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

FOCUS Broadband•Fayetteville, NC

4h•Onsite

About The Position

This is a field-based technician position. Candidates must live within Robeson, Scotland, or Hoke Counties, or within a reasonable daily commuting distance to these service areas. The Communication Service Technician at FOCUS Broadband is crucial in representing the company's brand by delivering outstanding customer education and service to external and internal customers. This position involves applying 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). Technicians receive their assignments through an online ticketing system and maintain communication 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.
Ability to undertake other job-related tasks or projects assigned by leadership and/or dispatch.
A high school diploma or equivalent.
A valid driver's license and a clean driving record.
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 and maintain communication with dispatch and the foreman.
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.