Position Title: NOC Test Technician
Role Status: Full time
Location: Maluafou, Samoa
Reports to: Senior Technician and/or Manager Customer Service Operation
Date: August 2018

Position Summary:

Achieving customer satisfaction by providing excellence in service in testing cable pairs and updating cable records.  Coordinated faults tickets and new install tickets. Supervise and monitor all network elements and work stations utilizing the necessary software to manage the network.                                                                                                                       


Key Accountabilities and Results Areas

  • Provide hourly reports in a timely manner.
  • Inform relevant and responsible personnel when outages occurred.
  • Ensure that all monitoring system are working perfectly.

Major Responsibilities

  • Perform daily dispatching of new connections and faults service orders to Fixed Service Network and Core Cable Network technical staff.
  • Managing dispatch queue through follow up process to ensure Company targets are met.
  • Assist in updating faults and install cable records before closing service orders.
  • Ensure line testing is accurate and correct.
  • Assist Fixed Service Network Technicians and Core Cable   Network Technicians in isolation of faults.
  • Able to jumper and connect lines on the Main Distribution Frame (MDF)
  • Perform phone features activation and deactivation.
  • Monitor A1 alarms on Winfiol system and M200 mobile elements management system
  • Assist with monitoring Moana TV network
  • Liaise and work together with other Technical team on issues affecting our network services.
  • Coordinates network troubles, provides problem management, monitor routers and manages network changes.
  • Responsible with writing reports to internal customers and Bluesky international carriers.
  • Perform other duties as assigned by management

Key Stakeholder Relationships

Internal Stakeholders:
  • Operations Manager
  • Managers
  • CSC
  • Sales
  • Retail
  • Finance
  • Field Technicians
External Stakeholders:
  • Customers

Key Requirements and Competencies

Qualifications/ Experience:
  • Diploma or a degree in telecommunications and/or computer
  • Minimal 3 years work experience in relevant network and in the mobile industry.
  • Excellent verbal and written communication skills
  • Commitment to customer service
  • Enthusiastic and flexible
  • A team player but also able to work with limited supervision
  • Willing to work overtime as required
  • Ability to work varying shift schedules to include swing, grave and weekend hours
  • Proficient in relevant computer applications
  • Active listening, problem solving, customer service orientation, and organizational skills
  • Attention to detail, initiative, good judgment, adaptability to changing work environment, team work, stress tolerance and resilience
Knowledge/ Skills /Ability:
    • Knowledge of systems including, Avabill, Tarka, Metaview web etc
  • Knowledge of GSM, Alarms, Wireless telecom system infrastructure and network
  • Knowledge of Radio Access networks features and functionalities (RNC, NodeB, BSC, BTS)
  • Knowledge of transmission concepts (including wireless), cell site topology, RF principles and network architectures
  • Excellent knowledge of/experience with telecommunications principles and practices
  • Strong verbal and written communications kills.  Be able to discuss with both very technical experts as well as senior management
Organisational Competencies:
  • Customer Service – Treats all customers courteously; is responsive to customer requests and elicits feedback from them to monitor their satisfaction; considers both the short and long-term interests of the customer in making service decisions; proactively identifies customer needs and takes responsibility for resolving customer complaints in a timely manner.
  • Learning Agility – Demonstrates a personal learning orientation; seeks and constructively uses feedback to build on strengths and manage weaknesses; is curious and shares learning, and in doing so creates an expectation in others to seek and learn from experiences.
  • Building Collaborative Relationships – Exhibits an ability to cooperate and collaborate with colleagues across Bluesky to achieve shared goals; develops and maintains a range of internal and external networks to meet organisational objectives; looks for opportunities to support colleagues.
  • Self Management – Sets personal goals in line with business unit plans; takes responsibility for prioritising own work; looks for opportunities to improve performance; is passionate about achieving results.
  • Continuous Improvement – Looks for opportunities to apply continuous improvement practices / principles in their work area; responds to suggestions from others; applies new learning to improve individual and team performance. –

Compliance

Business Compliance:
  • Ensure a sound understanding and
  • demonstrate commitment to and comply with all legislation and Bluesky policy relevant to the role and all activities undertaken in the role
  • ethical performance in an effort to maintain a high standard of conduct expected and deserved by our customers and to enable the Company to continue to offer its services and comply with our Bluesky Code of Ethics and Conduct.
Health and Safety:
  • Undertake all work in a safe manner and follow all company and workplace health and safety procedures
  • Identify new hazards and advise manager or workplace Health and Safety representative/coordinator within 24 hours of identification
  • Accurately report incidents and accidents to manager or workplace Health and Safety representative/coordinator as soon as possible.