Fixed Installation Desk Advisor

Role overview

This role sits within fixed services operations in Doha and focuses on coordinating end-to-end installation support for fibre-based and 5G-related services. The position combines technical troubleshooting, customer appointment management, vendor coordination, inventory control, and reporting to help ensure smooth fulfilment and service readiness.

Key responsibilities

• Use OTDR and LSPM test tools to review fibre test results and confirm they stay within accepted limits for fixed fibre services, including FTTX and 5G.
• Work with technology teams during acceptance of newly declared ready-for-connect buildings, towers, and villas, and prepare technical inventory reports needed to activate new customers.
• Coordinate with commercial and business teams so that premises ready for connection are correctly reflected on the website.
• Partner with operational technology teams to monitor splitter-port availability in buildings and request expansion when utilisation rises.
• Identify and interpret field challenges that can affect customer connection within SLA, such as blockage, optical power issues, fibre routing, and labelling problems.
• Carry out manual operational tasks, including updating and tracking fixed-line inventory such as ONTs, CPEs, STBs, and fibre patch cords.
• Contact customers to arrange appointments and monitor SLA adherence across multiple field vendors and locations.
• Track order failures and work with technology teams to drive end-to-end fulfilment within 48 hours.
• Handle manual disconnection of QNBN links when a customer submits a disconnection request.
• Coordinate with QNBN, the Vodafone rollout team, and other relevant stakeholders to obtain Kahramaa IDs for eligible apartments and villas.
• Support field audits to verify compliance with the scope of work and Vodafone operating standards.
• Help maintain the field service experience by training field teams on Vodafone ways of working and ensuring agents have approved uniforms and identification.
• Track and reconcile fixed-line inventory issued to field partners, and report on inventory movements.
• Use the Media First operator portal to check IPTV fulfilment status during troubleshooting and work with field partners to ensure orders are activated within SLA.
• Provide back-office support to field teams when technical issues arise during activation, and coordinate with technology teams for inventory uploads and patching for newly declared RFS buildings.
• Review customer post-installation feedback, take appropriate follow-up actions, and share feedback with the relevant field partners.
• Monitor appointments so field teams arrive within the customer’s scheduled time window.
• Use MS Office tools such as Power BI, Power Automate, and PowerPoint to generate insights and highlight operational trends.
• Target a 90% conversion rate from sales leads to successful installations and ensure all delivered managed services are billed.
• Prepare daily reports covering routine operational activities.
• Take on additional projects, tasks, or duties assigned by the line manager.

Qualifications and experience

• A bachelor’s degree or engineering degree in telecommunications or a closely related field is required.
• Strong knowledge of fixed fibre services, especially FTTX, is preferred.
• Certification or training in MS Office tools such as Power BI and Power Automate is an advantage.
• At least 5 years of relevant experience in telecommunications or service operations, with strong exposure to fulfilment in both mobility and fixed services.
• Proven experience managing vendors from different backgrounds while maintaining high service standards.
• Excellent communication and stakeholder-engagement skills, with the ability to simplify complex topics and present ideas clearly.
• Ability to create training materials and troubleshooting guides based on real-world use cases.
• Working knowledge of FTTx fulfilment models and 5G services.
• Strong verbal and written communication skills in English and Arabic.

Additional information

This is an onsite full-time role based in Doha, Qatar. The position involves cross-functional coordination, operational reporting, customer appointment management, and field support across fixed installation activities.