Customer Connection and Support Technician-Position

Department: ISP Maintenance / Service Delivery
Reports To: Operations Manager

Job Summary
The Customer Connection and Support Technician is responsible for installing, maintaining, and supporting customer connectivity services. The role ensures high service quality, minimal downtime, and an excellent customer experience in line with the organization’s Service Level Agreements (SLAs).

Key Responsibilities

1. Report to the assigned work location by 8:00 AM and adhere to daily work schedules.
2. Attend all required meetings in accordance with company policies (internal and external).
3. Install, terminate, and maintain fiber optic cables and related network equipment.
4. Resolve service outages and connectivity issues within defined SLAs.
5. Update and close service tickets promptly with clear and accurate information.
6. Adhere to Health & Safety (HSE) guidelines and maintain quality standards during all
   operations.
7. Enforce Stop Work Authority (SWA) where risks are identified.
8. Educate customers on basic troubleshooting and respond to fiber-related inquiries.
9. Diagnose and resolve fiber link faults within SLA timelines.
10. Perform core provisioning at fiber distribution points.
11. Test and troubleshoot fiber links using tools such as OTDR, optical power meters, and light sources.
12. Provide timely updates on faults to dispatch teams while ensuring excellent customer service.
13. Maintain a Net Promoter Score (NPS) of 90% and above.
14. Work on PTMP links and ensure customers are fully operational after service.
15. Conduct daily route patrols and preventive maintenance activities.
16. Ensure network components (OLTs, FDTs, JBs, closures, FATs) are clean and well maintained.
17. Confirm capacity availability within assigned clusters and communicate any constraints promptly.
18. Avoid service reversals; where unavoidable, ensure proper communication with clients and planners.
19. Ensure all required documentation (JMP, PTW) is completed for every task.
20. Maintain tools and vehicles in good working condition and escalate issues promptly.
21. Always wear appropriate Personal Protective Equipment (PPE) during operations.
22. Conduct Toolbox Talks (TBT) every morning before starting work.
23. Adhere to road safety regulations, including speed limits when operating company vehicles.
24. Perform any other duties as assigned from time to time.

Qualifications
Certificate, Diploma, or Degree in Electrical Engineering, Telecommunications, or a related field.

Experience

1–2 years of relevant experience in fiber optics or ISP service delivery.

Additional Requirements

A valid Driver’s License (DL) is an added advantage.
Regions of more interest: Kisii and Kisumu

Compensation

The best candidate will be offered a monthly salary of KES 18,000 – KES 30,000 depending on qualifications and experience.

How to apply – (indicate Job Title on email subject – Sales Associates)

If you believe you are suitable and are interested apply right away by sending an updated
detailed CV to info@hubken.co.ke, , by Thursday 16th April 2026.

Note: First Come first served

Hubken is an equal provider of employment opportunities.