Technician, Customer and Network Facing

About the role

Customer and Network Facing Technician
Hours: Tuesday-Saturday

Responsibilities

• Install, maintain, disconnect, and troubleshoot television, high-speed internet, telephony, and automation systems for residential and business clients.
• Perform preventative maintenance and repair of the HFC and FTTH networks, including all associated equipment, in accordance with company engineering standards.
• Read and accurately interpret system/network design maps.
• Install and replace HFC physical plant network components such as coax, actives, passives, grounding systems, pedestals, riser guards, conduit, etc., according to technical specifications.
• Identify and repair upstream and downstream ingress.
• Complete end-of-line network testing to meet technical specifications.
• Perform routine maintenance, troubleshoot, and update records of standby power supplies according to technical specifications.
• Troubleshoot and repair basic distribution problems associated with RF, AC, and DC elements of the forward and reverse plant.
• Restore system service outages.
• Perform CLI rideouts and monitor and repair signal leakages.
• Maintain tools and equipment inventory.
• Accurately complete work orders in a timely manner.
• Maintain, secure, and stock assigned vehicle and equipment.
• Ensure productivity is being tracked through company applications (e.g., NRBY, WFX, Stratusync, iGlass).
• Properly assist on projects such as Remote Phy, 5-85 Mhz, Node activation, E2E testing on new properties, etc.
• Prepare for daily work assignments by requisitioning equipment and supplies from the warehouse and stocking the vehicle as needed.
• Drive a company vehicle between office/home, warehouse, and work sites in a safe and courteous manner, and in accordance with all laws and company policies.
• Communicate with dispatch (via WFX, phone, etc.) for assistance, status on current installs, or new service requests.
• Consult with supervisor and other technicians for advice and assistance as needed.
• Interact with customers in a professional, courteous manner, including when responding to escalations and repeated customer concerns.
• Educate customers regarding their existing and new services and promote other company services.

Qualifications

• Demonstrated proficiency in Core Technician skillsets.
• Valid state driver’s license and a good driving record within Company required standards.
• Successful completion of additional background check requirements for specialized projects/services.
• 3 years or more of work experience in a comparable field (e.g., related hands-on trade role) or a one-year certificate from college or technical school; or equivalent combination of education and experience.
• Minimum of one year of direct customer service experience.
• PC and Windows software skills.
• Able to work required shifts and overtime (if necessary), including regularly scheduled days as well as unscheduled days and beyond regular work hours (including on-call rotation) due to customer or operational demands.
• Able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Able to write routine reports and correspondence.
• Able to communicate professionally and effectively with customers, vendors, and employees.
• Able to apply concepts of basic mathematics, algebra, and geometry.
• Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Able to accurately measure distances, using tapes or other measuring devices.
• Able to adhere to Local, Federal regulations and Company policies.
• Able to carry, climb, and operate extension ladders up to and including 32’ high and up to 75 pounds.
• Able to operate aerial lift equipment rated with a 350lb maximum total load capacity.
• Able to differentiate between different sizes and colors of wires.
• Able to drive company vehicles in a safe and responsible manner.
• Able to make cable connections in tight spaces by bending, reaching, twisting.
• Able to operate appropriate computer or test equipment associated with position.
• Able to prioritize and organize effectively.
• Able to carry and use a variety of hand tools, power tools and equipment.
• Able to frequently bend, stoop, and crawl.
• Able to sit and climb ladders/stairs; performs fine motor and pinching movements, and pivots with feet and bends, twists, and laterally flexes back & reaches at overhead shoulder, knee, and floor levels, stoops, squats, crouches, kneels, and crawls and press foot pedals.
• Able to stand and walk & push/pull with arms and grasps with hands & reaches at waist.
• Able to climb ladders and/or utility poles and work in high places including roofs.
• Able to work in small / confined spaces (such as crawl spaces and attics) to tolerate typical residential and commercial controlled work environments as well as uncontrolled weather-related heat and cold for extended periods of time.
• Able to work outdoors and in extreme weather conditions and varying topographic, wet and dry locations.
• Able to travel as business needs dictate.
• Spanish proficiency is desirable in some locations.