Network Field Engineer (Residential Troubleshooting)
Role Overview:
As an Associate, Technical Field Engineer (Residential Troubleshooting) at ViewQwest, you will be a key on-site technical expert responsible for diagnosing, resolving, and restoring fiber, broadband, and home network services at customer premises.
You will apply strong troubleshooting and analytical skills to deliver first-time-right solutions, minimize downtime, and ensure a high-quality customer experience. This field-based role suits technically strong, customer-focused individuals who enjoy hands-on problem-solving and working directly with customers.
Key Responsibilities:
Residential Fault Resolution
Diagnose and resolve fibre, broadband, and Wi-Fi issues at customer premises
Identify and fix problems related to ONT, routers, cabling, signal loss, and network performance
Perform structured testing to confirm full service recovery before leaving the site
First-Time-Right Service Delivery
Isolate root causes quickly and apply permanent fixes
Minimize repeat visits by completing proper validation and testing
Ensure service quality meets ViewQwest standards before closing jobs
Wi-Fi & Home Network Performance
Assess Wi-Fi coverage, speed, and stability
Identify interference, weak signal areas, and performance risks
Recommend practical improvements such as router placement, mesh, or cabling solutions (Professional home consultation)
Customer Communication & Product Recommendation
Explain issues and solutions clearly to customers
Set realistic expectations and ensure customers understand the outcome of the visit
Maintain a professional, calm, and customer-friendly approach
Support sales activities by identifying opportunities to upsell products and value-added services based on customer needs.
Tools, Evidence & Reporting
Use approved diagnostic tools for testing and verification
Capture photo evidence, test results, and job notes
Update all work records accurately in ViewQwest systems
Shift & Coverage Support
Support weekday, evening, and weekend troubleshooting under a rotational shift model
Respond to urgent and priority fault cases when required
Work Schedule:
Morning Shift: 9:00 AM – 6:00 PM
Afternoon Shift: 12:00 PM – 9:00 PM
7-day rotational coverage including weekends and public holidays
Requirements:
Diploma or higher in Telecommunications, IT, Electronics, Networking, or related field
2–3 years’ experience in residential broadband, fibre, or network troubleshooting preferred
Strong hands-on skills in:
ONT and router diagnostics
Fibre and in-home cabling
Wi-Fi troubleshooting
Good communication and customer handling skills
Able to work independently in the field and as part of a rotating team
License & Mobility
Valid Class 3 or motorcycle driving license
Willing to travel island-wide for on-site support