Fixed Installation Desk Advisor

Job Overview

The Fixed Installation Desk Advisor role entails detailed responsibilities involving testing, coordination, and operational support for fixed fiber services (FTTX) and 5G connectivity. The candidate will utilize expertise in fiber testing equipment and collaborate with multiple teams to ensure smooth service activation and quality customer experience.

Key Responsibilities

• Utilize OTDR and LSPM testing tools to analyze fiber test results, verifying compliance within budget and technical benchmarks for FTTX and 5G services.
• Coordinate the acceptance process for newly ready-to-connect buildings, towers, and villas with technology teams. Prepare technical inventory documentation required for new customer connections and liaise with commercial and business units to ensure accurate publication of connection availability on platforms.
• Collaborate with technology operations to monitor splitter port usage per building, initiating expansion requests based on usage levels.
• Identify and address technical challenges such as route blockages, optical power parameters, and fiber cable routing/labeling to meet customer connection SLAs.
• Handle manual tasks including uploading and tracking fixed line inventory such as routers (ONT, CPE, STB) and fiber patch cords; making customer calls for appointment scheduling.
• Oversee and monitor SLAs across various field vendors and geographic areas; track order failures and coordinate with technology teams to ensure issue resolution and fulfillment within 48 hours.
• Process manual disconnections of QNBN links as requested by customers.
• Collaborate with external parties including QNBN and rollout teams to obtain Kahramaa IDs for eligible residences and conduct field audits to ensure compliance with scope of work and organizational standards.
• Maintain and enhance field service quality by providing routine training to field teams on operational procedures, and ensuring proper use of approved uniforms and identification.
• Track and report fixed line inventory issuance and reconcile with field partners; use operator portals to verify IPTV fulfillment status and troubleshoot as necessary, ensuring timely activation of assigned orders.
• Provide back-office technical support during activations, coordinating inventory uploads and patching for newly declared ready-to-service buildings.
• Review customer installation feedback, initiate corrective actions, and communicate outcomes to field partners; ensure field teams adhere to scheduled customer appointment times.
• Leverage MS Office tools such as Power BI, Power Automate, and PowerPoint to generate insights and identify operational trends supporting continuous improvement.
• Ensure a conversion rate of at least 90% from sales leads to successful installations with billing of all managed services; produce daily activity reports.
• Perform additional projects, tasks, or assignments as delegated by the line manager.

Qualifications and Experience

• Bachelor’s or Engineering degree in telecommunications or a related field.
• Advanced knowledge of Fixed Fiber Services, specifically FTTX, is preferred.
• Certifications or strong skills in MS Office tools like Power BI and Power Automate are a plus.
• Minimum five years of experience in service or telecommunications sectors, with pronounced expertise in fulfillment for both mobility and fixed services.
• Proven history of managing diverse vendor relationships and ensuring high levels of service through effective communication and engagement.
• Result-driven with capability to develop training materials and troubleshooting guides tailored to FTTX and 5G service fulfillment scenarios.
• Excellent verbal and written communication skills in English and Arabic.