Field Support Engineer

Job Purpose: Support safe and efficient operations and maintenance of tower sites by ensuring uptime, energy optimization, site quality, and compliance with operational and safety processes. Coordinate with customers, landlords, and field teams to resolve site issues, maintain access, and enable uninterrupted telecom operations.

Principal Accountabilities:

I. Environment, Safety and Health Compliance:

1.Comply with site hygiene standards as per organizational requirements.
2.Adhere to all applicable standard operating procedures during site operations.
3.Ensure installation and use of correctly rated equipment at sites.
4.Ensure use of Personal Protective Equipment (PPE) by self and technicians for all activities.
5.Support regular environment, safety and health training and ensure safe practices are consistently followed at tower sites.
6.Ensure issuance and usage of Permit-to-Work (PTW) for every activity conducted at the site.

II. Customer Management:
1.Provide support for outage escalations raised by Operating Companies (OPCOs).
2.Support tenant teams in securing site access whenever required.
3.Maintain strong customer relationships through responsive communication and issue resolution.
4.Supervise site upgrades as per specifications and support Ready-For-Service (RFS) related activities.

III. Site Quality & Process Compliance:

1.Maintain high site quality, including proper cabling, correct temperature settings, correct configurations, and sites operating in Auto mode.
2.Identify gaps against specifications and ensure timely corrective actions.
3.Conduct periodic audits to ensure civil, tower, electrical, and other infrastructure elements remain in optimal condition.
4.Ensure zero non-compliance with quality and operational processes.
5.Check compliance of technicians, partners, and spares, including adherence to ethical guidelines.

IV. Uptime:

1.Drive uptime performance for all customers and maintain infrastructure uptime as per key performance indicators.
2.Perform root cause analysis of outages and implement corrective actions to prevent recurrence.
3.Maintain 100% site automation and alarm integration with the Network Operations Centre (NOC), including correction of alarms and metering at sites.
4.Maintain 100% compliance on preventive maintenance (PM) and corrective maintenance (CMTT).
5.Perform site visits and ensure closure of punch points.
6.Use organizational digital platforms to monitor, control, and manage tower sites remotely.

V. Energy Management:

1.Identify high diesel consumption sites and recommend corrective measures.
2.Minimize energy backup-related faults through monitoring and coordination.
3.Facilitate the conversion of non-energy back up sites to energy backup-connected sites.
4.Comply with Data Centre Energy Management (DCEM) guidelines and ensure adherence to Diesel Generator (DG) running hours.
5.Utilize alternate energy sources and support energy optimization projects driven by circles and zones.
6.Visit energy-variance sites and ensure replacement of consumables to maintain hygiene, safety, and smooth site operations.

VI. Team Management:

1.Evaluate technician performance and provide structured feedback.
2.Identify training needs of technicians and plan development interventions.
3.Manage site allocation and oversee discipline and conduct of technicians.

VII. Landlord Management:

1.Comply with site access processes to ensure seamless operations.
2.Maintain strong landlord engagement to ensure 247 access and support upgrades, planned events, installations, and other operational activities.
3.Resolve hygiene-related trouble tickets promptly to ensure landlord satisfaction.