Installation and Repair Technician

Job Description

Job Description

General Summary:

Installs, maintains, and services customer premises equipment used to deliver voice, data, video, and home security services to residential customers. Typically installs necessary wiring, station protectors, fiber ONTs, and related Wi-Fi equipment needed to provide strong signal coverage through the home.  Also performs initial wiring or rewiring for new subscriber systems. Performs other work as business needs demand, including but not limited to installing, repairing, and supporting outside plant facilities generally used to provide residential and business services.

Essential Job Functions:

•    Installs telecommunications services by identifying and connecting correct wires in a pedestal or on a terminal block, installing inside wiring with proper bonding of ground, installing copper and optical equipment, and testing.
•    Installs broadband and cable TV services and associated equipment such as set-top boxes, routers, Wi-Fi access points, surveillance cameras, home security systems, and related network equipment.
•    Supports data networking equipment for residential customers including switches, routers, access points, ONT’s, set top boxes, surveillance cameras, security systems and customer devices.
•    Maintains and repairs existing equipment by using test equipment to locate line trouble. Determines necessary repairs which may include repairing wiring, station protectors, ground connections, running new wires and replacing jacks, or replacing bad fiber cables or related equipment.
•    Checks fiber drops and records proper readings; uses test equipment and interprets readings to locate line trouble; localizes line trouble, determines necessary repairs, and changes cable pairs or fiber pairs if required.
•    Repairs trouble in cable plant, drop cable, station wiring, and customer premise equipment; works with central office personnel to diagnose and repair trouble in carrier systems and related equipment.
•    Installs and supports home security systems including controller panels, sensors, cameras, Wi-Fi repeaters and related accessories.
•    Acts as initial contact for members of the public with the Company and is expected to act as public spokesperson for the Company, often explaining difficult or complicated information
•    Communicates independently, effectively, clearly, and professionally with customers, outside technical staff, employees, supervisors and managers; establishes and maintains considerate and cooperative relationships with co-workers, supervisors and customers
•    Coordinates with accounting, commercial, and other departments on service installations and changes to update billing and other company records.
•    Complies with all RUS specifications, industry standards, safety rules and regulations, and company policies.
•    Completes all installation and repair-related forms and reports.  Ensures all work is well documented in the billing system.
•    Performs all other related duties as assigned by management.*

*These tasks do not meet the Americans With Disabilities Act definition of essential job functions and are usually less than 5% of time spent. However, these tasks still constitute important performance aspects of the job.

Knowledge, Skills, and Abilities:

•    Knowledge of basic electronics, specification sheets, and circuit diagrams.

•    Strong computer skills and a working knowledge of software programs such as Microsoft Office, email, web browsers, and other network utilities.  Must have the ability to type.

•    Knowledge of telecommunications plant equipment operations and maintenance.

•    Working knowledge of home security systems – including Qolsys, Honeywell and Alarm.com.

•    Strong knowledge of 802.11 (Wi-Fi) standards, testing, propagation and installation.  Also working knowledge in basic TCP/IP and Ethernet protocols used for residential and small business data networking.

•    Knowledge of company products, services, policies and procedures.

•    Work effectively, with minimal supervision, with other plant and engineering staff.  Assume a rigorous physical workload.
•    Understanding of plant testing techniques for copper and fiber-optic cables.

•    Knowledge of telco plant operations, cable records, RUS and other standards, and splicing techniques and equipment.

•    Skill in operating service equipment including various hand tools and testing equipment.

•    Ability to communicate with co-workers and various business contacts in a professional and courteous manner.

•    Ability to read and interpret documents such as maps, staking sheets, and operating and maintenance instruction manuals.

•    Ability to work independently and make sound technical decisions using information at hand.

•    Ongoing need to stay abreast of telecommunications technology, including fiber-optic cable, GPON, equipment interface standards, Wi-Fi, Ethernet, IP, and home security.

•    Need to stay up-to-date on cable technological developments, especially in fiber optics, splicing techniques, and other regulatory and industry standards.

•    Preparation of trouble reports, work logs, truck logs, and other regulatory/standard forms.

•    One or more years of experience with installing and repairing telephone, DSL, GPON, video, or home security communications services.
•    Must possess the ability to work in confined spaces such as attics and crawlspaces. Must also be able to tolerate the environmental conditions associated with confined spaces.

•    Works with the awareness of the considerable hazards connected with the construction and maintenance of outside plant facilities, including falls, electric shock or flash, falling objects, and traffic; uses protective equipment and safety practices and can provide first-aid and artificial respiration

Education and Experience:

High school degree required.  Knowledge and skills usually acquired through training in basic electricity and/or two or more years of experience in telephone plant operations. A+, Network+, or other IT-related certifications are preferred.