Installations Technician

Role Purpose

To connect end user customers to the existing network ensuring that all clients’ technical queries are resolved.

Responsibilities

• Physically be on site.
• Check that the connectors are installed on site.
• Check that the fibre is at the required levels according to Zoom Fibre standards, ensuring that the condition of the fibre level is accurate once installed.
• Ensure successful implementation of network infrastructure.
• Ensure devices are mounted in customers’ homes.
• Configure device where needed.
• Attend to any reinstallations sites where needed.
• Plan daily activities based on the schedule provided by technical coordinators ensuring that you have the correct amount of boot stock before attending to customers.
• Confirm that details of installations are accurate before attending to customers.
• Explain the features of the installed device to customers and what the functions are.
• Label devices with customer support details and clarify when necessary.
• Breakage - educate the client regarding the fibre patch lead.
• Connect to the newly installed device with the technicians’ laptop and make sure that the customer account is live, check connection to the internet.
• Run a speed test.
• Overall neatness of installation must be 100%. Installer must ensure that the site is left clean after installation by removing any debris, dust from drilling or left-over cable ties etc. 
• Assist the customers with their home network devices.
• Get customers’ devices connected to the newly installed devices with a cable and/or wireless connection.
• Inform client about support desk email address and contact number.
• Explain the range of Wi-Fi coverage.
• Perform any other work-related duties and responsibilities that may be assigned from time-to-time by management.
  

Qualifications and Experience

• Matric.
• Knowledge and understanding of ICT and Telecoms industry is essential.
• 5 years’ experience in customer service.
• 6+ years in Device support.

Skills and Competencies

Device Configuration - Handles software that allows the organization to store, organize, synchronize, and search records relating to customer interactions.
Customer Relationship Management - Adopts a philosophy and corresponding processes that focus on identification and satisfaction of the customers’ stated and unstated needs and wants.

Attentive to detail - Thorough. Gives care and consideration to all parts and aspects of tasks. Considers fine points.
Communication Skills - Exchanges information, news, ideas and views to create shared meaning. Communication occurs between levels, departments, and employees. Uses appropriate methods of communication and transmits clear, professional messages. Checks own understanding.
Interpersonal Skills - Has a set of abilities allowing positive interaction and effective working relationships. Constructively handles disputes and people issues. Has skills in the areas of relationship building, communication, listening, delegating tasks,
providing feedback and leadership.
Performance Driven - Puts in sufficient effort to meet or exceed business and customer expectations both in terms of delivery and quality. Able to act without being promoted to. Demonstrates a sense of urgency, self-motivation, and ownership in work. Has a need for achievement.
Achieves results.
Solution Driven - Identifies problems, analyses problems, generates workable solutions and resolves problems according to acceptable business quality standards and so as to minimise workflow disruption.