Business Services Technician II

General Summary:

The Business Services Technician for Peñasco Valley Telephone Cooperative, Inc. and its subsidiaries provides Business Service customers by assisting in designing, implementing and maintaining customer networks, wireless networks, security camera systems, door access systems, and analog/VoIP phone systems; provides sales support and assists in administration, implementation, organization, maintenance and troubleshooting.

Essential Job Functions:

• Installs, configures, and repairs customer networks.

• Installs, configures, and repairs customer analog/ VOIP telephone equipment.

• Configures, installs and repairs analog and IP security cameras, DVR's, NVR's and associated hardware.

• Configures, installs and repairs wireless networking equipment including wireless routers, access points, etc.

• Configures, installs and repairs door access systems.

• Installs, configures and repairs security systems.

• Installs, configures and repairs customer wireless equipment.
• Assists in the planning and implementation wireless network equipment upgrades.

• Assists in troubleshooting and repairing wireless network Infrastructure.

• Does basic workstation network configuration and troubleshooting.

• Assists Internet customers and users with inquiries and provides solutions to problems presented.

• Effectively evaluates wireless and security system customer problems by keeping abreast of computer hardware, software and wireless Internet technology.

• Assists customers with inquiries; provides solutions to problems presented.

• Stays abreast of relevant computer network hardware, software and Internet technology.

• Assists the Sales Team with the recommendation and selection of product lines; assists with preparation of presentations and quotes for customers.

• Maintains a high service level by providing problem resolution or forwarding inquiries to appropriate personnel or technicians.

• Responds to customer inquiries, identifies issues and develops/implements solutions to problems.

• Maintains schedule and keeps appointments for service, repairs, and installations as needed.

• Prepares reports related to Internet problems and questions for management review and action.

• Attends training on new products and technology to maintain a high degree of competence.

• Uses safety equipment; utilizes safety practices; attends and participates in all designated cooperative safety and training meetings; abides by the company’s safety manual.

• Places a premium on customer satisfaction; and makes every attempt to perpetuate PVT’s and its subsidiaries’ positive image in all subscriber customer related service activities.

• Completes other projects and activities as needed.

Other Responsibilities:

• Other duties as assigned by Management.

Knowledge, Skills & Abilities:

Possesses basic understanding of telephony technologies (VoIP and/or analog), data networking technologies and wireless LAN technologies.  Proficient with PC’s, laptops, fax, and switches; able to design, configure, and install wireless networks, security camera systems, and telephone systems; wireless antenna installation and proper grounding procedures; ability to install network equipment; experience with data wiring and infrastructure; experience with proper security system installation.

Must possess linear troubleshooting skills, the ability to comprehend and follow instructions, and effective oral communication skills; must be able to respectfully and knowledgeably respond to customer questions, requests, and complaints; must exhibit professionalism in all circumstances especially with customers; must be a team player; must possess sound analytical skills and strong interpersonal skills.

Education and/or Experience:

High School diploma or GED, plus Associate’s degree or higher in Computer Science, Information Technology or related field. VOIP and analog telephone technology; thorough understanding of TCP/IP; experience and training with wireless networking required; analog and IP security cameras; DVR/NVR's preferred. Minimum of two years of IT/Networking experience and/or formal IT/Networking training. Customer services experience a plus.

Certifications, Licenses, Registrations:

Must have, or be able to obtain, and maintain a valid New Mexico state driver’s license, have an excellent driving record and be insurable under the Company’s insurance policy.

Other Qualifications and/or Credentials:

NM ES-3J and ES-7J Journeyman Certifications.

Physical Requirements:

PHYSICAL REQUIREMENTS

0-24%

25-49%

50-74%

75-100%

Seeing: 75-100%

Must be able to read computer screen and various reports.

Hearing: 75-100%

Must be able to hear

well enough to communicate

with employees and industry contacts.

Standing/Walking: 75-100%

Climbing/Stooping/Kneeling: 50-74%

Lifting/Pulling/Pushing: 50-74%

Fingering/Grasping/Feeling: 75-100%

Must be able to write, type,

and use phone system.

Working Conditions:

While performing the duties of this job, the employee is frequently exposed to risk of electrical shock. The employee is occasionally exposed to high, precarious places; fumes or airborne particles; toxic or caustic chemicals; and outside weather conditions. Exposed to one element continuously or several elements occasionally, but usually not at the same time. The noise level in the work environment is usually moderate.

Note:

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Disclaimer:

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

PVT is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. PVT makes hiring decisions based solely on qualifications, merit, and business needs at the time.