Job Purpose

We are looking for a motivated Engineer – Customer Complaint Analysis & Solution Implementation to strengthen our Access Network Operations team. This role is responsible for in-depth technical analysis of customer complaints, identifying root causes, and implementing timely, effective network solutions to enhance coverage, capacity, and overall Quality of Service (QoS) across 2G, 4G, and 5G networks.

The Job

• Analyse access network–related customer complaints and provide expert-level technical solutions within assigned region or regions.
• Conduct customer premise visits, field investigations, and drive testing (VIP analysis, application testing, routing analysis) as required.
• Analysis to identify and proactively resolve service and quality issues impacting customer experience.
• Plan and implement cost-effective engineering solutions, ensuring optimal use of network resources.
• Coordinate closely with Network Planning, Network Operations, Customer Field Support teams, and external vendors to deliver end-to-end solutions.
• Perform service verification on delivered solutions and close-loop communication with customers to confirm resolution.
• Assist with coverage and capacity planning by providing insights based on customer complaint trends and statistics.
• Support Access Network Quality Assurance initiatives, network optimization activities, and feature trials.
• Monitor network KPIs and contribute to achieving divisional SLAs with high quality standards.
• Able to study and identify automated complaint handling process for moving from manual interventions to Agent assisted to reduce analysis time and delivering timely resolution.

The Person

• BSc in Engineering (Electronics, Telecommunications, Electrical & Electronics, or Computer Engineering) from a recognized university accredited by IESL.
• BTech / AMIE (SL) or equivalent qualification.
• NVQ Level 5 / IVQ Level 5 or equivalent diploma (HNDE, NDT, NDES, City & Guilds Advanced Diploma, etc.).

• 0–2 years of relevant experience for degree holders.
• Minimum 6 years of relevant experience for diploma/NVQ holders.
• Experience in access network operations, customer complaint handling, or network optimization is an advantage.

• Strong understanding of access network technologies and operations.
• Knowledge of radio network planning and optimization fundamentals.
• Familiarity with network monitoring and OMC tools (e.g., Huawei, Ericsson, Small Cell).
• Ability to analyse data, trends, and KPIs related to customer experience.
• Proficiency in MS Office and analytics tools (Excel, PowerPoint, BI/Tableau preferred).
• Strong problem-solving, coordination, and communication skills.
• Customer-focused mindset with the ability to work across cross-functional teams.