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【寬頻拉線員地獄辛酸史】安裝員工作簡介 : 潤滑劑不離手  一句謝謝已讓我心滿意足 (Broadband Installer)......!

13/5/2015

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[雅虎新聞] 「各位大哥大姐,你們公司之所以有網上、有電話,其實背後是由一群微不足道的拉線師傅,不知花了多少血汗才替你們完成拉線工師,所以別一副「收了錢就是活該」的態度吧!多一點尊重,一句謝謝已令我們心滿意足。」
以上對話是由一名入行已四年的張「師傅」向我們報料時的引言;寬頻師傅泛指一班不辭勞苦,每日奔走各大廈機房與處所之間接駁網絡入客戶辦公室/住處的技術員,這行業與我們的網絡連線息息相關。每次見到師傅來都是因為有問題需要解決,所以大家都有一種少見為妙的心態,亦對他們既熟悉又陌生,以下內容乃真實訪問故事,入行已四年的張「師傅」將行業地獄辛酸史娓娓道來。

入行經過

張師傅從前是入職維修部的,所謂維修並不是甚麼技術型工種,在某些 ISP 之中,其實際工作只是機房的清潔工,每日的工作就是到各區大廈,每層樓的機房進行定期清潔,作簡單檢查。每日開工就是帶著吸塵機四處走,與入屋安裝的技術員不同,無須面對客戶,所以無須穿著制服。「當初每日工作,唯一工具就是吸塵機同一枝筆。工作算是輕鬆,而且通常可以提早收工,自由自在。」

最記得一次來到一個豪宅屋苑,由於沒有制服,而管理員由於從未見過拿著吸塵機的維修員,故不讓其進入,事件擾攘了久久也未解決,就是因為張師傅本身所屬的部門名稱是維修部,那拿著吸塵機的確於理不合;而公司面對保安員的查詢,那當然是堅稱派了維修員前來,不過拿著吸塵機而且沒有制服,要別人相信的確十分困難。。這事件讓他發現香港人有趣之處,對事物理解方式只從固有角度去思考,眼光狹窄令自身失去學習能力,誰都知一部手機、一部 Laptop 有塵便需都要除塵清理,更何況機房所有機器及裝置,吸塵就是日常維修的一種。看著 90 後的小師傅,突然道出如此玄妙奧義。

邊做邊學 師傅唔易做

做了「清潔工」一段日子,便有人問他有冇沒興趣做寬頻師傅,就這樣便正式入行了。中學畢業,沒有受過相關訓練愐輕易的技術轉型。初時只負責「換卡」,即是更換機器的電路板,後來跟著同事,一隊人出去執行工作。所有技能都是邊做邊學,很快就可以上手;而當中最困難的就是找 port 位,因為太多機房,位置有時標明得不太清晰,例如 15 樓的線可能要在其他樓層接駁,所以這一點要靠經驗。通常新手不斷碰釘,可能跑了一天都做不到的 order,有經驗的上司可能半小時就完成。

「對比起清潔,做師傅收工時間變得不穩定,曾經試過做測試做到凌晨三時。」雖然對比傳媒,一次半次三時收工其實不算甚麼,但要帶著一大箱工具逐層大廈檢查,這辛酸外人難以明白。

上門駁線要落潤滑劑 KY

香港大廈千奇百怪,做寬頻師傅可謂見過不少,而且常人沒法進入的機房又是怎樣的呢?師傅輕描淡寫地說「好污糟」,再明確一點的說,機房是昆蟲理想藏身點,因為機器間的狹窄縫隙,而且無一例外,每當要拉線時,一開蓋會有數以百計的蚊滋由管道一湧而出,而且蟑螂也是機房常客。

這些埸面習慣了便沒有問題,拉線最大問題是喉管空間不足,商業大廈大多數預留足夠空間拉線,最辛苦是舊式住宅,張師傅印象最深刻的是香港仔華富邨,說它是香港最難穿線的屋村也不過份,又臭又污糟,所以很多時師傅們會有一支潤滑劑隨身,減低磨擦力,而光纖線由於太幼易斷,很多時中間斷了也不知,到測試時才發現便要重頭再拉線。

遇上最麻煩的客

很多師傅都有吸煙習慣,筆者發現張師傅抽煙速度奇快,近呼一分鐘一支,原來也是工作中習得的技能,因為客戶家中一定不能抽,故多於後樓梯,為免被管理員發現所以都習慣了這速度,迅速止一止煙隱。而遇過的客戶中,麻煩客戶總會有,大部份客户都不懂得 IT,故師傅說甚麼都未有被質疑,但總有一班有些少網絡知識的人會挑戰其專業,例如會去一些測試網站測網速(這個嘛,小編是其中之一),但專業的師傅見慣不怪,通常都是出去抽一支煙扮作檢查,然後訛稱已問過服務台,網絡良好沒有問題,可能其他原因令速度受影響。作為前線人員,客戶滿意是重要的,師傅說小費是其重要收入來源,通常佔月薪兩至三成。

看過張師傅的工作過程後,希望大家更能體諒一下拉線員的辛酸;IT 這些事情有時候使用簡單,然而部署過程卻是你想像不到的複雜,所以下次見到拉線師傅,不妨請他們飲下可樂,以禮待之,別再一副「收了錢就是活該」的態度。














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