Communication Services Technician (Install & Repair: Robeson, Scotland, & Hoke)

FOCUS Broadband•Laurinburg, NC

4h•Onsite

About The Position

This is a field-based technician position at FOCUS Broadband, requiring candidates to live within Robeson, Scotland, or Hoke Counties, or a reasonable daily commuting distance. The role is crucial for representing the company's brand by delivering outstanding customer education and service to external and internal customers. Technicians apply critical thinking and technical skills to install and repair services with equipment related to modems, fiber optic cables, routers, switches, ONTs (Optical Network Terminals), and MDUs (Multiple Dwelling Units). Assignments are received through an online ticketing system, and communication is maintained with dispatch and the foreman. The primary focus of a Communications Services Technician is providing technical installation and repair services involving customer interaction, technical problem-solving, and a solid commitment to safety and resource management.

Requirements

Strong work ethic: Dedication, commitment, problem-solving, and troubleshooting skills
Ability to navigate through crawl spaces and attics, including restricted movement areas, sometimes using extension ladders
Ability to travel safely between residential properties and other designated locations throughout each workday following laws, company policies, and procedures
Providing excellent customer service and educating customers on product usage, setup, and maintenance
Adherence to safety protocols, including the use of hand and power tools, ladder safety, and proper personal equipment (PPE)
Technical proficiency in using test meters, laptops, and various equipment related to residential wiring, modems, switches, and AV equipment
Maintaining accurate records of inventory equipment and materials used for installations and repairs
Coordinating with the warehouse for equipment and materials
Ability to report to various FOCUS Broadband locations throughout our service area
A high school diploma or equivalent is required
A valid driver's license and a clean driving record are required
Skilled use of telecommunications installation and testing equipment, including: cable preparation and termination tools for fiber, coax, and CAT5/CAT6, Fish tape, glow rods, or magnetic pulling systems for wall and ceiling routing, diagnostic and testing tools such as light meters, volt meters, and cable mappers
Knowledge of residential low-voltage installation practices, structured cabling standards (fiber, coax, CAT5/CAT6), and proper mounting requirements for telecommunications equipment
Familiarity with residential construction elements such as studs, drywall, masonry, and common access points, along with appropriate fastening and anchoring methods for each material type
Proficient use of hand and power tools (such as screwdrivers, pliers, hammers, combination wrenches, drills, saws, stud finders)
Ability to cut and modify drywall cleanly, route cabling through structural pathways with minimal disruption, to securely and properly mount equipment on various residential surfaces
Skill in basic troubleshooting to verify signal integrity and overall installation quality, and in planning safe, efficient, cable pathways based on home layout
Ability to adapt installation techniques to diverse residential environments
Strong verbal communication skills for explaining technical information clearly to customers while maintaining a professional appearance and customer-focused demeanor
Ability to work independently while maintaining communication with dispatch and supervisors, as well as to collaborate effectively as part of a team
Ability to maintain a professional appearance, good hygiene, and a customer-focused demeanor

Nice To Haves

An associate degree in a technical field or relevant experience
Telecom and Network Data Certifications
Hands-on work experience in technical fields

Responsibilities

Deliver outstanding customer education and service to external and internal customers
Apply critical thinking and technical skills to install and repair services with equipment related to modems, fiber optic cables, routers, switches, ONTs (Optical Network Terminals), and MDUs (Multiple Dwelling Units)
Receive assignments through an online ticketing system
Maintain communication with dispatch and the foreman
Provide technical installation and repair services involving customer interaction, technical problem-solving, and a solid commitment to safety and resource management
Travel safely between residential properties and other designated locations throughout each workday following laws, company policies, and procedures
Provide excellent customer service and educate customers on product usage, setup, and maintenance
Adhere to safety protocols, including the use of hand and power tools, ladder safety, and proper personal equipment (PPE)
Maintain accurate records of inventory equipment and materials used for installations and repairs
Coordinate with the warehouse for equipment and materials
Undertake other job-related tasks or projects assigned by leadership and/or dispatch
Maintain regular and timely attendance
Perform other duties/special projects as required
Participate on behalf of the company in community and company-sponsored activities as requested
Attend safety meetings, complete online safety training, and maintain a safe working environment
Actively maintain and enhance job-related knowledge and skills through ongoing professional learning and development