Installation & Repair Services Technician III (Green Bay, WI)

Nsight•Green Bay, WI

About The Position

The Installation & Repair Services Technician III installs, troubleshoots, and repairs internet, video, and telephone services for residential and business customers. The role involves direct customer interaction and requires professional, efficient service, independent problem-solving, and accurate documentation of work performed. The technician works with service technologies and equipment including DSL, FTTH, TDM/POTS and T1, CBRS, network-interface devices, routers, set-top boxes, internal wiring, and plant and network equipment. Responsibilities also include supporting trouble tickets and outages, maintaining plant and equipment records, processing returned equipment, and assisting with site surveys, wiring quotes, special projects, and process improvements. The position requires working outdoors in various conditions, lifting up to 80 pounds, and participating in on-call shifts for after-hours support.

Requirements

High school diploma or equivalent.
Seven years of post-high-school telecommunications experience as an installation and repair technician.
Strong electrical, mechanical, and computer skills.
Knowledge of internet protocols.
Ability to troubleshoot and solve technical problems independently with minimal supervision.
Strong interpersonal skills for effective customer interactions.
Ability to lift up to 80 pounds.
Ability to work outdoors in various conditions.
Ability to participate in on-call shifts for after-hours support.

Nice To Haves

One year of telecommunications experience or post-high-school education is preferred.

Responsibilities

Interact positively with customers and represent Nsight & Cellcom professionally while assisting with installation and repair needs.
Install business and residential internet, video, and telephone services, including DSL, FTTH, TDM/POTS and T1, and potentially CBRS.
Install customer-premise equipment, including network-interface devices, routers, and set-top boxes, and ensure equipment has current firmware and configurations.
Perform internal wiring as required.
Complete service-order, trouble-ticket, plant, equipment, and drop/maintenance records accurately and promptly.
Repair business and residential internet, video, and telephone services; identify root causes and resolve or escalate issues to restore service in a timely manner.
Assist with trouble tickets and outages.
Maintain accurate and complete plant records.
Process returned equipment by cleaning and resetting it, returning it to inventory, and completing forms when repairs are needed.
Assist with or complete site surveys and wiring quotes for projects as needed.
Assist the Network and Systems team with repairing, installing, and maintaining plant and network equipment as requested.
Identify opportunities to improve or streamline processes.
Assist the plant operations team with projects and initiatives involving process improvements and implementation of best practices.
Assist with special projects, including multi-dwelling unit builds and rewires, subdivision fiber allocation, and Site Optimization projects.
Manage assigned processes and projects.
Perform other duties as assigned.