Network Operations Field Tech

Network Ops Field Technician

Department: Business Solutions/Network Operations

Reports to: Network Ops Field Team Lead

FLSA Status: Non-exempt

Job Summary

Installs, tests, maintains, and repairs various technology solutions, including but not limited to, VoIP Phone Services, High Speed Internet, Digital Television, IP Cameras, Home Security, and Home WiFi Networks.

Duties and Responsibilities

· Install and repair residential and business service.

· Install optical network terminals (ONTs) at customer premise. Extend services from the ONT to various customer network equipment such as routers, switches, video set top boxes, computers, phones, and other IP equipment.

· Install and maintain customer networks, including wired LAN networks and wireless Wi-Fi networks. Assist and educate customers with connecting devices to the network.

· Respond to trouble tickets within acceptable company timeframe standards.

· Troubleshoot Customer Premise Equipment (CPE) and engage with customers to resolve issues and recommend appropriate solutions.

· May perform testing and splicing of fiber optic cables as needed to assist construction.

· Complete and close trouble tickets, service orders, time sheets, and required training within established timeframes.

· Record and report all record changes immediately to Service Center.

· Maintain a clean and organized service vehicle stocked with necessary tools and inventory required to perform daily job duties.

· Represent West Carolina and its affiliates in a positive manner, championing the company as a key player in the local community.

· Performs other duties as assigned by management*.

The duties and responsibilities outlined herein are intended to describe the general nature and level of work performed by employees in this position. This list is not exhaustive, and the employee may be required to perform other duties as assigned to meet the organization’s needs.

Knowledge, Skills and Abilities

· Knowledge of fiber to the home (FTTH) technology and equipment.

· Knowledge of VoIP communications and IP technology.

· Knowledge of WiFi standards and best practices.

· Knowledge of company products and services to make referrals and help in the selling process and to be a trusted advisor.

· Knowledge of Microsoft Office suite of products.

· Knowledge of company policies, procedures, and safety standards.

· Skill in safely operating service equipment including various hand tools and test equipment.

· Ability to communicate with co-workers and various business contacts in a professional and courteous manner during sensitive and confidential situations.

· Ability to configure and troubleshoot IP equipment and networks using basic protocols such as telnet, ping, IP config, FTP, etc.

· Ability to read and interpret technical documents such as operating and maintenance instruction manuals, technical specifications, troubleshooting procedures, etc.

· Ability to pay close attention to detail.

· Ability to function as a team player and work independently and make sound technical decisions using information at hand.

· Ability to actively participate in a team environment that fosters forward thinking, innovation and creativity to meet the needs of the company now and in the future.

Education and Experience

Minimum Requirements: Valid Driver’s License. High school diploma or equivalent. Associate’s degree or equivalent, or 2+ years of relevant work experience.

Preferred Qualifications: Low voltage wiring experience, A+ and or Net+ certification

Working Conditions & Physical Requirements

· Work is routinely performed outdoors in extreme weather conditions in environments with elevated noise levels for network and equipment maintenance.

· Must be able to lift up to 50 pounds.

· Ability to work in tight spaces while bending, twisting, and reaching.

· Must be able to travel to and move around work sites of all terrains during various weather conditions.

· Must be able to safely operate computer, company vehicle, and test equipment.

· Must be able to communicate and collaborate with coworkers and various business partners virtually, face-to-face, and over the phone.

· Ability to work an on-call schedule rotation as well as normal business hours, evenings, weekends, and holidays as required.

· Travel and overtime as required.

*To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

West Carolina is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, disability, marital status, citizenship, pregnancy or maternity, veteran status, or any other status protected by applicable national, federal, state or local law.