Installation and Repair Technician II

IT’S NOT GOING OUT OF OUR WAY; IT IS OUR WAY! 

At United Communications, we seek excellence in everything we do. We make it our mission to think ahead, make it easy, and make it personal. Every time. We’ve had the home team advantage for over 75 years, and we’re proud to serve the communities where we live, work, and play. This is an exciting opportunity to join a company in its growth stage, offering immense potential for personal and professional development. 

SUMMARY

The Installation and Repair Technician is responsible for installing and repairing communication lines and services for residential and business customers, including telephone, high-speed internet, and digital TV. This role requires a strong commitment to safety and the ability to deliver exceptional customer service. Additional responsibilities include troubleshooting service lines and wireless CPE, responding to customer requests and complaints, and operating company equipment.

POSITION SCHEDULE AND ONSITE REQUIREMENTS

This is a direct-hire, full-time, hybrid position based out of our Chapel Hill, TN, location.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties include the following, but other duties may be assigned as required.

• Perform and complete installations, troubleshooting, and repairs for connects, upgrades, and relocates for telephone, high-speed internet, and Digital TV customers.


• Plan and complete installations for new services and equipment for customers by installing copper and fiber drops, network interface devices, ground wires, in-home wiring, station protectors, jacks, modems and wireless routers, and set-top boxes per company standards.


• Recognize and inspect existing ground wiring or make new ground according to Company policy to protect employees, customers, and equipment from electrical shock or damage.


• Recognize and understand how to configure customers' equipment to connect to the internet via a modem or wireless router and set up IPTV service, including connecting standard consumer electronic devices such as DVD players, computers, laptops, tablets, smartphones, and telephone handsets.


• Understand, maintain, and repair existing equipment by using test sets to locate line or equipment trouble and determine necessary repairs.


• Repair, replace, and splice aerial and underground cable (copper and fiber) to restore services to the system specifications.


• Complete and maintain records as required, including entering all necessary information on work orders to ensure accurate documentation in the customer’s account.


• Clean, maintain, and organize stock for company vehicles, ensuring equipment is prepared for safe operation and upholds the highest brand standards.


• Provide exceptional customer service by educating customers on product and service usage while recommending solutions to meet their needs.

REQUIREMENTS

• Minimum of one year of experience in telecommunications. 


• Previous technical support experience preferred.


• Strong technical aptitude for troubleshooting and resolving customer issues.


• Valid TN driver’s license with satisfactory driving record required.


• Proficient in process standardization and documentation, including the creation and maintenance of written procedures, training materials, and network records.


• Skilled in using various services and office equipment, including personal computers, phone systems, software applications, hand tools, electric tools, and test sets.

CORE COMPETENCIES 

• Ability to work effectively in a high-intensity, dynamic, and rapidly changing technology environment.


• Excellent customer service skills with strong time management and multitasking abilities. 


• Ability to work both independently and as part of a team.


• Proficient in PC software installation, support systems, email, and Microsoft Office Suite.


• Strong written and verbal communication skills. 


• Self-motivated, detail-oriented, and organized, with the ability to work efficiently to meet deadlines.


• Ability to effectively articulate complex situations to colleagues with varying degrees of network knowledge.


• High level of integrity and professional values.