Job Summary:
This role involves the installation, troubleshooting, and repair of internet, video, and phone services for both residential and business customers. The technician will interact directly with customers, ensuring professional and efficient service, while maintaining accurate records of work completed. Key responsibilities include working with equipment like routers, set-top boxes, and internal wiring, as well as addressing service issues, performing site surveys, and assisting with special projects as needed. Strong technical skills, problem-solving abilities, and the capacity to work independently are essential for success in this position.
Responsibilities & Duties:
Positively interact with customers and represent Nsight & Cellcom in a professional manner while assisting customers with their installations and repair needs.
Installation of business and residential internet, video and telephone service
DSL: Digital Subscriber Line, FTTH: Fiber to the home, TDM—POTS and T1.
May also include installation and repair of CBRS (Citizens Broadband Radio Service) to provide internet services
Customer premise equipment: network-interface device, router, set-top box. Ensure current firmware and configurations are on equipment
Perform internal wiring as required.
Timely, accurately and thoroughly complete all required service order, trouble ticket, plant and equipment records
Repair business and residential internet, video and telephone service.
Identify root cause of problem.
Fix issues or escalate if needed to ensure customers services are in working order in a timely manner.
Timely, accurately and thoroughly complete all required service order, trouble ticket, drop/maintenance, plant and equipment records
Responsible for assisting with trouble tickets and outages.
Maintain accurate and complete plant records in a timely manner.
Process all returned equipment
Cleaned, reset and put neatly in inventory
Forms filled out if repairs are needed
May assist with or complete site surveys for projects and wiring quotes as needed.
May assist the Network and Systems team with repair, install and maintaining plant and network equipment as requested
Identify ways to improve or streamline current processes when possible.
Assist the plant operations team with projects and initiative for process improvements and implementation of best practices.
Assist with special project work including but not limited to multi-dwelling unit builds and rewires, subdivision fiber allocation, Site Optimization projects.
Manage assigned processes and projects.
Other duties as assigned
Requirements:
High school diploma or equivalent; one year of telecom experience or post-high school education preferred.
Seven-year post-high school telecom experience as an install and repair technician required.
Strong electrical, mechanical, and computer skills, with knowledge of internet protocols.
Ability to troubleshoot and solve technical problems independently with minimal supervision.
Strong interpersonal skills for effective customer interactions.
Ability to lift up to 80 pounds, work outdoors in various conditions, and participate in on-call shifts for after-hours support.
An individual with strong technical skills, a problem-solving mindset, and the ability to work independently while delivering excellent customer service would excel in this role.