Technician, Customer and Network Facing

Summary

Under general supervision, the Customer and Network Facing Technician is a universal technician that is responsible for performing field installation and service work, troubleshooting, repair and maintenance of cable television, internet, and telephony systems. This role supports the growth of the system by ensuring the quality performance of technical services, installation setup, testing, and maintenance of all current and future products and services over Hybrid Fiber Coax (HFC) and Fiber to the Home (FTTH) networks.

The incumbent ensures the quality of services provided to end-users meets or exceeds established industry and company performance standards and complies with FCC requirements and protocol.

• 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.
• 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.
• Assist on projects such as Remote Phy, 5‑85MHz, 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.

• Integrity:
  Tactful, maintains confidence, fosters an ethical work environment, prevents inappropriate behaviors by coworkers.
• Initiative:
  Brings about great results from ordinary circumstances; prepares for problems or opportunities in advance; transforms leads or ideas into productive business outcomes; undertakes additional responsibilities and responds to situations as they arise without supervision.
• Planning, Prioritizing, and Goal Setting:
  Prepares for emerging customer needs; manages multiple projects; determines project urgency; uses goals to guide actions and creates detailed action plans.
• Communication:
  Clearly conveys information through a variety of media (verbal, written, e‑mail, v‑mail, etc.) in a way that engages the audience and helps them understand and remember the message; listens well.
• Self‑Development and Continuous Learning:
  Stays informed of current industry trends; actively identifies…