DUTIES AND RESPONSIBILITIES - Network Engineer:
1. Install, prepare, and troubleshoot fiber optic cables and systems.
2. Professionally design optical paths and passive optical networks.
3. Demonstrate expertise in cable types, color codes, and cabling techniques.
4. Modify circuitry to enhance cable performance.
5. Provide recommendations for improvements or modifications to resolve technical issues.
6. Conduct installation piping for fiber optic and modem systems.
7. Read and comprehend electrical drawings effectively.
8. Perform cable removal, installation, multi-cable transits, and other technical requirements.
9. Maintain networks, spliced, and terminated as required.
10. Assist senior technicians in corrective maintenance efforts.
11. Collect various fiber optics to facilitate smooth installations. 12. Diagnose different technical problems occurring in cables.
13. Ensure quick and secure fiber optics communications.
14. Manage and maintain existing communication systems.
15. Demonstrate self-initiative or undergo training for network level 1 support requirements.
16. Regularly generate comprehensive monthly self-performance and job reports for immediate review.
DUTIES AND RESPONSIBILITIES - Helpdesk:
1. Provide expert technical assistance to clients for company products and services.
2. Diagnose, troubleshoot, and resolve customer-reported issues, emphasizing over-the-line diagnostics.
3. Efficiently manage service tickets, from opening and checking to timely follow-up and updates.
4. Address payment and billing concerns, ensuring a smooth customer experience.
5. Proactively handle customer complaints and requests, ensuring satisfaction through timely resolutions.
6. Collaborate with the L2 Technical Department for effective communication and problem escalation.
7. Clearly communicate problems and requests to the next level of support for comprehensive solutions.
8. Respond to team and customer issues and inquiries through official channels, including WhatsApp and phone calls.
9. Identify and resolve customer problems and complaints with optimal solutions.
10. Respond promptly to customers in a professional and courteous manner.
11. Monitor and follow up closely on customer complaints and tickets to ensure satisfaction.
