Field Technician

Purpose

Job Description:

Responsible for performing skilled technical work, providing technical support for client organizations, performing installations and services for residential and commercial customers. Ensure high-quality execution of telecom and broadband services including internet, video, voice, and alarm systems.

• Install and maintain telecom and broadband services from street to home, including internet, video, voice, and alarm systems.
• Perform quality checks of the work executed to ensure installations meet client standards.
• Adhere to safety protocols and use proper personal protective equipment (PPE).
• Troubleshoot and resolve technical issues for customers.
• Maintain accurate records of work performed and equipment, consumables used.
• Operate company vehicles safely and efficiently.
• Communicate effectively with customers, explaining services and addressing concerns.
• Stay updated on new technologies, installation techniques, client products and features.
• Educate customers on self-help options and product features.
• Identify and pursue opportunities for additional services or upgrades.

Bachelor’s degree in human resources, Business Administration, or related field, PHR or SHRM-CP certification preferred.

• 3–5 years of experience in Human Resources, including at least 1 year in a lead or supervisory role
• Strong working knowledge of employment law, compliance, and employee relations best practices
• Experience supporting field operations or multi-location teams preferred.

• Operational efficiency and productivity metrics (On Time Arrival, Job Completion Rate, Technician NPS (TNPS), First time right (FTR), Home Health Check (HHC), Meter Usage, Repeat Service Calls, Quality Control Pass Rate, etc)
• Customer satisfaction scores, Net Promoter Score (NPS)
• Safety compliance records

• Familiarity with various telecom and broadband technologies, tools and equipment
• Knowledge of safety procedures and regulations
• Understanding of customer service principles, practices.

• Technical aptitude and willingness to continuously learn new technologies.
• Customer service orientation with the ability to communicate effectively.
• Strong interpersonal and leadership skills.
• Attention to detail and ability to manage multiple priorities.
• Clear and consistent communication with both staff and leadership.

• Manual dexterity for extended use of computers, phones, and digital tools
• Visual and hearing acuity for communications and presentations
• Ability to travel to field offices, attend meetings, and lead in-person trainings
• Occasionally lifting documents or equipment up to 10 lbs
• Mobility for office navigation and business site visits

We provide paid training for all new technicians. Training generally takes 6–8 weeks for those new to the role and may be shorter for experienced candidates. Training pay is $12.00/hour. After training, technicians could typically earn more depending on their performance.

ITG is an equal employment opportunity employer. ITG’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. ITG also prohibits harassment of applicants or employees based on any of these protected categories.

It is also ITG’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.