Service Operations Install Engineer in Newport, Wales

Who are we? Ogi is on a mission to power up life online for homes, businesses and communities across South Wales, installing real fibre right up to your doorstep. We’ve been operating as Spectrum Internet and Net Support UK for many years, providing mainstream internet and IT services. In October 2020, we secured landmark multi-million‑pound funding to deliver a large‑scale and ambitious rollout of full fibre broadband across South Wales. We believe that joining Ogi is a unique opportunity to work within an innovative Welsh business and one of the fastest‑growing companies in Wales. Until now, the pace of levelling up Wales’s broadband infrastructure has been too slow – so we plan to speed things up. This is a unique opportunity to join an innovative company in a fast‑growing sector and help our talented team build a leading Welsh tech business – one that will make a crucial difference to the people and places we serve.

What we are looking for: A self‑driven and experienced individual to provide fibre installation services within the customer premises, providing a best in class quality of service for our residential and business customers. This is a key role as it supports our vision to provide a customer‑focused experience by delivering quality, professional, friendly and personable service. The successful candidate must be Health & Safety conscious and have keen attention to detail.

Main Responsibilities:

• Installing fibre in customer business and residential premises. This is a multidisciplinary role that includes delivery of all standard install types (PIA and Ogi Own Network). This includes end to end delivery PIA underground, PIA overhead and Fresh Dig installations.
• Conducting Pre Install Survey Visits, 1st line fault as required by business need and pre‑pull activities and provide suitable thorough notes for the installation.
• Maintaining high level HSE and Quality output while delivering expected productivity objectives.
• Liaising by phone/remotely with the installations field support lead and managers and the Escalations Team to ensure as much care as possible is given to our objective to connect the customer first time, every time.
• Accurate and timely reporting of reasons for installation delays.
• Working with the Installations Managers to identify solutions to challenging installations and advising customers of solutions.
• Acting as the Ogi Ambassador and face of Ogi, ensuring best in class customer feedback received.
• Responding to installation related faults and having a good understanding of basic fibre principles, fault‑finding practices and in‑home wifi and device connection troubleshooting.
• Supporting the pre‑enablement team by completing pre‑pulls as directed by your manager.
• Understanding of all Ogi policies as they relate to the performance of your duties, including daily checks of vehicles, tools, equipment and PPE before leaving the depot.
• Ensuring installation works comply with company instructions and relevant standards.
• Completing individual QA on every job and ensuring delivered to the highest standards.
• Undertaking all job‑specific risk assessments and method statements.
• Reporting health & Safety incidents and ‘Near Misses.’
• Understanding how to use Dynamics field services for the management of your workflows.
• Following process around timely and accurate job status updates and the full and accurate completion of job pack notes and service tasks.
• Attending fortnightly team meetings – or as required – by the Team Manager and/or the Director of Network Operations & Service Operations.
• Responsible for stock management/reordering – maintaining levels in line with warehouse policy and agreed procedures.