JOB SUMMARY

As a Service Technician, you will be responsible for installing, configuring, and troubleshooting customer premise equipment (CPE) to ensure seamless connectivity and optimal performance of fiber-optic services. You will work directly with customers to address technical issues, provide assistance, and deliver exceptional service to enhance the overall customer experience.

ESSENTIAL DUTIES/ RESPONSIBILITIES:

• Install, configure, provision, and maintain CPE, including routers, modems, optical network terminals, range extenders, and other devices as required.
• Troubleshoot technical issues related to customer premise equipment, internet connectivity, and VoIP services.
• Collaborate with customers to address their technical concerns, provide solutions, and ensure customer satisfaction.
• Assist customers with the setup and configuration of their devices to connect to the fiber internet and VoIP services.
• Extend wiring from outside the customer premises to inside equipment, including fishing wires in attics, walls, and crawl spaces.
• Must convey a positive and professional appearance and demeanor during all customer-related activities.
• Maintain effective communication with vendors, contractors, customers, potential customers, and support staff in resolving challenges.
• Perform routine maintenance checks and software updates on CPE devices to optimize performance and functionality.
• Conduct testing and diagnostics to identify and resolve network and equipment-related problems.
• Provide technical support and guidance to customers on utilizing CPE devices and services effectively.
• Ensure the inventory of the trucks’ equipment is updated and in sufficient quantity, reporting any discrepancies to the supervisor.
• Manipulate, transport, and use power tools, CPE equipment, materials, and required vehicles.
• Maintain detailed logs, documenting key information such as installation date, location, equipment used, and specific tasks performed.
• Record the serial numbers and specifications of all equipment installed for reference, documentation, and warranty purposes.
• Document testing protocols used during and after installation for verification.
• Adhere to company policies, procedures, and safety guidelines while performing CPE service activities.
• Perform additional responsibilities as assigned by manager.

REQUIRED SKILLS/ABILITIES: 

• Previous experience in telecommunications, fiber-optics, or a related field is preferred.
• Knowledge of fiber-optic installation techniques, equipment, and tools.
• Strong problem-solving skills and attention to detail.
• Excellent customer service and interpersonal skills to interact with customers in a professional and friendly manner.
• Solid understanding of fiber-optic networks, terminations, connectors, and related equipment.
• Familiarity with industry standards and best practices for fiber-optic installations.
• Ability to read and interpret technical drawings, diagrams, and installation instructions.
• Detail-oriented with strong organizational and documentation skills.
• Ability to work in various weather conditions and physically demanding environments.
• Must be able to perceive differences in wire and cable colors.
• Ability to work independently, as well as collaboratively within a team environment, managing time and priorities effectively.
• Willingness to learn new technologies and adapt to changing work environments.
• Takes pride in completing service orders on time with quality workmanship.
• Flexibility to work in rotating shifts, including evenings, weekends, and holidays, if required.
• Must have and maintain a valid driver’s license.

EXTERNAL RELATIONSHIPS

•  Extensive contact with customers, potential customers, vendors, contractors, and the general public in carrying out the responsibilities of this position.

REQUIRED EDUCATION AND EXPERIENCE: 

• High school diploma, or GED required.
• Post high school education is preferred.

WORKING CONDITIONS

•  This position may require working outdoors in various weather conditions.
• Some installations may involve working at heights or in confined spaces, such as attics, and crawlspaces.
•  Occasional weekend or evening work may be required to meet customer scheduling needs.
•  Working inside and outside during regular hours and occasional overtime, including weekends and holidays if necessary. Normal safety precautions and practices are required. The regular work schedule is Monday through Friday.

PHYSICAL EFFORT AND DEXTERITY

• Frequent physical activity includes maintaining a standing position for lengthy periods of time while performing installations. Ability to work safely off a ladder and lift 50 pounds without assistance.
• Often need to climb ladders or enter confined spaces to perform installations. This requires good balance, coordination, and a lack of fear of heights.
• You will need to walk across different types of terrain, including outdoor areas, construction sites, and customer premises. This may involve walking on uneven surfaces, climbing stairs, or maneuvering around obstacles.

MACHINES, TOOLS, AND EQUIPMENT

• Capable of operating a personal computer and related software. Must be able to operate office equipment and telecommunications equipment.

VISUAL ACUITY, HEARING, AND SPEAKING

• Comfortable speaking on the telephone and via online conference tools. Must be able to communicate clearly and accurately for work and safety compliance.

Note: This job description is not to be construed as an exhaustive statement of duties, responsibilities, and requirements. Management retains the right to assign or reassign duties and/or responsibilities at any time.