Engineer (Fixed Network Service Support)

CHINA MOBILE HONG KONG COMPANY LIMITED ("CMHK") is the wholly-owned subsidiary of China Mobile Limited (HKEx: 941), which ranks 53rd on the Fortune Global 500.

Our company is dedicated to delivering an exceptional service experience and to become a world-class sci-tech service enterprise, focusing on its three principal businesses of communications services, computing services and AI services. Guided by this vision, we cultivate a culture of trust, responsibility, and care — creating an environment where people can thrive. At CMHK, we are committed to unlocking human potential and empowering every striver to achieve success. We now invite high-caliber professionals to join us on this journey.

Department: Fixed Network Service Support

In this position, you will:

• Monitor and control field service quality, establish quality assurance frameworks, and enforce compliance with defined service protocols.
• Deliver on-site field service support for Corporate Broadband Business (CBB), including installation, commissioning, and fault diagnosis.
• Analyse complaint data and service performance metrics to identify improvement areas and drive service excellence.
• Develop, review, and update operational management policies and work procedures related to field service delivery, ensuring alignment with business objectives and industry standards.
• Manage end-to-end customer complaint handling, from case evaluation and root-cause investigation through to resolution and follow-up.
• Lead continuous improvement initiatives to optimise service workflows, reduce resolution time, and enhance overall operational efficiency.
• Collaborate with cross-functional internal teams and external vendors to streamline coordination processes and improve end-to-end service delivery.
• Maintain up-to-date expertise in CBB-related value-added services (VAS), ensuring smooth deployment and maintenance.
• Support service delivery for both residential and enterprise broadband segments, ensuring consistent customer satisfaction.

To be successful in this position, you should meet the following requirements:

• Bachelor's degree or above in Information Technology, Computer Science, Telecommunications Engineering, Network Engineering, Business Administration, or a related discipline (Master's degree preferred).
• 3+ years of solid experience in service management, service quality assurance, or field service operations within the telecom or broadband industry.
• Strong technical knowledge of XGS-PON / GPON networks, transmission systems, building wiring, and broadband service delivery.
• Proven experience in developing service policies, quality standards, and operational workflows.
• Strong capability in data-driven service performance analysis and continuous improvement methodologies (e.g., PDCA, Six Sigma, or Lean).
• Customer-centric mindset with a strong commitment to service excellence and satisfaction.
• Self-motivated, results-oriented, and able to work independently with effective time management.
• Excellent troubleshooting, analytical, and problem-solving capabilities
• Strong leadership potential with solid interpersonal, presentation, consultative, and communication skills.
• Relevant certifications such as ITIL, CCNA, CCNP, PMP, or Six Sigma are highly preferred.
• Proficiency in Putonghua (Mandarin) is a plus.

When you work:

• 5 days work
• 8 hours/day

What you enjoy:

• Discretionary Performance bonus
• Life insurance
• Medical insurance
• Education subsidies
• Birthday gift
• Marriage leave
• Birthday leave

Please submit your application to us by clicking the APPLY NOW button and send your full resume with your availability, current and expected salary to us. If you do not hear from us within 8 weeks after the application, you may assume that your application has not been successful.

CMHK is committed to be an equal opportunity employer. We offer exceptional benefits package and the opportunity to work in a challenging environment. Personal data provided by applicants will be treated strictly in accordance with our personal data policy and for recruitment purposes only.