Universal Technician I - Tech Ops

Description

JOB TITLE: Universal Technician I

DEPARTMENT: Technical Operations 

JOB SUMMARY

• The Universal Technician I is the first step in a progression to a Universal Technician III. The Universal Technician I is required to transition into a Universal Technician II within 6 months and a Universal Technician III within 12 months.
• The Universal Technician I is responsible for all aspects of the installation of the CATV/fiber drop system from the tap/enclosure to the TV in customers’ homes. This includes the outside drop, activation of the drop, proper NEC grounding, proper splicing of fiber, placement and installation of fiber NID, proper signal termination, placement of all electronics in the home to include splitters, set top converters and modems, ONTs and phones, customer education on specified home premise equipment and wreck out/removal of abandoned cable on the home. 
• Interfaces with the following positions within the organization: Business Operations, IP Group, OSC, Technical Support, and Telesystem. 

Reports to a Customer Facing Supervisor, there are no direct reports to this position.

ESSENTIAL JOB FUNCTIONS:

• Timely and accurate completion of all installation work orders assigned daily;
• Performing the basic installation related to BAU, including new connect, reconnect, disconnect, converter installation (HD/DVR/DIG), wall fish, additional outlets, rewires, and customer education;
• Maintaining a working relationship with managers and maintenance people in assigned areas;
• Performing the basic installation related to BEX, including HSD and Wireless;
• Performing installation related to Buckeye Phone, including alarm configurations;
• Reporting any system problems or damages to the Customer Facing Supervisor or the Operations Support in a timely manner;
• Performing the basic functions related to troubleshooting and diagnostics of service problems;
• Driving a Company vehicle to and from various job sites in the performance of regular job functions; 
• Safely operating all equipment essential to complete work, including but not limited to extension ladders and bucket trucks and staying within safety weight limits;
• Completing service orders clearly, completely, and accurately, per procedure on a timely basis;
• Maintaining inventory of all cable equipment in their possession;
• Reading cable and fiber blue prints;
• Using proper phone, text and email etiquette;
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times;
• Performing any miscellaneous department duties as needed.

Requirements

JOB REQUIREMENTS

Education and Experience

• High School diploma or equivalent - required
• Physical ability to climb poles and ladders - required
• Physical ability to lift 80 pound objects - required
• Attention to detail – required
• 1 year of previous experience in the Telecommunications industry – preferred
• Successful completion of training course and test within 90 days of start date.

Other Requirements

• Verbalize a commitment to provide value service to the contracted customer;
• Verbalize an interest and commitment to meeting the goals of the Company through assisting customers;
• Background record that meets Company standards;
• Valid driver’s license and driving record that meets company standards at all times;
• Reliable means of transportation at all times;
• Present professional appearance and demeanor;
• Strictly maintains confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so.

Core Competencies

• Agile – Embraces change; adaptable and flexible; sense of urgency;
• Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
• Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
• Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict;
• Accountable – See it, Own it, Solve it, Do it; Hold each other accountable.

PHYSICAL DEMANDS 

Walking, kneeling, standing, regularly lifting up to 80 pounds, stooping, crawling, climbing telephone poles, stairs, and ladders, sitting, driving, hearing, talking, vision, use of hands and fingers to grasp, hold, pick-up, rotate, keyboard, etc.

Ability to work at elevated heights upwards of 30/40 feet for extended time. Ability to work in confined spaces (attics and crawlspaces) for extended time.

WORKING CONDITIONS

• The regular shift for a Universal Technician I is 8 hours a day, 5 days a week;
• Overtime, including holidays, weekends, and nights as required by the Company. The Universal Technician I may be mandated to work overtime.
• Call-out duty when necessary and assigned by the Supervisor Technical Operations;
• The Universal Technician I completes a majority of the work off Company premise and outside in all weather conditions.
• The Universal Technician I regularly drives a Company vehicle in the performance of his/her job duties and therefore must maintain a driver record that meets insurability standards. As such, the Universal Technician I is subject to periodic records check, and will be required to give written approval upon request. 
• The Universal Technician I regularly carries, lifts, places and climbs a ladder in the performance of his/her job duties. This includes removing and replacing the ladder on the top of the truck.
• The Universal Technician I works in a competitive environment, and as such works to consistently present a positive, proactive meeting of customer needs.
• Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
• The duties assigned, the hours worked, and the status of this position are subject to change as the needs of the company changes.

USE OF COMPANY RESOURCES, EQUIPMENT, AND CONFIDENTIAL INFORMATION

Company resources, equipment, and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of Company resources, equipment, or information is strictly prohibited. Any unauthorized use of customer data or any other company information gained via any company resource is a breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources, equipment information, and/or breaches of confidentiality may be cause for termination of employment.

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.