Installation Technician

JOB DESCRIPTION

JOB TITLE: Installation Technician/Senior Installation Technician

STATUS: Non-Exempt

DEPARTMENT: Operations

REPORTS TO: Director of Service Delivery

FULL/PART-TIME: Full-Time – Requires on-call hours

LOCATION: Holland Patent/Syracuse/Hybrid

OUR CULTURE:

At Northland, we don’t believe in ceilings. We encourage personal and professional development by maintaining a challenging and rewarding work environment.We believe you are the creator of your own destiny and that you will make the most of your career through hard work, dedication, and initiative.

THE MISSION:

To ensure that all Northland products and services are provisioned, installed, and supported with the highest level of service.

SUMMARY ROLES/RESPONSIBILITIES:

• Onsite installation of Northland products and services
• Provides a great customer experience
• Supports all internal departments

INSTALLATION TECHNICIAN JOB DUTIES:

• Complete surveys for all products and services.
• Manage relationships with all vendors and partners to troubleshoot, setup and configure customers networks.
• Reserve telephone numbers from an available database and update workbooks.
• Install, program, troubleshoot and cutover all Products, Services and Equipment
• Complete all administrative tasks as required per departmental guidelines.
• Configure, troubleshoot, and maintain basic networking environments including Ethernet, TCP/IP, VLANs, DHCP and QoS, POE, Firewalls.
• Install and terminate various types of cabling and associated infrastructure.
• Work with technologies and platforms related to Northlands core network.
• Schedule site visits with customer, internal departments, and coordination of work with all pertinent parties (landlords, customers, contractors, internal)
• Work with and assist customers with deploying software or applications needed to maintain Northland products and services, including operating systems, Windows, MS Office; computer support including PC’s, server hardware, configurations and troubleshooting.
• Work with Project Coordinator and customer to ensure smooth installations.
• Port telephone numbers at time of cutover
• Assess customer needs to effectively recommend a configuration solution.

SENIOR INSTALLATION TECHNICIAN JOB DUTIES:

• Includes all essential job duties above
• Training, assisting, and mentoring other team members.
• Lead large complex installations for all products, services, and third-party applications.
• Build and enhance team member relationships by collaborating with all departments to address common issues, make recommendations and assist with facilitating a positive customer experience.
• Assist with creating and updating internal resources such as knowledge base, SOPS, product manuals.
• Acquire and maintain training and certifications as required.

SUPERVISORY RESPONSIBILITIES: None

MINIMUM JOB QUALIFICATIONS:

• High school degree required, Experience with PC required and ability to work independently.
• A valid driver’s license and transportation
• Some data related background and ability to setup and troubleshoot networking issues related to VOIP issues.
• Strong Customer service and communications skills
• Good working knowledge of Category 3, 5, 5E and 6 voice/data wiring platforms, and industry color codes and standards.

PREFERRED JOB QUALIFICATIONS:

• Associate degree with 1 –2 years of experience in telephone or electronics experience
• Familiarity with firewalls and network equipment.
• Familiarity with hosted phone systems and features
• Understanding of data networks as applied to VOIP communications.
• Understanding of voice transmission delivery methods and the types of service provided across copper, fiber, POTS, T1, T3, SIP, CAS, VOIP Transmission, analog transmission, digital transmission etc.
• Familiarity with high-speed data, what it’s used for and how it’s delivered.
• Certifications for A , Network and Security

SCORECARD METRICS:

• Goal of 6% or less of TT opened 30 days after installation.
• Completion of BU Installations within 45 days of contract signing.

LICENSES/CERTIFICATIONS:

A valid driver's license or ability to access transportation to attend work group and organization meetings is necessary.

PHYSICAL ACTIVITIES AND REQUIREMENTS:

• Ability to climb, kneel, crouch, reach, sit, stand, walk, lift, use fingers, grasp, feel, talk, hear, and perform repetitive motions.
• Ability to exert up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects

EQUIPMENT AND MACHINES USED:

• Ability to use to use voicemail, telephone, calculator, computer, printer, digital telephone, fax machine, cell phone
• Ability to use the following software: Microsoft Word, Excel, Outlook Express (E-Mail)

ENVIRONMENTAL CONDITIONS:

The employee is subject to the following inside and outside environmental conditions: adverse driving conditions, confined spaces, heights, and noise.

EMPLOYER'S DISCLAIMER:

• All offers of employment are contingent on successful results from a background check. If results are not acceptable to the company, the company reserves the right to rescind its conditional offer of employment.
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
• This job description in no way states or implies that these are the only duties to be performed by the employee holding this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties required by their office.
• This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
• We are an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.