FTTH Escalations Coordinator
We are seeking a proactive, customer-focused, and highly organised FTTH Escalations Coordinator to manage and coordinate escalated Fibre-to-the-Home (FTTH) maintenance and repair activities.
Role Summary:
The successful candidate will serve as the central point of coordination between contractors, field technicians, customers, Internet Service Providers (ISPs), and internal stakeholders to ensure the timely resolution of service-related escalations.
The role requires strong coordination, communication, problem-solving, and reporting skills, with a focus on minimising service disruptions, maintaining service quality, and ensuring compliance with agreed Service Level Agreements (SLAs).
Responsibilities:
Customer Support and Stakeholder Management
Attend to customer queries and escalations within agreed turnaround times and SLAs.
Communicate professionally and effectively with customers, ISPs, contractors, field technicians, and internal departments.
Provide regular updates on repair progress and estimated time to resolution (ETR).
Maintain a high standard of customer service throughout the escalation process.
Repair and Escalation Management
Coordinate and schedule contractors and field technicians to ensure timely resolution of escalated repairs.
Track and manage escalated repair tickets from initiation through to final resolution and closure.
Identify potential risks, delays, and service delivery challenges, escalating them through the appropriate channels.
Provide remote support to on-site teams and arrange additional technical assistance when required.
Ensure repair activities comply with company quality standards, operational procedures, and agreed timelines.
Monitor contractor performance and ensure adherence to SLAs.
Qualifications Required:
Matric
A certificate or diploma in Project Management, Telecommunications, Network Operations, or a related technical field; or
A Certified Fibre Optic Technician qualification.
Work Experience:
3 - 5 years' relevant experience coordinating technical teams, contractors, or maintenance schedules within telecommunications, construction, network operations, or a related operational environment.
- Department
- Operations
- Location
- Head Office Centurion
About MetroFibre
MetroFibre Networx is a carrier class Ethernet (CE 3.0) infrastructure company, that today provides highly managed fibre optic broadband connectivity in South Africa.
Our customers, made up of Internet Service Providers (ISPs), resellers, residential and business properties, and consumers are able to take advantage of an array of services to meet their needs. The MetroFibre services to businesses include: Dedicated Internet Access, High Speed Broadband Network Connectivity, Voice Over IP, IP transit, Layer 2 services, Data centre connectivity, enabling cloud connectivity and all of which is delivered on the back of a single MetroFibre Networx fibre Installation. Residential consumers services include Internet connectivity, VoIP and MetroFone App, MetroMesh Wi-Fi extender and Metro-I solution is available for Estates and complexes.