Role Purpose

The Field Service Technician will be responsible for overseeing and leading installations, repairs, and surveys on Wireless or Fibre Networks, with a focus on standard home or small basic business installations.

Key Performance Areas

General

Follow standard operating procedures (SOPs) and established procedures.
Collaborate closely with a Team Leader and Scheduler.
Maintain project and safety documentation.
Provide accurate reporting and updates on completed work.
Ensure availability of necessary stock for scheduled work.
Maintain and upkeep equipment.
Adhere to all Health and Safety procedures.
Complete all required SHER and OHS documentation.
Troubleshoot Fibre-related issues such as splicing, testing, and dome management.
Troubleshoot Wireless-related issues, including signal testing on CPEs, access points, and bandwidth capacity.
Perform basic network troubleshooting for IP conflicts, firewall issues, and routing issues.
Install VoIP systems.
Deliver excellent customer service.
Be available for overtime, weekend work, or emergency callouts as needed.
Perform work at heights, including house roofs, telephone/gum poles, or large buildings.
Work in crawl spaces and small areas for installation purposes.

Installations

Receive daily job cards for new installations.
Review job cards to ensure correct stock for installation.
Confirm clients' requirements and communicate any necessary adjustments to Sales or Technical Department.
Install Fibre and Wireless CPEs.
Perform internal and external cable runs for both Network and Fibre.
Coordinate with Installation Team Leader to verify RF signal strength for Line-of-Sight (LOS) installations.
Coordinate with Installation Team Leader to ensure correct Fibre signal strength and colour allocations.
Set up basic access points and networks.
Verify existing equipment functionality and client satisfaction.
Upgrade firmware, perform clean-ups, and take quality control photos.
Obtain confirmation from the team leader when installation is complete.
Complete installation job cards with equipment details, technical information, and photos.
Inspect sites for potential future issues, document with photos, and update accordingly.
Update tickets with relevant information for job card completion and invoicing.

Call-out Repairs

Confirm reported issues with clients.
Perform efficient troubleshooting.
Identify problems impacting Fibre or Wireless performance and propose solutions.
Communicate any cost implications associated with the repair.
Demonstrate knowledge of products and pricing.
Resolve issues on-site or replace necessary equipment.
Confirm completion of repair with client and ensure they test the solution.
Ensure client satisfaction with the completed work.
Obtain confirmation from the team leader when the repair is complete.
Inspect sites for potential future issues, document with photos, and update accordingly.
Update tickets with relevant information for job card completion and invoicing.

CPE Recovery (Wireless & Fibre)

Remove equipment and perform cleanup.
Complete recovery job cards documenting the removed equipment.

Requirements

Required Experience/Skills:

1 year of experience in Fibre Optic splicing (advantageous).
1 year of experience in RF/Wireless.
Knowledge of network structures and crimping.
Previous experience in the IT Industry is advantageous.
Basic computer skills.
Customer service experience.
Basic Networking knowledge is beneficial.
Technical training in Electronics, IT, Networking, VoIP, IP cameras, etc., is advantageous.
Experience using Fibre Optic (FO) troubleshooting tools such as OTDR and Mass Fusion Splicing machines.
Valid driver's license and clean driving record.
Strong analytical and problem-solving skills.
Effective planning skills.
Leadership skills.
Proficiency in hand and power tools used in this role.
Skilled in fibre cable termination with connectors.
Familiarity with fusion splicing machine techniques.
Strong manual dexterity and hand-eye coordination.
Ability to work neatly and accurately.
Technically minded.
Ability to work in physically demanding environments, including lifting heavy equipment, climbing ladders, etc.
Self-disciplined, motivated, and organized.
Medically fit and able to work at heights.

Educational Requirements:

High school diploma or equivalent (Grade 12).
Specialized certifications would be advantageous.