Customer Support Technician (Fibre to Home) at Mybest Ltd

Customer Support Technician (Fibre to Home) at Mybest Ltd – Mybest Ltd Kenya Job Details

About the Role

Mybest Ltd, a growing Internet Service Provider, is recruiting a Customer Support Technician (Fibre to Home) to join its technical operations team in Kenya. This is a full-time position for a technically skilled professional who can handle fibre network installations, diagnose connectivity faults, and coordinate with field teams to deliver reliable internet services to residential and business customers.

The successful candidate will combine hands-on technical expertise with customer service proficiency. You’ll be responsible for deploying fibre-to-home solutions, maintaining network infrastructure, resolving service issues, and ensuring customers receive timely technical support. This role requires someone who can work independently on assignments while also guiding and supervising junior technicians on larger projects.

Key Responsibilities

• Install, maintain, and support fibre-to-home (FTTH) and business internet connections to customer premises.
• Diagnose and resolve internet connectivity problems, router malfunctions, wireless device issues, fibre link faults, and broader network concerns.
• Monitor signal quality, network performance metrics, and connection stability to guarantee customers receive the service they expect.
• Identify root causes of faults and restore network outages within agreed response timeframes.
• Perform ongoing maintenance of fibre and wireless infrastructure, including cabling, pole-mounted equipment, routers, switches, and access points.
• Conduct site assessments and technical surveys for planned new installations.
• Configure networking hardware and deliver technical guidance to end users.
• Address customer technical complaints professionally and complete resolutions efficiently.
• Coordinate field activities, supervise junior technicians, and ensure installation work meets company standards and procedures.
• Prepare technical fault reports and escalate unresolved issues to senior management.

Requirements & Qualifications

• Diploma or Certificate in Telecommunications, Information Technology, Electrical Engineering, or a closely related discipline.
• Documented experience in a similar Customer Support Technician role at an ISP or fibre internet provider.
• Practical experience with FTTH installations, wireless network setup, signal troubleshooting, and providing technical customer support.
• Experience maintaining ISP network infrastructure and responding to network faults.
• Ability to oversee, coordinate, and mentor technical field teams.
• Demonstrated troubleshooting capability and clear written and verbal communication skills.
• Capacity to work with minimal supervision and manage field-based work assignments independently.
• Valid driving or riding licence is desirable.
• Prior experience working alongside installation contractors or large-scale ISP technical teams is an asset.

What to Expect

• A customer-focused work environment where technical problem-solving and reliable service delivery are valued.
• Hands-on field work combined with technical decision-making and team leadership responsibilities.
• This Customer Support Technician (Fibre to Home) at Mybest Ltd position in Kenya is open to qualified candidates. Click Apply below to submit your application.

Method of Application

Interested and qualified candidates should forward their CV to: [email protected] using the position as subject of email.