Tech Officer: NFO Customer Facing at Telkom

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.

Key Deliverables / Primary Functions

• 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.

Core Functional Knowledge/ Skills

• Single Line/ Broadband/ Mobile Technologies; Business Voice and Non-Voice products; Installation/ Maintenance/ repair procedures; Network infrastructure; Policies and Procedures; SHE Standards
• Technical equipment handling; Cable network; Communicating;
• Planning; Organising; Computer Literacy; Technical problem solving

Competencies (Behaviour)

• Customer orientated; Analytical; Problem solving; Initiative;
• Teamwork; Quality awareness

Minimum Person Requirements
Qualifications 

• Registration
• Grade 10 (Int)/ Grade 12 (Ext) and relevant modulartraining (NQF level 4)

Experience 

• 12 Months relevant experience in Network Field Operations

Certification/ Professional

• None

Special Requirements 

• Valid driver's license.
• Prepared to work in all weather conditions.
• Prepared to work in confined spaces and at heights.
• Not colour blind.
• Able to work in all areas.
• Able to travel and stay out.
• Able to work outside normal working hours.

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)
• Internal Use
• 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

Internal Use
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

Closing Date    
2023/06/06