Service Operations Install Engineer

Who are we?

Ogi is on a mission to power up life online for homes,   businesses   and communities across South Wales, installing real fibre right up to your doorstep.  
 
We’ve been   operating   as Spectrum Internet and Net Support UK for many years, providing mainstream internet and IT services. In October 2020, we secured   landmark multi-million-pound   funding to deliver a large-scale and ambitious rollout of full fibre broadband across South Wales.    
 
We believe that joining Ogi is a unique opportunity to work within an innovative Welsh business and one of the fastest-growing companies in Wales. Until now, the pace of levelling up Wales’s broadband infrastructure has been too slow - So we plan to speed things up.

This is a unique opportunity to join an innovative company in a fast-growing sector and help our talented team build a leading Welsh tech business - one that will make a crucial difference to the people and places we serve.  

What we are looking for

A self-driven and experienced individual to provide fibre installation services within the customer premises, providing a  best in class  quality of service for our residential and business customers.  

This is a key role as it supports our vision to provide a customer-focused experience by delivering quality, professional,  friendly  and personable service.   

The successful candidate must be Health & Safety conscious and have keen attention to detail  

Main Responsibilities

• Installing  fibre  in customer business and residential premises. This is a multidisciplinary role that  includes d elivery of all standard install types (PIA and Ogi Own Network) . This includes end to  end  delivery  PIA underground, PIA  overhead  and Fresh Dig installations.  You will also  be responsible for  conducting  Pre Install  Survey Visits ,  1 st   line  fault  as required by business need  and pre-pull  activities  and provide suitable/th o rough notes for the   installation.   

• Responsible  for  maintaining   high level  HSE and  Quality  output  while deliver ing  expected  productivity   objectives .  Equal importance  is  to be assigned to the 3 key areas of delivery: Health, Safety and Environmental; Quality; and Productivity.   

• Lia i sing by phone/remotely with the installations   field support  lead   and  Managers  and the  Escalations Team   to ensure  as much care as possible is given to our  objective  to connect the customer  first time, every time and that the customer has service at the ti me  of leaving their premise . Where the installation is delayed,  you will  be  responsible  for   accurate  and  timely  reporting of reasons, so the job can be reappointed as quickly as possible.   

• Working with the Installations  Managers   to  identify  solutions to challenging installations. Agreeing  on the  best way forward and  advising   c ustomer s  of so lu tions .  

• Acting as the Ogi Ambassador and face of Ogi, ensuring  best in class customer feedback received.  You will actively seek feedback from customers at the end of each interaction, and in line with the  teams  wider  feedback response  objectives .   

• Responsible  for responding to installation related faults and  have  a good  understanding  of  basic   fibre  principals, fault finding practices and in home  wifi   and device connection  troubleshooting  where  required .  

• From time to  time  you will  be required  to  support of  the pre-enablement team by completing pre-pulls as directed by your manager.  

• Understanding of  all Ogi policies as they relate to the performance of your duties, including and not limited to, u ndertaking daily checks of vehicles, tools,  equipment  and PPE  before  leaving the depot.   

• Responsibility for the HSEQ performance of all aspects of the tasks assigned to you, including dispo s al of waste materials in line with  Ogi’s  waste and environmental policies and procedures. You  are responsible for  ensuring the installation works  comply with  company instructions and relevant standards.  

• Complete individual QA  on every job and ensure delivered to the highest standards .  

• Undertake all job-specific risk assessments and method statements. Report and health & Safety incidents and ‘Near Misses.’  

• Responsibility for  understanding how to use Dynamics field services for the management of your workflows. Ensuring you follow  process  around  timely  and  accurate  job status updates and the full and  accurate  completion of job pack notes and service tasks.  

• To attend  fortnightly team  meetings – or as  required  – by the Team Manager and/or the  Director  of Network Operations & Service Operations

• Responsible for stock management/reordering -maintaining levels  in line with  warehouse policy and agreed procedures .