Customer Installs Engineer

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G.Network Communications

Customer Installs Engineer

Full-Time On-site

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Role Purpose:

The Customer Service Engineer delivers safe, right-first-time full-fibre installations and restores customer services across G.Network's FTTP estate. The role combines the core disciplines previously undertaken by installation and repair engineers, creating a consistent customer engineering role with clear technical specialisms. Engineers normally hold a primary specialism in Installation or Repair and Service Recovery, with the opportunity to develop the adjacent specialism through approved training, supervised practice and assessment.

Role Purpose:

Interfaces:

Executive and Senior Leadership Teams
Customers, landlords and property representatives
Planning, Dispatch, Customer Connections and Customer Service
Project Managers and Operational Teams
Network Operations and the Network Operations Centre
HSEQ specialists and training teams
Subcontractors, regulators and local council officials
Property developers and landlords

Accountabilities:

Safety and compliance

Safe system of work: Apply G.Network HSEQ requirements, RAMS, point-of-work risk assessments and approved procedures on every task.
Hazard control: Identify hazards, concealed services, access restrictions and fire-stopping requirements before intrusive work begins.
Standards: Maintain current role-relevant certification and stop work where the activity is outside personal competence or authorisation.

Customer champion

Professional service: Protect customer property, explain the work clearly and leave a positive lasting impression.
Appointment ownership: Identify risks to delivery or restoration early, communicate changes promptly and support effective service recovery.

Technical quality and delivery

Right-first-time delivery: Complete work to survey, design and standard operating procedure requirements, with accurate testing and records.
Continuous improvement: Identify recurring defects, recommend preventative action and contribute practical ideas that improve safety, quality and efficiency.
Technical leadership: Support less experienced colleagues through coaching, constructive feedback and good professional example.

Job Responsibilities

Core responsibilities:

Interpret survey packs, SLDs, fibre plans, risk assessments, method statements and work instructions before starting work.
Install, terminate, splice, test, diagnose and repair fibre cables, systems and customer equipment within assessed competence.
Maintain accurate job, test, fault, asset and system-design records using G.Network applications and interfaces.
Maintain tools, test equipment, materials and the company vehicle in a safe, serviceable condition.
Carry out and return fibre surveys where required and provide clear technical feedback to planning and operational teams.

Installation specialism.

Deliver residential and business customer connections to the approved survey and product specification.
Route, install, terminate and commission fibre and associated customer equipment, including PON and active Ethernet services where trained.
Complete drilling, access, sealing and fire-stopping activities safely and to the required finish where authorised.
Resolve installation blockers, raise design changes and ensure the completed service is tested and demonstrated to the customer.

Repair and service-recovery specialism

Diagnose and locate fibre, equipment and connectivity faults using iOLM, OTDR and other approved diagnostic tools.
Repair, re-splice, replace or reconfigure components within competence to restore service safely and efficiently.
Conduct root-cause analysis on recurring faults and record preventative recommendations.
Provide clear updates during outages and support prioritised recovery for affected customers.

Development and cross-skilling:

Capability development: Build competence in adjacent activities through approved training, supervised practice and formal assessment.
Authorised working: Undertake technical activities only where current competence, certification and company authorisation have been confirmed.
Knowledge sharing: Share lessons learned, support peer development and contribute to consistent standards across field engineering.

Qualifications, personal, personal qualities and experience:

Essential qualifications and experience

Full UK manual driving licence held for at least 12 months, with no more than six points.
Good standard of Maths and English.
Strong knowledge of FTTP/FTTC products, fibre build activities, PON and active Ethernet technologies.
Practical fibre-splicing, fusion-splicer, iOLM and OTDR experience appropriate to the assigned specialism.
Ability to read and interpret SLDs, construction drawings, survey packs and fibre maps. Customer-premises experience, sound problem-solving skills and competence using standard field and Microsoft applications.
Role-relevant certifications
PIA SA002 Underground Safety and PIA SA051C ladder safety, where required by the assigned work.
NRSWA Unit 2, Fire-Stopping Installation, Asbestos Awareness and Emergency First Aid. Appropriate EUSR or CSCS accreditation.

Personal qualities

Safety-led, customer-focused and committed to high-quality workmanship.
Calm and methodical when diagnosing faults or managing service disruption.
Organised, dependable and able to prioritise effectively in a busy field environment.
Open to learning, coaching and developing capability across customer engineering activities.

Beneficial qualifications or experience:

Experience with a fibre carrier such as Openreach or Virgin Media.
CNCI Fibre, COPT, City & Guilds or comparable fibre installation qualification.
PIA S6/S7, Working at Height and advanced fibre-testing accreditation.

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