Business Solutions Technician

Business Solutions Technician

Wage: Starting at $27.00 per hour, DOE

Department: Business Services

FLSA Status: Non-Exempt

Reports To: Business Services Supervisor

Location: Willcox

Purpose of Position

The Business Solutions Technician provides hands-on field support for technology and telecommunications solutions designed to meet the needs of business customers. The position installs, maintains, tests, troubleshoots, repairs, and documents low-voltage cabling, fiber optic infrastructure, network drops, Wi-Fi systems, customer-premise equipment, and related telecommunications components at customer locations and company properties. Work includes equipment setup, connectivity troubleshooting, testing, and service verification in accordance with approved plans, technical specifications, and company standards. The Technician works closely with technical and business solutions staff during activations, upgrades, and service resolution, while maintaining accurate field documentation, communicating customer and job needs, and providing professional customer service throughout each assignment.

Duties and Responsibilities (May include but are not limited to the following. Other duties may be assigned).

• Actively encourages teamwork, open communication, and cooperative interaction by promoting a positive work environment that reflects the company's mission, values, and management goals.
• Reviews assigned work orders, scopes of work, diagrams, floor plans, cable pathways, and technical requirements to prepare for and complete assigned jobs.
• Manages assigned work orders by coordinating schedules and arrival times, communicating job status or delays, documenting work performed, escalating issues as appropriate, and ensuring accurate closeout.
• Installs, terminates, labels, tests, troubleshoots, and maintains low-voltage and structured cabling systems supporting data, voice, Wi-Fi, cameras, and other network applications.
• Reads, interprets, and maintains technical documentation, wiring diagrams, prints, network records, and other information necessary to support field installation, maintenance, and troubleshooting activities.
• Coordinates with appropriate internal teams and technical resources to verify job requirements, address field conditions, and resolve service issues.
• Installs, maintains, connects, replaces, tests, and troubleshoots network and telecommunications infrastructure and equipment, including network drops, faceplates, keystones, patch panels, equipment racks, cable management systems, routers, switches, firewalls, wireless access points, computers, servers, and related hardware.
• Terminates, splices, tests, troubleshoots, and maintains fiber optic cabling using appropriate tools and testing equipment; diagnoses connectivity issues and escalates complex technical problems as appropriate.
• Provides professional customer service by communicating with customers regarding scheduled work, service interruptions, work performed, equipment or service operation, and required follow-up.
• Maintains accurate records of work performed, labor, materials, equipment and serial numbers, test results, photographs, service notes, and other required job documentation.
• Protects the confidentiality, security, and integrity of customer and company information, equipment, and property.
• Follows company safety policies, OSHA requirements, and job-site procedures, including the proper use of personal protective equipment (PPE), tools, testing equipment, ladders, lifts, and bucket trucks when trained and authorized.
• Maintains clean, organized, safe, and professional customer work areas, vehicles, tools, equipment, and company facilities.
• Adapts to changing customer needs, technologies, work environments, schedules, and departmental priorities.

Qualifications

• Computer Experience: Basic personal computer skills, including email, word processing, databases, spreadsheets, and related business applications. Experience with managed IT services, networking equipment, firewalls, Wi-Fi systems, hosted voice or telecommunications services, job-planning tools, and customer relationship management systems is preferred.
• Technical Experience: Related experience or training in telecommunications, low-voltage cabling, fiber optics, network installation, electrical work, construction, or field service is preferred.
• Installation Experience: Experience installing and testing cabling, patch panels, racks, faceplates, keystones, wireless access points, or fiber optic infrastructure is preferred.
• Network Troubleshooting: Basic experience with routers, switches, Wi-Fi equipment, PCs, and network connectivity troubleshooting is preferred.
• Training and Credentials: OSHA 10, fiber optic training, lift training, bucket truck experience, or manufacturer installation credentials are preferred.
• Color Identification: Ability to identify and distinguish telephone cable, fiber color codes, and low-voltage cabling colors.
• Planning/Organization: Ability to prioritize, handle multiple tasks and organize assignments simultaneously.
• Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals, technical specifications, customer requirements, scopes of work, and service agreements. Ability to write routine reports, correspondence, job planning notes, and technical support information for customer solutions. Ability to communicate effectively with customers, employees, sales staff, vendors, and management, including the ability to explain technical information in clear, customer-friendly terms. Bilingual in English and Spanish is desirable.
• Mathematical Skills: Ability to add and subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percents and to draw and interpret graphs.
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Certificates/Licenses

• A valid driver's license issued by the state in which the employee resides.

Education and/or Experience

High school diploma or General Educational Development (GED) certificate required.

Physical Activity Level

• Stand: 1/3 to 2/3 of the time.
• Walk: 1/3 to 2/3 of the time.
• Sit: 1/3 to 2/3 of the time.
• Use of hands to handle or feel: More than 2/3 of the time.
• Reach with hands and arms: More than 2/3 of the time.
• Climb or balance: 1/3 to 2/3 of the time.
• Stoop, kneel, crouch or crawl: 1/3 to 2/3 of the time.
• Talk or hear: More than 2/3 of the time.
• Push or pull: 1/3 to 2/3 of the time.
• Drive: 1/3 to 2/3 of the time.
• Keyboarding: More than 2/3 of the time.
• Ability to lift and/or carry up to 10 pounds: More than 2/3 of the time.
• Ability to lift and/or carry up to 25 pounds: 1/3 to 2/3 of the time.
• Ability to lift and/or carry up to 50 pounds: Less than 1/3 of the time.

Work Environment

• Work near moving mechanical parts: Less than 1/3 of the time.
• Fumes or airborne particles: Less than 1/3 of the time.
• Toxic or caustic chemicals: Less than 1/3 of the time.
• Work in high, precarious places: Less than 1/3 of the time.
• Outdoor weather conditions: 1/3 to 2/3 of the time.
• Risk of electrical shock: 1/3 to 2/3 of the time.

Working Conditions

Regularly exposed to outside weather conditions and/or an indoor shop environment with adequate ventilation. May be required to climb ladders and work in tight spaces, including attics and crawl spaces. Must be able to lift and carry up to 50 pounds independently and use team-lifting or mechanical assistance for heavier items. Must be able to operate a motor vehicle. Bucket truck experience is preferred.

• Environment: Outside and inside.
• Physical Activity Level: Moderate physical activity involving somewhat strenuous daily work of a primarily technical nature.
• Manual Dexterity: Manual dexterity sufficient to reach/handle items and work with fingers.
• Noise: Moderate noise levels, such as a business office with computers and printers, light traffic, or occasional heavy equipment.

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