Communication Services Technician (Install & Repair: Chowan/Perquimans)

FOCUS Broadband•Edenton, NC

14d

About The Position

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 are essential for this role, as the position involves resolving technical issues and challenges.
Climbing and crawling: Ability to navigate through crawl spaces and attics, including restricted movement areas, sometimes using extension ladders.
Driving: The technician will travel safely between residential properties and other designated locations throughout each workday following laws, company policies, and procedures.
Customer Education: Providing excellent customer service and educating customers on product usage, setup, and maintenance are crucial for ensuring a positive customer experience.
Safety Requirements: Adherence to safety protocols, including the use of hand and power tools, ladder safety, and proper personal equipment (PPE), is a top priority to ensure the safety of both employees and customers.
Technology-Based: Technical proficiency in using test meters, laptops, and various equipment related to residential wiring, modems, switches, and AV equipment.
Inventory Tracking: Maintaining accurate records of inventory equipment and materials used for installations and repairs is essential for efficient resource management.
Warehouse: Coordinating with the warehouse for equipment and materials ensures that necessary resources are available when needed and that unused materials are adequately managed.
Location: Our employees may be required to report to various FOCUS Broadband locations throughout our service area.
Project Flexibility: The technician may be required to undertake other job-related tasks or projects assigned by leadership and/or dispatch.
A high school diploma is required.
A valid driver's license and a clean driving record are required.
This position is full-time.
On-call with rotating shifts until 10 pm. This on-call rotation will be outside regular business hours.
There are three different schedules: Sunday-Thursday, Monday-Friday, & Tuesday-Saturday. These schedules will be determined based on workforce requirements and management decisions.
Overtime may be required based on the workload and potentially due to weather hazards.
Technicians are expected to travel to customers' homes for installation and repairs. A valid driver's license with a clean history is 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.
Medium workload, classified as exerting up to or exceeding 50 pounds of force occasionally, up to 20 pounds frequently, and up to 10 pounds of force constantly to move objects.
Combination of stationary tasks (such as documentation, system updates, and customer education) and regular physical activity, including walking, standing, crouching, kneeling, reaching, and climbing throughout the workday.
Ability to safely climb ladders, access crawl spaces and attics, and work in confined or elevated areas in accordance with safety guidelines.
Ability to maintain balance and coordination while carrying tools or equipment and working on uneven surfaces.
Ability to operate a motor vehicle and travel between customer locations as required by daily assignments.

Nice To Haves

An associate degree in a technical field or relevant experience is preferred but not required.
Telecom and Network Data Certifications are preferred but not required.
Hands-on work experience in technical fields is preferred but not required.

Responsibilities

Maintains regular and timely attendance.
Performs other duties/special projects as required.
Participates on behalf of the company in community and company-sponsored activities as requested.
Attends safety meetings, completes online safety training, and maintains a safe working environment.
Actively maintains and enhances job-related knowledge and skills through ongoing professional learning and development.