Connected Solutions - Field Technician
Department: Connected Solutions
Job Status: Full Time
Section: Installation Services
Reports To: Field Supervisor
FLSA Status: Non-Exempt
Amount of Travel Required: Up to 90%
Grade/Level: CSR1
Positions Supervised: None
Work Schedule: Standard business hours are Monday through Friday, eight hours a day, forty hours a week. Additional hours may be required based on workload and requirements.
POSITION SUMMARY
Responsible for on-site service to all customers of Connected Solutions. This includes the installation, maintenance, testing, and repair of telecommunications systems, including cable, fixed wireless, satellite, and fiber optic technologies to MDU (Multi-Dwelling Unit), Residential and Commercial sites. This position is required to be able to train others, identify problems, and make recommendations for improvement. This includes, but is not limited to assessment of new technologies, systems and processes. This position requires technical proficiency, strong troubleshooting skills, and a commitment to safety and quality workmanship in both residential and commercial environments. This position will require a significant amount of time in the field and will occasionally require overnight stays in hotels. This role will also perform feasibility evaluations of new programs. Lastly, the technician will provide detailed feedback to Connected Solutions on every order completed and serve as the resident expert on installation, testing and repairs.
ESSENTIAL FUNCTIONS
Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential function and basic duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions and basic duties.
Essential Functions Statement(s)
-
Install, configure, and activate telecommunications equipment including, but not limited to, modems, routers, antennas, receivers, and optical network terminals (ONTs).
-
Perform structured cabling, fiber splicing, and terminations for fiber-to-the-home (FTTH), MDU, and enterprise networks.
-
Mount, align, and test fixed wireless and satellite dishes to ensure optimal signal quality.
-
Run coaxial, category, and fiber optic cabling in indoor and outdoor environments.
-
Conduct system diagnostics using appropriate test equipment (signal meters, OTDRs, spectrum analyzers, etc.) to ensure signal integrity and compliance with standards.
-
Identify and correct issues related to signal loss, interference, grounding, and equipment malfunction.
-
Verify service performance through end-to-end testing and customer confirmation.
-
Respond to service calls to troubleshoot and repair MDU, cable, fiber, satellite, and fixed wireless systems.
-
Replace or repair damaged cables, connectors, or hardware components.
-
Perform preventative maintenance and document findings to reduce repeat service calls.
-
Communicate clearly with customers, property managers, and other stakeholders regarding installation or repair status.
-
Ensure all work meets quality, safety, and code standards.
-
Complete work orders, equipment logs, and system diagrams accurately using digital platforms or company systems.
-
Interpersonal skills required to greet, educate and interact with customers, partners, and technicians.
-
Ability to identify failures of other technicians and teach proper procedures.
-
Comfortable speaking with small groups of technicians.
-
Continuous measurement of personal performance metrics.
-
Ongoing training and development.
-
Ability to think critically and identify areas of improvement or needs in the field and within Connected Solutions.
-
Develop and maintain positive working relationships with other team members within the department and throughout the organization.
-
All other duties as assigned by management.
-
Regular and prompt attendance is a primary function and requirement for this position.
POSITION QUALIFICATIONS
Competency Statement(s)
-
Accountability – Acceptance of responsibility resulting in anticipation / prevention and problem-solving, which includes identifying problems and issues of varying complexities and finding effective solutions.
-
Achievement Oriented – Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations; being ready to act and show tenacity in case of obstacles or resistance.
-
Communication – Actively attend to, convey, and understand the comments and questions of others; shaping and expressing ideas and information with others using the spoken word, as well as expressing ideas and opinions clearly in properly structured, well organized and grammatically correct reports or documents, utilizing language and terminology that is understandable for the reader.
-
Computer Literacy – Effective and efficient use of computers in the working environment. Including a strong understanding of Microsoft office suites and multiple CRM systems. Understanding functionality in MS Excel is required.
-
Customer Focus – Knowing the internal and external customers' needs and acting accordingly; anticipating customer needs; giving high priority to service and customer satisfaction.
-
Detail Oriented – Pay attention to the minute details of a project or task.
-
Ethical / Integrity – Demonstrate conduct conforming to a set of values and accepted standards; be truthful and be credible in the workplace.
-
Goal Planning – Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
-
Initiative – Spotting opportunities within your own circle of influence, anticipating on threats and acting on them; self-starting rather than waiting passively until the situation demands action.
-
Interpersonal – Get along well with a variety of personalities and individuals; showing consideration for and maintaining good relations with others; acting calmly under stress, and not being hasty or impetuous.
-
Problem Solving – Identify problems and issues of varying complexities and find effective solutions within few guidelines.
-
Relationship Building – Effectively build relationships with customers and co-workers.
-
Reliability – The trait of being dependable and trustworthy, which includes being at work during your scheduled times, arriving on time and ready to perform job functions, and demonstrating accuracy with regards to assigned tasks.
-
Safety and Security – Supports and complies with safety and security requirements.
-
Time Management – Utilize the available time to organize, follow a systematic method of performing a task and complete work within given deadlines.
Education
-
High School Graduate or General Education Degree (GED), preferred.
Experience
-
Three to five years in a Field Technician Role.
-
Working knowledge of satellite, coaxial, and fiber optic systems.
-
Proficiency with tools and test equipment such as signal level meters, OTDRs, and fusion splicers.
-
Experience with ISP/OSP plant operations, RF distribution systems, and network troubleshooting.
-
Familiarity with safety procedures including lockout/tagout, ladder safety, and electrical awareness.
Computer Skills
-
Computer literate in a Microsoft Windows environment with the ability to learn new software and application.
-
Microsoft Excel – Intermediate level. Must have the ability to perform basic functions such as updating a spreadsheet, filtering, sorting, importing/exporting documents, and calculating numbers.
-
Microsoft Outlook – Intermediate level. Must have the ability to perform functions such as composing, sending, forwarding and replying to messages, attaching computerized files, utilizing calendar and task reminders, and creating contact lists.
-
Microsoft Word – Intermediate level. Must have the ability to perform functions such as composing, editing, naming and saving documents, formatting text, and printing.
-
Internet Explorer or other web browsers – Intermediate level. Must have the ability to perform functions such as navigating through websites via hyperlinks and searching websites using various search engines and boomerang searches.
-
General knowledge of how to use a calculator, scanner, copy machine, fax machine, printer, telephone and various standard office equipment.
Certificates & Licenses
-
None Required
-
Preferred: Low voltage, OSHA 10/30, Fiber Optic Association (FOA), SCTE, SBCA and CPCT certifications a plus.
Other Requirements
-
Proficient in basic mathematical skills such as adding, subtracting, dividing, and multiplying.
-
Primary language used to perform this job is English.
-
Knowledge of measurements such as length, height, width, inches, feet, and meters.
-
Be able to lift 60-80 pounds and climb 28-36 foot ladders.
-
Ability to work at heights, in confined spaces, and in various weather conditions.
-
Valid driver’s license with acceptable driving record.
-
Be able to pass a pre-employment drug test, criminal background check and MVR (driving record) check.
-
Be able to work a flexible schedule that may include weekends or evenings.
-
Be able to travel on short-notice, and potentially stay away for extended periods.
PHYSICAL DEMANDS
Physical Demands
Lift/Carry
Handling / Fingering
F
51-100 lbs
F
Reach Outward
F
Over 100 lbs
O
Reach Above Shoulder
F
Push/Pull
Squat or Kneel
F
26-40 lbs
F
N (Not Applicable)
Activity is not applicable to this occupation.
O (Occasionally)
Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)
F (Frequently)
Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)
C (Constantly)
Occupation requires this activity more than 66% of the time (5.5+ hrs/day)
Other Physical Requirements
WORK ENVIRONMENT
-
This position involves indoor and outdoor work in residential, commercial, and MDU environments. Travel within a defined region is required, and occasional weekend or evening work may be necessary based on customer demand.
DISCLOSURE
The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Supervisors as deemed appropriate may assign additional functions and requirements. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.
