Role Summary:

The FTTH Maintenance Coordinator is responsible for coordinating and scheduling Fibre-to-the-Home (FTTH) maintenance repair activities. This role serves as the critical link between internal stakeholders, contractors, field technicians, and customers, ensuring smooth workflows, minimal delays, and strict adherence to Service Level Agreements (SLAs).

Responsibilities:

• Provide remote guidance to on-site technicians and contractors.

• Monitor network alarms to identify available splitter legs, maximising the performance and efficiency of the optical infrastructure.

• Arrange the re-provisioning and successful activation of repaired Optical Network Terminals (ONTs) for customers.

• Manage network security by arranging access for contractors to the Gridlock Access Management system when necessary.

• Facilitate the process of ensuring that quotations are approved prior to work being conducted within agreed customer SLA timelines.

• Track repair tickets assigned to contractors from initial submission to final resolution.

• Schedule repair appointments with customers within agreed SLA timelines once a fault is logged.

• Liaise with contractors to ensure all repairs meet MetroFibre standards and customer timelines.

• Coordinate responses for outages and provide estimated time to repair updates to customers.

• Provide the Network Operations Centre (NOC) department with outage details to facilitate customer query management.

Qualifications Required:

• Matric

• Certificate or diploma in Project Management, Telecommunications, Network Operations, or a related technical field

• Certified Fibre Optic Technician qualification.

Work Experience:

3 - 5 years Coordinating technical teams, contractors, or maintenance schedules within telecommunications, construction, or a related operational environment.