Under limited supervision, verify that the premise wiring & services meet all company installation & service specifications for residential & SMB customers. Perform basic to complex installation, troubleshooting & repair of video, internet, telephone services from tap to CPE or other demark locations for residential & SMB customers. Perform quality control inspections by reviewing work completed by contract & in-house technicians. Test & repair network hardware for residential & commercial services. Provide exceptional service to customers as well as their technical representatives, ensuring that Charter services interface as expected with business systems.
MAJOR DUTIES & RESPONSIBILITIES
Perform quality control inspections & repair residential & complex residential & commercial customer premise HFC network workmanship of in-house & service partner workforces to ensure compliance with quality & safety guidelines (includes compliance with requirements outlined in applicable regulations such as OSHA & FCC & following procedures as outlined in the CPNIQ, TQA, NEC, NESC, other Installation, Technical Operations, Safety Manuals & Employee Handbook).
Perform basic to complex installation of & troubleshoot/repair coax based phone, internet or video services in a residential & commercial environment from the tap to the connection of the CPE; including but not limited to, all necessary wiring of both interior & exterior associated equipment in the forward & return signal path of the CPN.
Configure, install & maintain Network Wi-Fi products to routers, gateway servers, Ethernet switches & wireless access points & other components within HFC.
Interact with business customers & representatives, 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, troubleshoot & repair equipment while providing the customer with productive communications regarding repair process.
Assist supervisor in following up on unacceptable workmanship to ensure work is completed to satisfactory levels.
Recognize & escalate to a supervisor persistent service problems or other observed factors that could impact the ongoing relationship between Charter & a business customer.
Follow security procedures to prevent any unauthorized services.
Utilize & demonstrate proficiency with tasks, tools, test equipment & information that will enhance business results.
Enter inspection findings in established company database in accordance with policy & procedures.
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.
Adhere to industry specific, local, state & federal regulations, as applicable.
Know, understand & follow company policy.
Perform other duties as requested by supervisor.
Skills/Abilities & Knowledge
Ability to adhere to local, federal regulations & company policies
Advanced understanding of the TCP/IP stack & associated abstraction layers
Advanced knowledge of network designs, network architectures & network topologies
Ability to inspect & repair aerial & underground HFC drop system
Ability to prioritize & organize effectively
Ability to positively influence others & facilitate change to resolve quality issue
Ability to read, write, speak & understand English
Ability to carry, climb & operate extension ladder (approx. 32 ft high & 90 pounds)
Ability to differentiate between different sizes & colors of wires
Ability to make cable connections in tight spaces by bending, reaching, twisting
Ability to use the following hand tools: electric drills, hammers, wrenches, screwdrivers
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 drive Company vehicle in a safe & responsible manner
Ability to safely use weight-bearing equipment (such as gaffs, safety harness & ladders) within the maximum weight limitations of that equipment
Ability to perform job from high places (i.e. poles & roofs)
Ability to work while standing 50-70% of the time.
Ability to work with small components & wires to make cable connections
Ability to travel (including during inclement weather) to & from assigned territories & company facilities
Ability to work outside for extended periods in any season and/or during inclement weather
Ability to complete documentation accurately
Experience working with complex structure cabling, including Cat 5/6 cabling
Experience in configuring & 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
Industry & vendor specific certifications & training (NCTI, SCTE) CCNA or other industry accredited certification
High School Diploma or equivalent work experience
RELATED WORK EXPERIENCE
6 months+ Field Technician IV and/or V, or equivalent work experience.
1+ years IP networking experience
Installation & repair of WAN/LAN & wireless router related equipment experience
Skills/Abilities & Knowledge
Ability to use personal computer & software applications
Knowledge of company products & services
Experience with consumer education of products & services
Experience & knowledge of POTs services, IP networking, PBX, point of sale equipment
Knowledge of company products & services
Knowledge of basic mathematics & electronics
Knowledge of drop loss calculations
Knowledge of National Electric Code & National Electrical Safety Code
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
Work in commercial or factory type environments
Occasionally required to work overtime as the business needs dictate
May be required to work an on-call rotation as the business needs dictate
Ability to work weekends or a second shift as the business needs dictate
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability