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Broadband Technician Sr

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Listing Info

Title: Broadband Technician Sr
Location: US-Texas-FORT WORTH
Other Locations: nullJOB SUMMARY
Under minimal supervision perform basic to advanced troubleshooting and repair for services from tap to Customer Premise Equipment (CPE) for residential and commercial customers. Complete disconnects, downgrades, upgrades, reconnects, and installations as business needs dictate. Assist supervisor with day to day duties and responsibilities.

Major Duties And Responsibilities

Actively and consistently support all efforts to simplify and enhance the customer experience

Troubleshoot and repair complex residential and commercial business customer services from the nearest line active to the connection of the CPE for single, multi-family, multi-dwellings, and/or commercial dwellings including, but not limited to, all necessary wiring both interior and exterior associated equipment in the forward and return signal path of the customer premise network (CPN).

Perform all work as necessary to conform to quality, security and safety control guidelines (includes compliance with requirements outlined in applicable regulations such as OSHA and FCC and following procedures as outlined in the Customer Premise Network Installation Qualifications (CPNIQ), Technical Quality Assurance (TQA), National Electric Code (NEC), National Electrical Safety Code (NESC), other Installation, Technical Operations, Safety Manuals, and Employee Handbook)

Adhere to TQA standards in accordance to company policy

Follow security procedures to prevent any unauthorized services

Integrate various company services (video, internet, telephone) with customer's equipment

Ensure and record proper levels and signal quality within required specifications on active outlets; Verify no signal leakage or ingress is present in the drop network

Diagnose and resolve customer escalations. Consult supervisor on unresolved customer issues

Clean the premises of all debris and materials after the repair is complete

Educate customer on proper use of services and equipment, including channel lineups, and how to access online help

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 Company vehicle in a safe and responsible manner. Clean, maintain, stock, and secure assigned vehicle and equipment, in accordance with company policies

Demonstrate proficiency with tasks, tools, test equipment and information that will enhance business results

Assist in providing on the job training and mentoring to Broadband Installer, Advanced Broadband Installer, and Broadband Technician

Perform quality control inspections by reviewing work completed by contract and in-house technicians

Strong understanding of commercial products and services, including installations and troubleshooting

Complete residential and commercial pre-install site surveys as business needs dictate; complete residential and commercial installations, as business needs dictate

Strong understanding of operations from customer set tops to the headend. Ability to diagnose and repair multi-repeat trouble calls

Troubleshoot basic distribution problems associated with the RF, AC, DC portions of the forward and reverse plant as assigned by supervisor

Assist with outage resolution and some area related RF issues, as needed

Adhere to industry specific, local, state and federal regulations, as applicable

Know, understand and follow company policy

Perform other duties as requested by supervisor

Skills / Abilities And Knowledge

Ability to use personal computer and software applications
Knowledge of company products and services
Experience with consumer education of products and services

Education
High School Diploma or equivalent work experience

Certifications and/or Licenses
Industry and vendor specific certifications and training (NCTI, SCTE)

Related Work Experience/Training

6 months Broadband Technician or equivalent work experience
Completion of appropriate Charter University Training according to the Broadband Technician Career Path Training Matrix, or equivalent work experience

Certifications and/or Licenses
Valid driver''s license with satisfactory driving record within Company required standards

Working Conditions

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, and cleaning solutions
Work outdoors in all kinds of weather and at all times of the day or night
Work performed near power lines and electricity
Work performed at various heights above ground on telephone/power poles
Work and travel in inclement weather
Occasionally required to work an on-call rotation as the business needs dictate
Occasionally required to work overtime as the business needs dictate
Ability to work weekends or a second shift as the business needs dictate
Work in commercial or factory type environments