Field Service Technician
Location: Green Bay
Posted on: November 22, 2021
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
Adhere to TQA standards in accordance to company policy.
Follow security procedures to prevent any unauthorized
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
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
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
Advanced knowledge of network designs, network architectures &
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
Ability to accurately measure distances, using tapes or other
Ability to carry, climb & operate extension ladder (approx. 28 ft.
high and 75 pounds)
Ability to climb poles using hooks & climbing belt as needed
Ability to differentiate between different sizes & colors of
Ability to make cable connections in tight spaces by bending,
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
Ability to use handheld communication devices & applications
Ability to use personal computer & software applications
Experience working with complex structure cabling, including Cat
Experience in configuring & installing routers, Internet gateway
services, Layer2/3 Ethernet switches & wireless access points in
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
Completion of appropriate Charter training according to the Field
Technician Career Path Training Matrix, or equivalent work
Valid driver's license with satisfactory driving record within
Company required standards
Industry and vendor specific certifications and training (NCTI,
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
Work outdoors in all kinds of weather & at all times of the day or
Work performed near power lines & electricity
Work performed at various heights above ground on telephone/power
Work & travel in inclement weather
May be required to work an on-call rotation as business needs
Occasionally required to work overtime as business needs
Ability to work weekends or shifts as business needs dictate
Work in commercial or factory type environments
TCB185 295096 295096BR
Keywords: SPECTRUM, Green Bay , Field Service Technician, IT / Software / Systems , Green Bay, Wisconsin
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