Under minimal supervision, perform basic to complex installation, troubleshooting & repair of video, internet, phone services from tap to CPE or other demark locations for residential fiber & small to medium commercial customers. Test & repair network hardware for commercial customer services, as well as internal services within Charter Facilities. Provide exceptional service to customers as well as their technical reps, ensuring that Charter services interface as expected with business systems. Coordinate with customer site management for physical site surveys and conduct surveys on as needed basis. Complete Home Security survey, install and service Home Security services and equipment.
MAJOR DUTIES & RESPONSIBILITIES
Perform basic to complex installation of & troubleshoot/repair coax based phone, internet or video services in a residential and commercial environment (small to medium businesses) from the tap to the connection of CPE; including but not limited to, all necessary wiring of both interior & exterior associated equipment in the forward & return signal path of the customer premise network.
Survey, install, & maintain Wi-Fi Network products to include routers, gateway servers, Ethernet switches & wireless access points & other components within HFC-based customers.
Interact with business customers & their reps, demonstrating an understanding of & regard for the unique priorities of business clients. Work with customer technical support personnel to diagnose & correct service related issues.
Respond to equipment failures, trouble shoot & repair equipment while providing the customer with productive communications regarding repair process.
Recognize and escalate to a supervisor persistent service problems or other observed factors that could impact the ongoing relationship between Charter & a business customer.
Educate customer on proper use of services & equipment, as well as the availability of online help options.
Perform all work as necessary to conform to quality, security & safety control guidelines (includes compliance with requirements outlined in applicable regulations such as OSHA and FCC & following procedures as outlined in the CPNIQ, TQA, NEC, NESC, other Installation, Technical Operations, Safety Manuals & Employee Handbook).
Adhere to TQA standards in accordance to company policy.
Follow security procedures to prevent any unauthorized services.
Assist in providing mentoring to non-commercial focused members of the Technical Operations teams.
Utilize and demonstrate proficiency with tasks, tools, test equipment & information that will enhance business results.
Maintain accurate records including time worked, daily logs, gas sheets as required; properly record all required information on data devices and/or work orders.
Operate communications device in accordance with company policies.
Operate a company vehicle in a safe & responsible manner; Clean, maintain, stock, & secure assigned vehicle & equipment, in accordance with company policies.
For applicable systems: Perform repair & maintenance on voice systems; Installing, uninstalling & reconnecting NEU devices and backup powering; Initiating DHCP script.
Adhere to industry specific, local, state & federal regulations, as applicable
Perform other duties as requested by supervisor.
Ability to read, write and speak the English language to communicate with employees, customers,
and suppliers, in person, on the phone, & by written communications in a clear, straight-forward, &
Advanced understanding of the TCP/IP stack & associated abstraction layers
Advanced knowledge of network designs, network architectures & network topologies
Ability to use the following hand tools: electric drills, hammers, wrenches, screwdrivers in the installation of cable to the residence & TV set converters
Ability to walk over all types of terrain, in all kinds of weather, while carrying tools & equipment
including gaffs, ladders & fully loaded tool belts
Ability to safely use weight-bearing equipment (gaffs, safety harness & ladders) within the
maximum weight limitations
Basic knowledge in using software tools to support the current operations, knowledge in basic network devices and network appliances
Ability to accurately measure distances, using tapes or other measuring devices
Ability to carry, climb & operate extension ladder (approx. 32 ft. high and 90 pounds)
Ability to climb poles using gaffs, hooks & climbing belt as needed
Ability to differentiate between different sizes & colors of wires
Ability to make cable connections in tight spaces by bending, reaching, twisting
Ability to operate appropriate computer or test equipment associated with position (e.g. signal level
meters, ohm meters, etc.)
Ability to perform job from high places (i.e. poles and roofs)
Ability to work while standing 50-70% of the time
Ability to work with small components and wires to make cable connections
Ability to use handheld communication devices & applications
Ability to use personal computer & software applications
Experience working with complex structure cabling, including Cat 5/6 cabling
Experience in configuring & installing routers, Internet gateway services, Layer2/3 Ethernet switches & wireless access points in commercial environments
High School Diploma or equivalent work experience
Related Work Experience
6 months+ Field Technician IV or equivalent work experience
1+ years IP networking experience
Installation & repair of WAN/LAN & wireless router related equipment experience
Completion of appropriate Charter training according to the Field Technician Career Path Training Matrix, or equivalent work experience
Valid driver's license with satisfactory driving record within Company required standards
Industry and vendor specific certifications and training (NCTI, SCTE)
CCENT or other equivalent industry accredited certification
Skills/Abilities and Knowledge
Ability to use personal computer & software applications
Knowledge of company product/services
Experience with consumer education of products/services
Experience and knowledge of POTs services, IP networking, PBX, point of sale equipment
This position works face to face with customers
Work indoors in confined space, poorly ventilated areas such as attics, basements and/or crawlspaces
Exposure to dust, dirt, noise, insects, rodents, pets, & cleaning solutions
Work outdoors in all kinds of weather & at all times of the day or night
Work performed near power lines & electricity
Work performed at various heights above ground on telephone/power poles
Work & travel in inclement weather
May be required to work an on-call rotation as business needs dictate
Occasionally required to work overtime as business needs dictate
Ability to work weekends or shifts as business needs dictate
Work in commercial or factory type environments