Government Teacher

Role Summary


The Field Coordinator is tasked with overseeing the entire lifecycle of service tickets, ensuring efficient and effective handling from initial receipt to final resolution.
This position involves evaluating incoming tickets, assigning them to suitable field engineers, offering necessary technical assistance, and ensuring adherence to service timelines and company policies.


Job Description / Core Responsibilities

Ticket Reception / Analysis / Assignment:


Observe and process incoming service tickets through the Customer Care Management (CCM) platform.
Confirm receipt of tickets and ensure thorough comprehension of the ticket's purpose.
Examine the specifics of each ticket to grasp the issue, urgency, and required expertise.
Sort and prioritize tickets based on established criteria.
Select the most appropriate field engineer for each ticket considering their expertise, location, and current workload.
Allocate tickets to the chosen field engineer and communicate assignment details.


Engineer Follow-Up:


Maintain consistent communication with field engineers to track the progress of assigned tickets.
Verify that engineers adhere to the expected time of arrival (ETA) and service completion deadlines.
Tackle any challenges or delays that may arise during the service process.


Offer Technical Support:


Provide technical guidance and assistance to field engineers as needed to efficiently resolve issues.
Act as an escalation point for complex or unresolved technical problems.


Collect Reports from Engineers:


Gather comprehensive reports from field engineers upon completion of each service ticket.
Review reports to ensure accuracy, completeness, and compliance with company policies.


Ticket Updates:


Input report details and any additional notes into the ticketing system.
Modify the status of each ticket to reflect current progress and completion.


Report Distribution to Relevant Department:


Disseminate completed and verified reports to the appropriate departments or stakeholders.
Ensure prompt and accurate communication of service outcomes.


Work Environment:


Office-based position
Interaction with field engineers, technical personnel, and other departments.


Education and Qualifications


Degree: BSc / HND in Computer Engineering or Telecommunications
Skills: Excellent communication abilities, both written and verbal
Attributes: Self-reliant problem solver with strong team orientation
Decision Making: Capable of making sound, evidence-based decisions under pressure
Environment: Ability to thrive in a high-pressure technical setting
Experience: Technical background in telecommunication field operations
Technical Knowledge: Proficiency in RF, WLAN, and LAN technologies.
Certifications: Cisco Certified Network Associate (CCNA) is advantageous.