FTTX Service Delivery Technician

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fiber networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region. Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values—Diversity, Integrity, Growth, and Innovation—our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

Visit www.digicelgroup.com for more.

Job Title

FTTX Service Delivery Technician

Primary objective of the job: 

Under minimal supervision perform basic to advanced troubleshooting and repair for services from FAT to Customer Premise Equipment (CPE) for residential and commercial customers. Complete disconnects, downgrades, upgrades, reconnects, and installations as/if business needs dictate. Primary focus will be on the installation, performance and maintenance of the Fiber Optic network

Main Duties and Responsibilities:

• Survey, Install, Maintain, troubleshoot and repair entire Premises Fiber Optic network from the FAT to the Customer’s Premises Equipment (CPE).
• Install and maintain all FTTB / FTTH customers
• Create and maintain proper documentation of Customer install and service calls
• Troubleshoot and repair complex residential and commercial business customer services from the FAT to the connection of the CPE for single, multi-family, multi-dwellings, and/or commercial dwellings including, but not limited to, all necessary wiring both interior and exterior associated equipment in the forward and return signal path of the customer premise network (CPN). 
• Perform all work as necessary to conform to Digicel Group quality and SOP, following all SHEQ (Safety Health Environment and Quality) security and safety control guidelines.
• Integrate various company services (video, internet) with customer’s equipment.
• Ensure and record proper levels and signal quality within required specifications on active outlets.
• Diagnose and resolve customer escalations. Consult Supervisor and Manager on unresolved customer issues.
• Clean the premises of all debris and materials after the repair is complete.
• Educate customer on proper use of services and equipment, including channel lineup and EPG.
• Maintain accurate records including time worked, daily logs, gas sheets, as required; properly record all required information on data devices and/or work orders.
• Operate communications device in accordance with company policies.
• Operate Company vehicle in a safe and responsible manner. Clean, maintain, stock, and secure assigned vehicle and equipment, in accordance with company policies.
• Demonstrate proficiency with tasks, tools, test equipment and information that will enhance business results.
• Perform quality control inspections by reviewing work completed by contract partners.
• Strong understanding of commercial products and services, including installations and troubleshooting.
• Complete residential and commercial pre-install site surveys as business needs dictate; complete residential and commercial installations, as business needs dictate.
• Strong understanding of operations from customer set tops to the headend. Ability to diagnose and repair multi-repeat trouble calls.

 Academic Qualifications and Experience Required:

Education 

• High School Diploma
• Five CXC subjects at the level of grade 1 (distinction) or 2 (credit) or an equivalent qualification
• Service Delivery Certification

Skills/Abilities and Knowledge

• Proficient in written and verbal English. Must be able to communicate with employees, customers, suppliers, in person, on the phone, and in writing in a clear, straight-forward, and professional manner.
• Ability to safely use the following hand tools electric drills, hammers, wrenches, screwdrivers.
• Physically capable of walking over all types of terrain in all kinds of weather while carrying tools and equipment, including gaffs, ladders, and fully loaded tool belts.
• Ability to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of that equipment.
• Ability to accurately measure distances, using tapes or other measuring devices.
• Physically able to carry, climb and operate extension ladder, (approx. 32 ft. high and 90 pounds).
• Ability to climb poles using gaffs, hooks and climbing belt as needed.
• Ability to differentiate between different sizes and colors of wires.
• Ability to make cable connections in tight spaces by bending, reaching, twisting.
• Physically able to perform jobs in high places (i.e. poles and roofs)
• Physically able to stand for long periods of time (approximately 50 - 70% of the time).
• Excellent fine motor skills enabling work with small components and wires to make cable connections
• Ability to use handheld communication devices and applications
• Ability to travel (including during inclement weather) to and from assigned territories and company facilities
• Ability to work outside for extended periods in any season and/or during inclement weather 
• Familiarity with computer operating systems, and a myriad of consumer and commercial communication devices (e.g., smartphones, routers, modems, converters, and wireless devices), and computer software applications 
• Ability to complete documentation accurately 
• Moderate to advanced understanding of IP networks 
• Ability to operate appropriate computer or test equipment associated with position (e.g. signal level meters, OHM meters, etc.) 

Functional Skills:

• Coordination: Possess strong coordination and project management skills to oversee end-to-end service delivery processes.
• Problem Solver: Exhibit excellent problem-solving skills to address service delivery challenges and ensure customer satisfaction.
• Effective Communicator: Demonstrate strong communication and interpersonal skills to interact with cross-functional teams and customers.
• Detail-Oriented: Exhibit meticulous attention to detail in service delivery processes, documentation, and quality assurance.
• Continuous Improvement: Proactively identify areas for process improvement and drive efficiency enhancements.
• Autonomous Work: Ability to work independently, prioritize tasks, and manage service delivery activities efficiently.

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.