Under limited supervision, verify that the premise wiring and services meet all company installation and service specifications for residential and SMB commercial customers. Perform basic to complex installation, troubleshooting and repair of video, internet, telephone services from tap to Customer Premise Equipment (CPE) or other demark locations for residential and small to medium commercial customers. Perform quality control inspections by reviewing work completed by contract & in-house technicians. Test and repair network hardware for residential and commercial customer services. Provide exceptional service to customers as well as their technical representatives, ensuring that Charter services interface as expected with business systems.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Perform quality control inspections and repair residential and complex residential and commercial customer premise HFC network workmanship of in-house and service partner workforces to ensure compliance with quality and safety guidelines (includes compliance with requirements outlined in applicable regulations such as OSHA and FCC and following procedures as outlined in the Customer Premise Network Installation (CPNIQ), Technical Quality Assurance (TQA), National Electric Code (NEC), National Electrical Safety Code (NESC), other Installation, Technical Operations, Safety Manuals, and Employee Handbook).
Perform basic to complex installation of and troubleshoot/repair coax based phone, internet or video services in a residential and commercial environment (small to medium businesses) from the tap to the connection of the CPE; including but not limited to, all necessary wiring of both interior and exterior associated equipment in the forward and return signal path of the customer premise network (CPN).
Configure, install, and maintain Network Wi-Fi products to routers, gateway servers, Ethernet switches, and wireless access points and other components within HFC.
Interact with business customers and their representatives, demonstrating an understanding of and regard for the unique priorities of business clients. Work with customer technical support personnel to diagnose and correct service related issues.
Respond to equipment failures, troubleshoot and repair equipment while providing the customer with productive communications regarding repair process.
Assist supervisor in following up on unacceptable workmanship to ensure work is completed to
Recognize and escalate to a supervisor persistent service problems or other observed factors that could impact the ongoing relationship between Charter and a business customer.
Follow security procedures to prevent any unauthorized services.
Utilize and demonstrate proficiency with tasks, tools, test equipment and information that will enhance business results.
Enter inspection findings in established company database in accordance with policy and procedures.
Maintain accurate records including time worked, daily logs, gas sheets as required; properly record all required information on data devices and/or work orders.
Operate communications device in accordance with company policies.
Operate a company vehicle in a safe and responsible manner; Clean, maintain, stock, and secure assigned vehicle and equipment, in accordance with company policies.
For applicable systems: Perform repair and maintenance on voice systems; Installing, uninstalling and reconnecting NEU devices and backup powering; Initiating DHCP script.
Adhere to industry specific, local, state and federal regulations, as applicable.
Know, understand and follow company policy.
Perform other duties as requested by supervisor.
Skills/Abilities and Knowledge
Ability to adhere to local, federal regulations and company policies
Advanced understanding of the TCP/IP stack and associated abstraction layers
Advanced knowledge of network designs, network architectures, and network topologies
Ability to inspect and repair aerial and underground HFC drop system
Ability to prioritize and organize effectively
Ability to positively influence others and facilitate change to resolve quality issue
Ability to read, write, speak and understand English
Ability to carry, climb and operate extension ladder (approx. 32 ft. high and 90 pounds)
Ability to differentiate between different sizes and colors of wires
Ability to make cable connections in tight spaces by bending, reaching, twisting
Ability to use the following hand tools: electric drills, hammers, wrenches, screwdrivers
Ability to walk over all types of terrain in all kinds of weather while carrying tools and equipment, including gaffs, ladders, and fully loaded tool belts
Ability to drive Company vehicle in a safe and responsible manner
Ability to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of that equipment
Ability to work while standing 50 - 70% of the time. Ability to work with small components and wires to make cable connections
Ability to travel (including during inclement weather) to and from assigned territories and company facilities
Familiarity with computer operating systems, a myriad of consumer and commercial communications devices (e.g., PDAs, smartphones, routers, modems, converters, and wireless devices), and computer software applications
Ability to complete documentation accurately
Experience working with complex structure cabling, including Cat 5/6 cabling
Experience in configuring and installing routers, Internet gateway services, Layer2/3 Ethernet switches and wireless access points in commercial environments
Certifications and/or Licenses
Valid driver's license with satisfactory driving record within Company required standards
Industry and vendor specific certifications and training (NCTI, SCTE) CCNA or other industry accredited certification
High School Diploma or equivalent work experience
Related Work Experience
6 months+ Field Technician IV and/or V, or equivalent work experience
1+ years IP networking experience
Installation and repair of WAN/LAN and wireless router related equipment experience
Experience and knowledge of POTs services, IP networking, PBX, point of sale equipment
Knowledge of basic mathematics and electronics
Knowledge of drop loss calculations
Knowledge of National Electric Code and National Electrical Safety Code
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.
FCC Unit: 13533
Business Unit: Field Operations
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