Field Engineer

Job Summary: The Field Coordinator is responsible for executing and managing all onsite activities: ensuring site is visited at the given ETA, ensuring requested task is implemented professionally and in accordance with company policies, effectively representing company’s image onsite and coordinating with backend entities for effective resolution of all given escalations. This role involves analyzing given task, seeking support from backend technical teams, professionally and successfully resolving them to avoid repetitive visit following company policies and achieving result within allowed time-frame.

Education and Qualifications:

• Degree: BSc / HND in Computer Engineering or Telecommunications
• Skills: Strong communication skills, both written and verbal
• Attributes: Independent problem solver with strong team orientation
• Decision Making: Capable of making solid, fact-based decisions under pressure
• Environment: Ability to work in a high-pressure technical environment
• Experience: Technical experience in telecommunication field operation
• Technical Knowledge: Technical background or experience in RF, WLAN, and LAN.
• Certifications: Cisco Certified Network Associate (CCNA) is a plus

Key Responsibilities:

Receiving Ticket/Escalation

• Acknowledgment: Confirm receipt of the ticket or escalation.
• Initial Assessment: Review the details provided in the ticket for accuracy, clarity, and completeness.
• Prioritization: identify the urgency and priority level based on the category indicated in the escalation.

Reviewing the Escalation

• Technical Analysis: Identify the problem’s root cause or symptoms based on the ticket details.
• Preliminary Troubleshooting: Conduct any remote troubleshooting steps, if applicable, to attempt quick fixes.
• Resource Planning: Ensuring all needed tools and accessories are available before visit

Visiting at the Given ETA.

• Logistics Coordination: Assess your movement to site to ensure meeting up with given ETA.

On-Site Implementation

• Issue Diagnosis: Conduct a thorough diagnosis at the site to confirm the problem.
• Repairs/Installations: Perform necessary repairs, installations, or replacements to resolve the issue.
• Testing and Verification: Test the solution on-site to ensure the problem is fully resolved and services are restored.

Coordination with Other Technical Departments

• Collaborative Troubleshooting: Engage with relevant departments (e.g. IP.OPS, PS.OPS and RF Planning) if additional expertise is needed.

Post-Implementation Reporting

• Documentation: Document all activities carried out, including steps taken and changes made.
• Customer Update: Notify the customer about the completion and details of the resolution based on company policy
• Report: Send a detailed report summarizing the incident, actions taken, and resolution outcome to backend team for ticket closure.

Work Environment:

• Field-based
• Interaction with coordinators, client and other technical departments