Associate, Technical Field Engineer (Residential Troubleshooting)

Role Overview:

As an Associate, Technical Field Engineer (Residential Troubleshooting) at ViewQwest, you will be a key on-site technical expert responsible for diagnosing, resolving, and restoring fiber, broadband, and home network services at customer premises.

You will apply strong troubleshooting and analytical skills to deliver first-time-right solutions, minimize downtime, and ensure a high-quality customer experience. This field-based role suits technically strong, customer-focused individuals who enjoy hands-on problem-solving and working directly with customers.

Key Responsibilities:

Residential Fault Resolution

• Diagnose and resolve fibre, broadband, and Wi-Fi issues at customer premises
• Identify and fix problems related to ONT, routers, cabling, signal loss, and network performance
• Perform structured testing to confirm full service recovery before leaving the site

First-Time-Right Service Delivery

• Isolate root causes quickly and apply permanent fixes
• Minimize repeat visits by completing proper validation and testing
• Ensure service quality meets ViewQwest standards before closing jobs

Wi-Fi & Home Network Performance

• Assess Wi-Fi coverage, speed, and stability
• Identify interference, weak signal areas, and performance risks
• Recommend practical improvements such as router placement, mesh, or cabling solutions (Professional home consultation)

Customer Communication & Product Recommendation

• Explain issues and solutions clearly to customers
• Set realistic expectations and ensure customers understand the outcome of the visit
• Maintain a professional, calm, and customer-friendly approach
• Support sales activities by identifying opportunities to upsell products and value-added services based on customer needs.

Tools, Evidence & Reporting

• Use approved diagnostic tools for testing and verification
• Capture photo evidence, test results, and job notes
• Update all work records accurately in ViewQwest systems

Shift & Coverage Support

• Support weekday, evening, and weekend troubleshooting under a rotational shift model
• Respond to urgent and priority fault cases when required

Work Schedule:

• Morning Shift:        9:00 AM – 6:00 PM
• Afternoon Shift:     12:00 PM – 9:00 PM
• 7-day rotational coverage including weekends and public holidays

Requirements:

• Diploma or higher in Telecommunications, IT, Electronics, Networking, or related field
• 2–3 years’ experience in residential broadband, fibre, or network troubleshooting preferred
• Strong hands-on skills in:

·       ONT and router diagnostics

·       Fibre and in-home cabling

·       Wi-Fi troubleshooting

• Good communication and customer handling skills
• Able to work independently in the field and as part of a rotating team

License & Mobility

• Valid Class 3 or motorcycle driving license
• Willing to travel island-wide for on-site support