OFC deployment to ensure smooth handovers to the operations team.

You will also be responsible for meticulously documenting all build and as-built information, installing and configuring customer premise equipment (CPE), and ensuring strict adherence to Main One’s field support processes. Furthermore, you will manage the safe decommissioning of equipment for reuse and collaborate with customers to resolve initial deployment issues and debug hardware and software.

Your role will involve preparing sketches or following blueprints to determine wiring and equipment locations, ensuring compliance with safety codes, and supervising vendor installations to meet our client's quality standards. You will oversee structure cabling, PATs, and onsite installations, maintaining high standards and quality at all times. Accurate auditing and management of company assets at client sites will be a key responsibility, alongside following up on deliverables to ensure no issues arise and maintaining excellent customer delivery.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

CPE InstallationStructured CablingNetwork Design InterpretationAutoCAD DesignsIP ConfigurationMicrosoft Office SuiteStakeholder ManagementTroubleshootingCustomer ServiceAsset ManagementCCNA

Key Responsibilities

Responsible for survey allocation to 3rd party vendors.
Responsible for the interpretation of survey reports (SRs) to effectively execute onsite installation activities.
Responsible for supervising ongoing customer connection OFC deployment and conducting handover to the Ops team.
Responsible for the documentation of all after build and as-built information and reports.
Responsible for installation and configuration of customer premise equipment (CPE).
Maintain and ensure full compliance with all Main One’s field support processes and procedures.
Ensure safe decommissioning of equipment and making them fit for reuse.
Confer with customers in initial deployment troubleshooting, as well as in the initial debugging of new hardware and software.
Prepare sketches or follow blueprints to determine the location of wiring and equipment and to ensure conformance to building and safety codes.
Supervise vendors with onsite installations, to ensure that it conforms with our client quality standards.
Responsible for structure cabling, PATs, and onsite installations supervision to ensure that standards and quality are maintained all times.
Carry out survey, desktop/onsite and provide survey reports in clear terms with minimal supervision.
Accurate auditing, recording, and management of company assets deployed at clients' site.
Follow up with all activities to ensure that no issue arises from our deliverables at the customer’s premises while maintaining excellent customer delivery at every point
Troubleshoot onsite issues in a timely manner.
Ensure all customer SLAs are met.

Qualifications

B.Sc. or HND in Engineering or any other related discipline.
Must have completed NYSC.
Certifications in CCNA will be an added advantage.
High level of computer literacy to be able to configure PC IP settings, use basic IP testing and be competent in the use of Microsoft Office products (Outlook, Excel, Word).
Ability to interpret topography, network design maps, and AutoCAD Designs.
Good stakeholder management (Vendor, Internal management).
Knowledge of structured ethernet cabling standards and good cable management.
Ability to multitask, prioritize faults and respond or escalate accordingly.
Ability to communicate with customers in a clear and concise manner.
Might be required to work late hours and during weekends.
Proximity to the job location is important.

How to Apply

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In the dynamic landscape of Lagos's telecommunications sector, the Field Technical Support Associate plays a crucial role in ensuring seamless customer connectivity. This position demands expertise in network infrastructure, including structured cabling, CPE installation, and the interpretation of technical blueprints like AutoCAD designs. The role directly impacts customer satisfaction and service uptime, contributing significantly to the company's revenue streams through efficient project execution and proactive issue resolution. Mastery of IP configurations and network diagnostics is essential for success.