Posted on: August 5, 2022
Shift will be based on current schedule of candidate hired
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 AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and
enhance the customer experience.
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.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Advanced understanding of the TCP/IP stack & associated abstraction
Advanced knowledge of network designs, network architectures &
Basic knowledge in using software tools to support the current
operations, knowledge in basic network devices and network
Ability to use handheld communication devices & 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
Valid driver's license with satisfactory driving record within
Company required standards
High School Diploma or equivalent work experience
Industry and vendor specific certifications and training (NCTI,
CCENT or other equivalent industry accredited certification
Required Related Work Experience and Number of Years
Field Technician IV or equivalent work experience - 0.5+
IP networking experience - 1+
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
Preferred 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
PHYSICAL AND MENTAL REQUIREMENTS
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
Ability to accurately measure distances, using tapes or other
Ability to carry, climb & operate extension ladder (approx. 32 ft.
high and 90 pounds)
Ability to climb poles using gaffs, hooks & climbing belt as
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,
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 communicate effectively with employees, customers, and
suppliers, in person, on the phone, & by written communications in
a clear, straight-forward, & professional manner
Ability to use personal computer & software applications TCB185
Keywords: SPECTRUM, Portland , Service Technician, Engineering , Portland, Maine
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