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• Initiate
  improvements by proposing ideas to better the overall quality of ROKE
  Telkom’s product offering in the form of hardware or software upgrades, equipment
  overhaul or other recommendations to ensure long term client
  satisfaction.
• Proactively
  monitor system and network health and availability using established
  monitoring tools in order to ensure customer satisfaction by mitigating
  problems to avoid degraded service as much as possible.
• Meet
  customer and business expectations on quality of work done at customer
  premises by getting acceptance forms duly signed by the customer or his
  representative, and have them filed for reference.
• Review,
  monitor and forecast the holdings of inventory and spares including
  wireless radios, antennae, dishes, accessories and materials required for
  civil works by contractors to ensure that wireless installations are done
  efficiently and swiftly.
• Assist
  the Technical Support Engineer to follow up with
  contractors/sub-contractors to ensure that work orders for fiber builds
  are carried out as per specification and within the stipulated project
  completion lead time.
• Interacting
  with end customers and continuously relaying feedback on service experience
  or requests, channelling appropriately to department concerned, with the
  objective of ensuring customer satisfaction.
• Providing
  training and skills/knowledge sharing with other engineers in order to
  create flexibility in the team in handling field activities to
  ensure high service availability and business continuity.
• Participate
  in regular departmental planning and service review meetings to keep
  abreast of upcoming operational changes and objectives and to ensure
  efficiency and effectiveness.
• Documenting
  all aspects pertaining to ROKE Telkom’s wireless infrastructure including
  GPS locations of base stations, coverage area, backhaul and backup links,
  site contacts and any other information to ease troubleshooting and
  maintain maximum availability.
• Actively
  use the ROKE Telkom’s trouble ticket system to follow up on assigned
  incidents and issues and uses the system to provide timely updates
  detailing any corrective and preventive action as required to meet
  internal and customer SLA guarantees and expectations.
• In
  charge of managing internal and external communications effectively using
  the most appropriate channels, ensuring they are timely, co-ordinated,
  coherent, and reflective of ROKE Telkom’s vision and are customer focused.
• Assimilate
  and apply knowledge on the integration (reviewing, inspecting and
  testing) of third party customer equipment into ROKE Telkom’s product line
  including such as switches, routers and servers, and training customers on
  system usage.
• Take
  part in planning, co-ordinating and executing scheduled or
  emergency maintenance activities on the fiber, wireless or transmission
  infrastructure and communicating to all stakeholders as per SLA in a
  timely and effective way to reduce on service impact.
• Participate
  in the planning and execution of the extension of ROKE Telkom’s
  fiber and wireless infrastructure including transmission and backhaul
  links to all points of presence in order to meet business goals for
  network expansion
• Tasked
  with monitoring and updating the build ticket queue on daily basis
  with details about progress, changes in plan, non compliance and any other
  challenges causing delays to the provisioning team in order to keep all
  stakeholders informed and to manage customer expectations.
• Collaborate
  with provisioning team to gather terms of reference for prospective
  customer builds and liaising with relevant sales and customer contacts to
  carry out detailed surveys that will facilitate generation of accurate
  quotes and expected lead times for swift service turn up
• Closely
  follow up with contractors/sub-contractors on phone, email and
  carry out physical on-site inspections to ensure that work orders for
  fiber builds are carried out as per specification and within the
  stipulated project completion lead time.

• The ideal candidate for the Roke Telkom
  Field Engineer job placement must hold a University degree (BSc) in Computer Science or
  Telecommunications Engineering from a recognized university
• Hold
  professional CCNP / CCIP Certification or equivalent from a recognised
  institution
• At least two years of progressively responsible experience as a field support
  engineer in the telecoms sector
• Previous
  exposure and experience with transmission technologies, microwave and
  fibre optic
• Experience
  in advanced networking
• Previous
  experience in enduser support
• Computer
  literacy skills i.e. proficient with Project Excel, Visio and MS office
• Excellent
  interpersonal and communication skills;
• Project
  management / supervisor skills
• Excellent
  problem solving and analytical thinking skills;
• Keen
  attention to detail and multitasking ability;
• Result-
  and team-oriented, honest and of high integrity; and
• Ability
  to work with minimum supervision.

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