Jobs

Technician (Device Repair) at VDT Communications Limited

VDT is a licensed Private Network service provider specializing in the provision of Enterprise Wide Area Network (WAN) and Metropolitan Area Network (MAN) link connectivity using Fiber Optic and Wireless Communication infrastructure and access networks.

We are a leading Broadband communication service provider to corporate organizations with leased Fiber Optic trunks to the thirty-six (36) states in Nigeria and the FCT, with 145 Points-Of-Presence (POP) and counting with localised technical support staffers. These network trunks are interconnected with our IP-MPLS technology core at each city to provide today’s largest IP-MPLS network in Nigeria, with the Enterprise edge metro wireless distribution access network offering to numerous Customers. We have been offering this robust service and the Enterprise MPLS/VPN platform provisioning technology to our customers (including other Communication service providers) since year 2001 across the country.

We are recruiting to fill the position below:

Job Title: Technician (Device Repair)

Location: Ikoyi, Lagos
Employment Type: Full-time
Job Category: Operations
Department / Group: Retail Sales & Distribution
Reporting to: Team Lead, Service Deployment (Functionally) COO, Wholesale / Retail Sales
Travel Required: No

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

1.) 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 allinstallations(ODUs) to approved internal processes
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.
Review, propose and adopt best practice in redesigns, as requiredfor optimal power redundancyetc
Ensure functionality of devices by testing and certifying with walk-in customers before they leave the Experience Centre premises (including completeness of accessories etc)

2.) 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.

3.) 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
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.
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

4.) 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 Supportwith 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 (Type of experience and minimum number of years):