Technician, Customer and Network Facing

Responsibilities

• Install, maintain, disconnect, and troubleshoot television, high-speed internet, telephony, and automation systems for residential and business clients.
• Performs 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.
• Regularly test all HFC network components using test equipment including: signal level meters, volt‑ohm meters, leakage detector, Time Domain Reflectometer (TDR), and Optical Time Domain Reflectometer (OTDR).
• 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).
• Work alongside Headend personnel to properly OTDR any damaged fiber.
• 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.
• Maintain company truck and other equipment per service requirements and safety guidelines.
• 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.
• Comply with all safety procedures and policies.

• Minimum Demonstrated proficiency in Core Technician skillsets.
• Valid state driver’s license and a good driving record within Company required standards.
• Certifications and licenses, as required by state and municipal laws.
• Successfully meet (and maintain) 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.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Communicates professionally and effectively with customers, vendors, and employees.
• Ability to apply concepts of basic mathematics, algebra, and geometry.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to accurately measure distances, using tapes or other measuring devices.
• Ability to carry, climb, and operate extension ladders up to and including 32’ high and up to 75 pounds.
• Ability to Operate Aerial Lift Equipment rated with a 350lb maximum total load capacity.
• Ability to differentiate between different sizes and colors of wires.
• A…