Alwatani Last Mile Maintenance Engineer

Lastmile Maintenance Engineer

Job Summary:

The Lastmile Maintenance Engineer is responsible for providing technical support and assistance in maintaining last mile operations within specified FTTH Lastmile regions. The role focuses on ensuring the timely resolution of service issues and adherence to Service Level Agreements (SLAs) to enhance service availability and performance in alignment with organizational objectives.

• Managing ticketing systems to track and prioritize maintenance requests, ensuring timely resolution and compliance with SLAs.

• Collaborate with cross-functional teams, including network operations, field technicians, and customer support, to resolve complex network issues.

• Resolve customer complaints and maintenance issues promptly and efficiently, ensuring a positive customer experience.

• Ensure adherence to company policies, procedures, and quality standards in all maintenance activities to maintain service integrity and reliability.

• Maintain accurate records of network maintenance activities, including fault reports, troubleshooting steps, and resolutions.

• Prepare regular reports on network performance, maintenance activities, and service-level agreements (SLAs).

• Contribute to the development and improvement of maintenance procedures and documentation.

• Troubleshooting and resolving escalated technical issues, ensuring timely resolution and minimal impact on service delivery.

• Act as a liaison between contact center department and subcontractors to ensure the maintenance operation is running smoothly and within company's SLAs.

• Provide technical guidance and support to field technicians during maintenance operations.

• Coordinate with field technicians to schedule and execute maintenance activities, including preventive maintenance, repairs, and upgrades.

• Receive and prioritize fault reports from contact center or field technicians.

• Investigate reported faults, diagnose the root cause, and implement appropriate corrective actions.

• Escalate complex or unresolved issues to higher-level technical teams and track their resolution.