JOB DESCRIPTION
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JOB TITLE: Installation Technician
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STATUS: Non-Exempt
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DEPARTMENT: Operations
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REPORTS TO: Service Delivery Manager
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FULL/PART-TIME: Full-Time – Requires on-call hours
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LOCATION: Hybrid – Minimum 2 Days p/week in office (Syracuse or Holland Patent, NY). Preferred candidates will be within a 40-mile radius of either office.
OUR CULTURE:
At Northland, we don’t believe in ceilings. We encourage personal and professional development by maintaining a challenging and rewarding work environment. We believe you are the creator of your own destiny and that you will make the most of your career through hard work, dedication, and initiative.
THE MISSION:
To ensure that all Northland products and services are provisioned, installed, and supported with the highest level of service.
SUMMARY ROLES/RESPONSIBILITIES:
- Take ownership of customer installations from start to finish—from initial review of the order through final cutover and validation
- Install and configure voice and data services for customers at their locations
- Deliver a professional, high-quality experience during every onsite interaction
- Focus on service activation, equipment setup, and configuration rather than physical cabling or fiber installation
- Work closely with Project Coordinators, Provisioning, and NOC teams to complete installs successfully
- Ensure services are fully installed, tested, and working as expected at the time of cutover
INSTALLATION TECHNICIAN JOB DUTIES:
KEY RESPONSIBILITIES-
Complete surveys for all products and services
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Manage assigned installations from kickoff through completion, ensuring a smooth and successful customer experience
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Install, configure, and troubleshoot Northland products and services onsite
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Review service orders and scope of work to make sure everything is delivered as expected
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Program and deploy equipment such as phones, routers, switches, and related devices
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Perform service cutovers, including number porting and activation
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Test and validate all services after installation to confirm everything is working correctly
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Coordinate with internal teams to keep installs on track and on time
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Work with Project Coordinator and customer to ensure smooth installations.
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Attend site visits with customer, internal departments, and coordination of work with all pertinent parties (landlords, customers, contractors, internal)
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Work with and assist customers with deploying software or applications needed to maintain Northland products and services, including operating systems, Windows, MS Office; computer support including PC’s, server hardware, configurations and troubleshooting.
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Keep documentation accurate and complete all required administrative tasks in internal systems
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Work with vendors and partners as needed to support installation and service delivery
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Reserve and manage telephone numbers and update internal systems as required
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Assess customer environments and recommend appropriate configurations
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Support continuous improvement by providing feedback on processes and installation experience
TECHNICAL RESPONSIBILITIES
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Configure and troubleshoot basic networking environments, including:
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Ethernet, TCP/IP
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VLANs, DHCP
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QoS, PoE
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Firewalls
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Deploy and configure customer-premise equipment such as:
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IP phones
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Routers and switches
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Voice and internet-related devices
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Support service provisioning workflows using Northland systems and platforms
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Work with carrier and vendor partners to support installation and service delivery
CAREER PATH - SENIOR INSTALLATION TECHNICIAN JOB DUTIES:
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Includes all essential job duties above
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Training, assisting, and mentoring other team members.
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Lead large complex installations for all products, services, and third-party applications.
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Build and enhance team member relationships by collaborating with all departments to address common issues, make recommendations and assist with facilitating a positive customer experience.
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Assist with creating and updating internal resources such as knowledge base, SOPS, product manuals.
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Acquire and maintain training and certifications as required.
SUPERVISORY RESPONSIBILITIES: None
MINIMUM JOB QUALIFICATIONS:
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High school degree required, Experience with PC required and ability to work independently.
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Previous experience in a customer facing technical role (field service, install, or support)
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A valid driver’s license and transportation
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Some data related background and ability to setup and troubleshoot networking issues related to VOIP issues.
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Strong Customer service and communications skills
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Good working knowledge of Category 3, 5, 5E and 6 voice/data wiring platforms, and industry color codes and standards.
PREFERRED JOB QUALIFICATIONS:
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Associate degree with 1 –2 years of experience in telephone or electronics experience
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Familiarity with firewalls and network equipment.
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Familiarity with hosted phone systems and features
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Understanding of data networks as applied to VOIP communications.
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Understanding of voice transmission delivery methods and the types of service provided across copper, fiber, POTS, T1, T3, SIP, CAS, VOIP Transmission, analog transmission, digital transmission etc.
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Familiarity with high-speed data, what it’s used for and how it’s delivered.
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Certifications for A+, Network + and Security +
SCORECARD METRICS:
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Goalof6% or less of TT opened30 days after installation.
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Completion of NorthX Installations within 45 days of contract signing.
LICENSES/CERTIFICATIONS:
A valid driver's license or ability to access transportation to attend work group and organization meetings is necessary.
PHYSICAL ACTIVITIES AND REQUIREMENTS:
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Ability to climb, kneel, crouch, reach, sit, stand, walk, lift, use fingers, grasp, feel, talk, hear, and perform repetitive motions.
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Ability to exert up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects
EQUIPMENT AND MACHINES USED:
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Ability to use to use voicemail, telephone, calculator, computer, printer, digital telephone, fax machine, cell phone
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Ability to use the following software: Microsoft Word, Excel, Outlook Express (E-Mail)
ENVIRONMENTAL CONDITIONS:
The employee is subject to the following inside and outside environmental conditions: adverse driving conditions, confined spaces, heights, and noise.
EMPLOYER'S DISCLAIMER:
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All offers of employment are contingent on successful results from a background check. If results are not acceptable to the company, the company reserves the right to rescind its conditional offer of employment.
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All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
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This job description in no way states or implies that these are the only duties to be performed by the employee holding this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties required by their office.
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This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
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We are an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.
