On-Site Support Specialist; Upper West Side

Residential support at Connect NYC arrives by email, and business support by phone. Most problems end there. The ones that do not need a person in the building: a router in the wrong place, a cable pinched behind a radiator, Wi-Fi that dies in the back bedroom, a reading at the rooftop radio that says the fault is not in the apartment  are that person.

This is light engineering, not an install job: you carry a small kit, you read the numbers, you fix what can be fixed on the spot, and you write down exactly what you found for the engineer or technician who takes it from there.

• Visit customers' apartments on the Upper West Side to troubleshoot slow speeds, dropouts, Wi-Fi coverage, and router problems.
• Test the line from the router back to the building's radio, and say which side of the wall the fault is on.
• Swap or reposition routers, repair or re-terminate in-apartment cabling, and improve Wi-Fi placement.
• Take signal readings at the rooftop radio when the numbers point there, and hand a clear case to network engineering when the link itself is the problem.
• Walk the customer through what was wrong and what you changed, in plain language, before you leave.
• Write up every visit: symptom, tests, cause, fix, and anything still open.
• Pick up equipment in Jericho and return what came out of the field, tagged.

• Home network basics you can prove on the spot:
  Wi-Fi, routers, wired tests, speed tests, cabling.
• Comfortable on a roof or a ladder for a signal reading, and on stairs in walk-ups all day.
• Explain a technical problem to someone who is not technical, without talking down to them.
• Work alone, decide what to check next, and know when to stop and escape.
• Treat an occupied apartment like someone's home and leave it the way you found it.
• Write short, accurate notes that an engineer can act on without calling you.

• Most visits end with the customer online and the cause named, not with a second appointment.
• Engineering gets cases with the apartment already ruled in or out, so nobody repeats your work.
• Customers ask for you by name because you fixed it and explained it.
• Your notes make the next visit to that building faster for whoever takes it.

Full-time or part-time, weekdays with some evening appointments and some Saturdays, set in advance. Overtime is paid after 40 hours in a week.