Job Summary:
Customer Service Excellence: All jobs carry with them an overriding responsibility to provide extraordinary customer service in terms of quality, timeliness, and assistance. A commitment to service excellence is expected of all employees as they perform their tasks.
General Summary: Installs, maintains, and services voice, video (CATV/IPTV) and broadband services (IP, PBX, UC), copper and fiber optic cable lines and protection devices (NID/ONT), subscriber loop carrier systems (DLC & DSLAMS), and customer-owned wiring, including home networking. May also diagnose and repair trouble in switching equipment, computers, transport equipment (TDM / Ethernet), wireless systems (PTP & PTMP), and emergency power sources (battery plants, standby generators, etc.)
Coordinates with other departments on service installations and changes necessary to update billing, plant facilities, and other company records. Completes all installation and repair-related forms and reports. This position assists with routine tasks associated with the Telco/customer LAN and computer systems.
Works with the Lead Technician and/or management to identify new revenue
opportunities, develop and implement marketing plans and strategies and informs (educates)
community on products and services.
Duties/ Responsibilities:
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Increase Job Knowledge by supporting Technicians II & III with their duties.
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Maintain a level of knowledge that would allow a timely installation and maintenance of systems, to adequately perform job duties in a timely and efficient manner.
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Communicates effectively so complete and accurate records for the network may be maintained according to Company standards and procedures.
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Installs and repairs all plant related infrastructure including but not limited to cable (copper & fiber), wireless, DLC/DSLAM systems, NIDS/ONT’s, modems, set top boxes, and customer owned inside wiring including home networking.
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Performs copper and fiber splicing to NID / ONT devices and the main distribution frame at the central office.
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Locates buried plant (copper and fiber)
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Assist Construction Team with installation of the fiber cable to the dwelling
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Provides On Call support and responds to service affecting outages and emergency situations
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Work is normally performed in all weather conditions, noise levels, hazardous conditions, and full range of outdoor and indoor work surfaces
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Maintain a clean and secure environment of company assets and property
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Maintain good attendance and appearance
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Overtime may be required to meet project deadlines
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Travel as necessary to meet demands of the business
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Must have a valid (State) driver’s license and be insurable by Highline insurance carrier. Background check will be performed.
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Performs other related duties as assigned
Competencies:
Proficiency: Demonstrate proficiency in the following areas: Internal candidates must encompass skill set of a Broadband Technician and also be proficient in 12 of 24 or 50% of the following categories. Entry level technicians hired with few skill sets will be considered Apprentice until expertise is reached. External candidates who need training on basic knowledge will be given the title of Apprentice Technician.
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Work is normally performed in all weather conditions, noise levels, hazardous conditions, and full range of outdoor and indoor work surfaces
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Maintain a clean and secure environment of company assets and property
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Maintain good attendance and appearance
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Overtime may be required to meet project deadlines
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Travel as necessary to meet demands of the business
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Must have a valid (State) driver’s license and be insurable by Highline insurance carrier. Background check will be performed.
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Cable locates (Copper & Fiber)
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Installation and maintenance of voice and data (DSL, ADSL, VDSL, EOC, FTTH) services including but not limited to cross connects at central office and service terminals, mainline cable service drops, NID, and inside wiring.
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Installation and maintenance of video (CATV /IPTV) services, including but not limited to Coax Plant, VDSL, set top box provisioning and headend maintenance.
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Copper and fiber splicing and maintenance including but not limited to cable preparation, color code identification, installation, and reentry of splice closures, splicing and grounding.
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Coax splicing and maintenance including but not limited to operating test equipment (DSAM), cable preparation, installation and reentry of taps and amps, splicing and grounding
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Operating service equipment including bucket truck, various hand tools, copper and fiber testing equipment (Greenlee, EXFO, OTDR, Power Meter, etc.) and copper and fiber splicing equipment (710, MS², Fusion Machine, Splicing Trailer).
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Reading, interpreting, and maintaining documents such as cable records, plant maps, staking sheets, circuit diagrams and operating and maintenance instruction manuals.
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Demonstrate basic engineering skills to include but not limited to performing site surveys and creating network / plant drawings to assist engineering, provide redlines post project completion, assign inventory and perform monthly inventory true-up.
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Installation and maintenance of wireless Point to Point (PTP), Point to Multipoint (PTMP) (Cambium, Mercury, Trango, etc.,), WiMAX, network design, installation, and maintenance.
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Obtain Tower Climbing Certification
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Installation and maintenance of DLC /DSLAM systems (Adtran, AFC, Calix, Positron, etc.) relevant to the operations.
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Installation and maintenance of Unified Communications Hosted Platform (ANPI /TOLY)
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Installation and maintenance of PBX Systems
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Installation and maintenance of TDM Circuits (PRI, DS1, DS3)
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Installation and maintenance of Optical Circuits (OC3, OC12, OC48 etc.)
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Installation and maintenance of IP delivery (Ethernet, Ethernet over Copper (EOC)
Knowledge:
Demonstrate knowledge in the following areas: Internal candidates must demonstrate knowledge in all areas.
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Knowledge of telecommunications materials, supplies, and equipment relevant to the operations
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Knowledge of company purchasing policies.
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Knowledge of company products and services.
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Knowledge of company policies and procedures.
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Knowledge of company time reporting process and account codes
Abilities:
Demonstrate ability in the following areas: Internal candidates must demonstrate ability in all areas.
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Ability to communicate with co-workers, customers, and various business contacts in a professional and courteous manner.
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Ability to pay close attention to detail.
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Ability to work independently and make sound technical decisions using information at hand.
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Ability to effectively function as a team player.
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Ability to organize and prioritize multiple work assignments.
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Ability to multitask while maintaining a high level of attention to detail
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Ability to communicate, both oral and written (electronic), in a professional and courteous manner
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Ability to climb ladders and work at heights of 200 feet (Applicable to Wireless Operations)
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Ability to work well with limited supervision
Experience and Education:
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Internal Candidates: Minimum of 1-year experience as a Broadband Technician is required
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External Candidates: Must be performing similar duties to those of a Broadband Technician I, or display proficiency, knowledge, and ability from current or previous experience to the satisfaction of Management.
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High School Diploma or GED
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Two-year technical college degree (coursework) in electronics, fiber optics and telecommunications technology or equivalent telephony experience in the installation and maintenance voice, video, and data services over copper, fiber and wireless networks is strongly preferred.
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Network + certification preferred
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External Candidates may not have experience with the same equipment and systems used at Highline but must be able to display to the satisfaction of Management that they possess the proficiency, knowledge, and ability of a similar depth and breadth as described in the list of requirements.
Requirements:
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Prolonged periods working outdoors
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Must be able to pass pre-employment drug screen (and Random Selections)
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Must wear Personal Protective Equipment and use safety equipment, as designated
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Must be able to lift up to 50 pounds at times
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May be required to work on-call or long hours in case of network malfunction.
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Must be able to bend, stretch, kneel, and squat to perform repairs and inspections (Tower or pole climb may be required)
Job Type: Full-time (Non-Exempt)
Highline Services, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
