Residential Installation & Service Technician

Job Summary

Responsible for broadband installation and troubleshooting activities for voice, video and data services. Completes field assessments, meets/exceeds company standards/metrics and completes necessary certifications and education for current role and for consideration for advancement to the next level. Functions in an entry‑level position, with an increasing degree of proficiency and decreasing degree of onsite‑supervision to complete installation and troubleshooting activities. Continued employment is contingent upon achieving required training, certifications and safety requirements.

Works on straight‑forward tasks using established procedures.

Base Pay: $22.00 per hour, plus quarterly bonuses and paid training. Comprehensive benefits are effective on Day 1 and include health, dental, and vision coverage, paid time off, company‑observed holidays, and discounted cable services.

• Performs installations and changes of service, while adhering to company procedures and safe work practices, National Electric Code (NEC), National Electric Safety Code (NESC), and local ordinances to provide (or remove) services to the customer. Completes all customer interactions as required.
• Performs service calls; troubleshoots the drop from the tap to the customer’s equipment; assesses and designs basic home networks using appropriate technology and based on customer needs, using coaxial cable, Ethernet, Wi‑Fi networks, and multimedia over coax alliance (MoCA).
• Completes associated record keeping in a timely manner to ensure all details of the work are recorded for entry in the customer’s account.
• Determines acceptability of service by reviewing and confirming quality of service based on results of applicable tests and adjusts or fixes service to provide the best possible service for the customer.
• In support of Wi‑Fi installation and trouble calls, determines appropriate placement of devices and design of Wi‑Fi network in the home, taking into consideration Wi‑Fi channels, co‑channel interference, and channel utilization. Determines appropriate use of device options and provides advanced customer education to set appropriate expectations.
• Communicates, engages, and provides customer education on products and services, which may include materials regarding channel line‑up, applications, use of services and equipment, consumer devices and company policies as they relate to the customer.
• Cleans, maintains, and stocks vehicle and equipment to be prepared to perform required duties. Reports need for vehicle repair or service when required and/or prescribed. Reports any accidents, losses, injuries, or property damage to supervisor and customer when appropriate.
• Reconciles with warehouse regarding issued CPE (customer premise equipment).
• Properly operates and maintains installation tools, technology, and equipment, such as hand tools, light power tools, meters, or ladders.
• Demonstrates the ability to navigate digital tools, including work order management and digital diagnostics.
• Obtains and maintains appropriate licensing and/or background checks based on federal, state, or municipal requirements where applicable.
• Uses sound judgment in decision‑making, problem‑solving, project management, and readily accepts ownership of personal decisions, behavior, and/or actions regardless of the outcome, to perform installation and service of products.
• Performs jobs from high places (on poles and roofs) including climbing poles with proper equipment (safety belt, strap, climbers, ladders) and bucket trucks (e.g., 18 to 26 feet), as determined by the system’s requirements.
• Manipulates objects such as pens, keyboard, mouse, connectors, fasteners, wire, and uses hand tools.
• Lifts and carries loads of 70 lbs. or more; works in confined spaces such as crawl spaces or attics; works while standing 50–70% of the time and performs work near power lines and electricity. Works in areas with exposure to moderate noise levels.
• Works within manufacturer’s rated weight capacity for all equipment, including but not limited to ladders and aerial lifts.
• Drives company vehicle safely and responsibly during scheduled work…