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Customer Support Technician (Fibre to Home)

Job Type

Full Time , Onsite

Qualification

Diploma

Experience

3 - 5 years

Location

Nairobi

Job Field

ICT / Computer

Our client a growing Internet Service Provider (ISP) delivering reliable fibre internet solutions to homes and businesses. We are looking for a skilled, proactive, and hands-on Customer Support Technician to join our technical team.

The ideal candidate should have strong experience in fibre installations, troubleshooting, customer support, and network maintenance, with the ability to coordinate and guide field technicians when required.

Key Responsibilities

Installation, maintenance, and support of Fibre to Home (FTTH) and business internet connections.

Troubleshooting internet connectivity, routers, wireless devices, fibre links, and customer network issues.

Monitoring signal strength, network stability, and ensuring optimal customer connectivity.

Conducting fault diagnosis and restoration of network outages within agreed timelines.

Maintenance of fibre and wireless network infrastructure including cabling, poles, routers, switches, access points, and related equipment.

Site surveys and technical assessments for new installations.

Configuration and support of networking equipment.

Customer support and resolution of technical complaints professionally and efficiently.

Coordinating field activities and supporting junior technicians where necessary.

Ensuring proper installation standards and adherence to company procedures.

Preparing technical reports and escalation of unresolved issues.

Requirements

Diploma or Certificate in Telecommunications, IT, Electrical Engineering, or related field.

Proven experience in a similar role within an ISP or fibre internet company.

Hands-on experience with FTTH installations, wireless networking, signal troubleshooting, and customer support.

Experience maintaining ISP infrastructure and responding to network faults.

Experience working with installation contractors or technical teams serving large-scale ISP networks will be an added advantage.

Ability to supervise, coordinate, and support technical field teams.

Strong troubleshooting and communication skills.

Ability to work independently and handle field assignments efficiently.

Valid driving/riding experience is an added advantage.

Desired Attributes

Leadership and team coordination skills.

Strong customer service attitude.

Problem-solving mindset.

Reliable, disciplined, and results-oriented.

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• Installation, maintenance, and support of Fibre to Home (FTTH) and business internet connections.
• Troubleshooting internet connectivity, routers, wireless devices, fibre links, and customer network issues.
• Monitoring signal strength, network stability, and ensuring optimal customer connectivity.
• Conducting fault diagnosis and restoration of network outages within agreed timelines.
• Maintenance of fibre and wireless network infrastructure including cabling, poles, routers, switches, access points, and related equipment.
• Site surveys and technical assessments for new installations.
• Configuration and support of networking equipment.
• Customer support and resolution of technical complaints professionally and efficiently.
• Coordinating field activities and supporting junior technicians where necessary.
• Ensuring proper installation standards and adherence to company procedures.
• Preparing technical reports and escalation of unresolved issues.

• Fibre installations
• Troubleshooting
• Customer support
• Network maintenance
• Coordination of field technicians
• FTTH installations
• Wireless networking
• Signal troubleshooting
• ISP infrastructure maintenance
• Responding to network faults
• Supervising technical field teams
• Troubleshooting skills
• Communication skills

• Diploma or Certificate in Telecommunications, IT, Electrical Engineering, or related field.
• Proven experience in a similar role within an ISP or fibre internet company.
• Hands-on experience with FTTH installations, wireless networking, signal troubleshooting, and customer support.
• Experience maintaining ISP infrastructure and responding to network faults.
• Experience working with installation contractors or technical teams serving large-scale ISP networks will be an added advantage.
• Ability to supervise, coordinate, and support technical field teams.
• Strong troubleshooting and communication skills.
• Ability to work independently and handle field assignments efficiently.
• Valid driving/riding experience is an added advantage.