ISP Field Technicians (Embu)
RESPONSIBILITIES:
Customer Support & Service Delivery
- Respond promptly to customer complaints and service tickets.
- Maintain professionalism and excellent customer service during all field interactions.
- Support customer onboarding by conducting site surveys and installations.
- Educate customers on basic equipment usage and connectivity troubleshooting.
Fiber Optic Installation & Deployment
- Install and terminate fiber optic cables for residential, SME, and enterprise clients.
- Conduct fiber splicing, patching, and testing using appropriate tools and equipment.
- Install and configure Optical Network Terminals (ONTs), routers, switches, and related customer premises equipment (CPE).
- Perform aerial and underground cable installations where required.
- Ensure proper routing, labeling, and protection of cables during installation.
Structured Cabling and Cable Management
- Ensure proper cable organization, dressing, and management within racks and customer sites.
- Perform Cat6 cable termination and structured cabling installations.
- Maintain neat and professional installation standards.
- Install patch panels, faceplates, cabinets, and cable containment systems.
Network Maintenance & Troubleshooting
- Troubleshoot LAN/WAN connectivity issues affecting customer service delivery.
- Replace faulty cables, connectors, networking devices, and related hardware.
- Diagnose and resolve fiber connectivity issues, signal degradation, and network outages.
- Conduct preventive maintenance on fiber and network infrastructure.
- Escalate complex technical faults to Network Engineers or NOC teams where necessary.
Reporting
- Complete installation reports, maintenance logs, and fault resolution records accurately.
- Document network changes, cable routes, and equipment configurations.
- Update assigned tickets and work orders within agreed timelines.
- Provide daily activity and incident reports to supervisors.
KEY REQUIREMENT SKILLS AND QUALIFICATION:
- Diploma or Certificate in Telecommunications Engineering, Information Technology, Electrical Engineering, Computer Networking or a related technical discipline
- Minimum of 2 years hands-on experience in Fiber optic installation and maintenance, ISP field operations, Networking support and troubleshooting, Structured cabling environments
- Excellent communication and interpersonal abilities
- Good customer service orientation