FTTH Backend Assist Agent at Mactay Consulting in Lagos

Job Description

We're looking for highly proficient backend agents to join our FTTH Processes team to offer L2 IT assistance for all home broadband escalations.
As a key member of our team, you'll be in charge of making sure highest quality of UX through initiative-driven and reactive servicing & maintenance.
Your proficiency will assist lead client fulfillment and commitment by providing outstanding broadband expertise.

Act as the L2 assist for home broadband quality concerns, offering specialized skill and addressing sophisticated challenges.
Report to higher support tier and check in on pending network and IT concerns with the respective departments.
Collaborate with client executive team to assist with backend client problem diagnosing issues and solution
Work alongside internal teams to lead quality programs and enhance entire customer experience.
Install, diagnose issues, and preserve fiber optic cables and ONTs to guarantee proper operation and alignment.
Offer quality client support, interact with customers, and comprehend their needs to guarantee client fulfillment.
Carry out on-site surveys to recognize clients' Wi-Fi extender needs and installation methods.
Ensure adherence to quality assurance on provisioning, organized cabling, ONT system setups and Wi-FI Surveys and all associated home initiatives.
Supervise and implement in-field fault solution, diagnosing issues, and servicing & maintenance initiatives for FTTx client’s home network in adherence with standard operating standardized processes (SoP) and SLA.
In charge of dashboard supervising to recognize and fix concerns before becoming key escalation
Organize standard procedure documentation on home network effectiveness, fault solution and system setups as may be necessary.

Robust technical profile in FTTH networks and broadband technical solutions.
2-3 years of expertise in telecommunications, fiber optics, or a relevant field.
Skilled in utilizing NMS for network management and diagnosing issues.
Outstanding issue resolution and critical thinking.
Clear communication and people skills.
Capability to operate independently and jointly in a collaborative environment.
Fiber Optic Affiliation (FOA) accreditation or similar qualifications is a plus.

Suitable applicants should send Resume to: recruitment@mactay.com using the Position name as subject of the mail.