Current Openings at Poa Internet

Overall Responsibility: 

To address and resolve technical escalations from the contact center, support field service partners and follow up on network down times with the NOC team.

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Key SMART Results for A-Player Success

• Ensure all technical issues escalated from L1 teams are resolved within 1 hour with detailed updated respective tickets – End Q4 2023
• Escalate 100% issues and patterns associated with network performance and availability to NOC team for resolution at the end of every 8 hour shift (E.g sector load / performance issues) – End Q4 2023
• Ensure that all escalated issues with common problems & root causes are identified and proposed resolutions communicated with NOC / L1 within 1 hour – End Q4 2023
• All customer complaints that can be resolved on FCR are identified and shared to Technical Operations Manager, at the end of every 8 hour shift, for training of L1 team – End Q4 2023
• Address all technical issues escalated with regards to installation and field support by service partners within 10 minutes during working hours – End Q4 2023
• Support in the creation, management and adherence of detailed departmental documentation and processes – End Q4 2023

Key Competencies (H, M, L)

• Have knowledge of routing and switching protocols, IT Systems, Radio Frequency – H
• Results oriented with a track record of working in high pressure Business to Consumer (B2C) Technical Support environment – H
• Exceptional interpersonal, verbal and written communication, and conflict resolution skills – H
• Customer focused with strong analytical, trouble shooting & problem-solving skills – H
• Have experience using CRM and remote support tools, with demonstrated end to end ownership of escalated customer issues – H
• Has experience working within a fast paced high pressure L2 support environment in the Telecommunications sector for at least 2 years – H
• The ability to communicate technical information in an accessible manner to non-technical employees – H

Mandatory Criteria if Any with no exceptions to hire

• Must have worked in a Business to Consumer (B2C) Technical Support team in the Telecommunications sector for 2+ years

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Overall Responsibility

Hardware configuration, deployment, operation, and maintenance. Use software components where required to support the operation of the hardware, such as NMS or monitoring tools.

Key SMART Results for A-Player Success

• Hardware configuration, deployment, operation, and maintenance. Use of software components where required to support the operation of the hardware, such as NMS or monitoring tools. – Q3 2022
• Question, probe, and challenge assumptions, think out of the box, try new approaches on how hardware is used within Poa’s systems – Ongoing
• Execute the trial of a new in-building wireless distribution technology, evaluating different approaches to AP deployment, channel configuration, RF surveys, and QOS. – Q3 2022
• Identify issues with hardware by using tools and measuring equipment, and software where applicable – Ongoing
• Document existing and new hardware deployments, their configuration, and troubleshooting – Q3 2022
• Build a strong working relationship with the software development function in order to bring together the best hardware/software combined products and solutions – Ongoing
• Identify when to fast-track the approach to quickly test versus building solid long-term solutions – Ongoing
• Create the road map for hardware testing and introduction based on the prioritized project list – Q4 2022

Key Competencies Criticality (H,M,L)

• Specify, source, configure, deploy, test, and debug hardware systems from vendors including Mikrotik, Ubiquiti – H
• Must have deployed complex hardware systems and documented them – H
• Demonstrated problem-solving skills – H
• Build test setups in a lab, which then get documented, and deployed in the field – H
• Able to climb towers and work at heights – H
• Communicate in real time with other team members during deployment and troubleshooting of hardware – H
• Use software tools to configure the hardware as required – H
• Use software platforms to monitor hardware (e.g. NMS and remote consoles) – H

Mandatory Criteria if Any with no exceptions to hire.

• Must have operated complex systems involving multiple hardware vendors, in routing, switching, and RF.
• Must have worked with at least one of Mikrotik or Ubiquiti.
• Must have worked at heights (towers, rooftops, etc.)
• Must be confident building structured and unstructured cable systems, including power (AC and DC), RF coaxial with N, SMA connectors, ethernet, and fibre mechanical and fusion splicing.
• Must have documented hardware systems in full detail.
• Must have operated in a business with similar Values and DNA to Poa to ensure cultural alignment.