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Form of workJOB SUMMARY
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 & commercial customers. Test & repair network hardware for commercial & internal services within Charter Facilities. Provide exceptional service to customers & reps ensuring Charter services interface as expected with business systems. Coordinate with customer site management for physical site surveys & conduct surveys on as needed basis. Complete Home Security survey, install & service Home Security services & equipment.
MAJOR DUTIES & RESPONSIBILITIES
Perform basic to complex installation & troubleshooting & repair coax & fiber based phone, internet or video services in commercial environments from tap to CPE; includes all necessary wiring of interior & exterior equipment in the forward & return signal path of CPN
Survey, install & maintain Wi-Fi Network products including routers, gateway servers, Ethernet switches, & wireless access points & other components within fiber-based customers.
Perform all work necessary to conform to quality, security & safety control guidelines (includes compliance with OSHA & FCC, & procedures outlined in SCTE Fiber & Coaxial Constructions Practices Manual, CPNIQ, TQA, NEC, NESC, other Installation, Technical Operations, Safety Manuals & Employee Handbook
Interact with business customers & their reps, demonstrating an understanding of & regard for unique priorities of business clients. Work with technical support personnel to diagnose & correct service issues
Respond to equipment failures, troubleshoot & repair equipment while communicating with customer
Recognize & escalate to supervisor persistent service problems or other observed factors that could impact relationship between Charter & customer
Educate customer on proper use of services and equipment & availability of online help options
Follow security procedures to prevent any unauthorized services
Assist in providing mentoring to Field Tech V & non-commercial focused members of the Field Operations teams
Utilize & demonstrate proficiency with tasks, tools, test equipment & information that enhance business results, including DWDM & CWDM, light meter & OTDR test equipment. Assist ISP & ROC representatives in advanced troubleshooting of complex networks
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 & backup powering; initiating DHCP script
Perform post installation testing of optical circuits
Provide field support & implement large multi-site projects to simplify the customer's experience, working in alignment with SDMs
Test & repair network hardware for internal services within Charter facilities
Configure edge devices using a laptop for optical installations
Test network connectivity post construction
Adhere to industry specific, local, state & federal regulations as applicable
Support optical connections at co-location carrier data hotels & cell service back-haul
Perform other duties as requested by supervisor
REQUIRED QUALIFICATIONS
Skills/Abilities/Knowledge
Ability to read, write & speak the English language to communicate with employees, customers & suppliers, in person, on the phone & by written communications in clear, straight-forward & professional manner
Advanced understanding of 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
Ability to walk over all types of terrain in all weather, while carrying tools & equipment, including gaffs, ladders & fully loaded tool belts
Ability to safely use weight-bearing equipment (such as gaffs, safety harness & ladders) within the maximum weight limitations
Basic knowledge using software tools to support the current operations
Knowledge in basic network devices & network appliances
Ability to accurately measure distances, using tapes or other measuring devices
Ability to carry, climb & operate extension ladder (approx. 32 ft & 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, light meters, fusion splicer, DWDM, CWDM etc.
Ability to perform job from high places, i.e. poles & roofs
Ability to work while standing 50-70% of time
Ability to work with small components & wires to make cable connections
Ability to use handheld communication devices & applications
Ability to use personal computer & software applications
Experience in complex, structure cabling jobs including interior/exterior Cat5/Cat6 cabling installation
Experience in programming & installing routers, Internet gateway services, Layer2/3 Ethernet switches & wireless access points in commercial environments
Certifications and/or Licenses
Valid driver's license with satisfactory driving record within Company required standards
Education
High School Diploma or equivalent work experience
Related Work Experience # of Years
IP networking experience 3+
Field Tech V experience 1+
Installation & repair of WAN/LAN & WAP related equipment experience
Completion of appropriate Charter University Training according to the Broadband Technician Career Path Training Matrix, or equivalent
PREFERRED QUALIFICATIONS
Technical knowledge of company product/services
Industry and vendor specific certifications & training (NCTI, SCTE)
CCENT - Cisco Certified Entry Networking Technician
CCNA (SP) - Cisco Certified Network Associate (Service Provider)
WORKING CONDITIONS
This position works face-to-face with customers
Work indoors in confined space, poorly ventilated areas, i.e. 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 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 on-call rotation as business needs dictate
May be required to work overtime as business needs dictate
Ability to work weekends or second shift as business needs dictate
Work in commercial or factory type environments
