Senior Field Service Technician - (Juneau, AK)

GCI Communication Corp•Juneau, AK

3d•Onsite

About The Position

GCI's Senior Field Service Technician represent the company’s service philosophy by assisting customers who have purchased and are using company products and services and/or are considering upgrading or expanding their products and services. Provide telecommunications installation and servicing of Video, high speed Data, and Voice product lines within customer residences and business properties in an efficient and professional manner.

Requirements

A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis
High School diploma or equivalent.
Minimum of six (6) years in a broadband, data, networking, technical telecom role or related background.
Including one (1) year of complex related field experience.
Upon hire may be required to successfully complete certifications and courses within a defined period, e.g., Defensive Driving, Company on-line Installer, Pole Climbing, AK DOT Bucket Truck, AK DOT approved Flagger Certification.
Depending on location assigned may require six (6) months experience living in an arctic environment.
Must possess and maintain a valid driver’s license, proof of insurance, a satisfactory driving record, and successfully complete Defensive Driving course.
Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.

Nice To Haves

Associate degree in electronics or relevant field, telecommunications trade school, or equivalent training.
Telecommunications experience.
Experience with Multi-Line Hunt and Directory Number Hunt groups.
Relevant telecom industry or job specific certifications
Comprehensive knowledge and understanding of system design, city street maps and understand complex network architecture.
Advanced knowledge and proficiency in complex wiring, troubleshooting, programming, and installation of consumer electronics equipment for security, video, voice, and data services.
Expert knowledge of company products, services and features offered for video, voice, and data service offerings including features for residential, business, and multi-unit applications or demonstrated background with industry equivalents.
Ability to receive, understand, implement work orders to completion independently under minimal supervision.
Capable of programing, operating, and interpreting data from all applicable test equipment required to perform installation, troubleshooting, and repair of residential, business, and multi-unit equipment and facilities.
Advanced working knowledge of issued monitoring and test equipment.
Advanced skills to access, navigate, participate in all company database and related reporting programs.
Comprehensive knowledge of telephone/RF standards, safety codes, and terminology as it relates to service orders, repairs tickets, and materials for residential installations and repair desired.
Advanced computer skills including internal service order and repair systems for related service or trouble tickets, updating provisioning and routing requirements.
Ability to evaluate and calculate drop system, multi-unit, and business design criteria.
Working knowledge and practical application skill in basic analog electrical and optical delivery method.
Ability to adequately train and mentor Filed Services technicians on various products and processes.

Responsibilities

Install, service, and troubleshoot telecommunications equipment including analog or digital systems for video, voice, and data services from the tap or demark location to the customer's home or office.
Perform routine service, maintenance, and operations on radio frequency, analog, microwave, fiber optic, and AC/DC components.
Refer problems between the demark and headend or distribution center to network technicians.
Perform disconnects, reconnects, and relocate services as instructed; repair or replace worn components and faulty connections.
Utilize test equipment to measure and adjust signal strength to ensure optimum reception.
Perform preventative or corrective maintenance, such as underground cable locates, outage response, rewiring, or upgrading cabling and equipment, impairment mitigation, system drive off, and repairs.
Communicate with customers on-site and present additional service offerings.
Support senior staff technicians and mentor junior technicians with install, test, and repair of custom service orders.
Responsible for basic vehicle maintenance, truck stock, and following the company’s safe driving and other applicable policies.
Perform complex advanced installation, service, disconnects, testing and repair of Video, Voice, and Data services.
Organize daily workload and perform work utilizing industry standard test equipment and hand tools to install, maintain, or repair services.
Explain non-technical procedures, equipment operation, answer customer questions, and promote sales of additional services.
Evaluate field conditions, perform tests, and measure to determine signal quality.
Ensure proper cabling from the tap or demark location to the customer premise equipment.
Communicate with Dispatch or SMC to update and complete service orders or trouble tickets.
Assist with new installations and trouble tickets in a timely manner.
Verify accuracy of written work order, confirm discrepancies, collect payments and customer signatures, ensure all documentation is updated in a timely manner.
Escalate issues as needed to the appropriate department or management team.
Work with senior technicians and respond to outages or other duties as required.
Guide, train, and mentor junior technicians.