Senior Field Service Technician - (Juneau, AK Onsite)

• Install, service, and troubleshoot telecommunications equipment including analog or digital systems for video, voice, and data services from the tap or demark location to the customer's home or office. 
• Perform routine service, maintenance, and operations on radio frequency, analog, microwave, fiber optic, and AC/DC components. 
• Refer problems between the demark and headend or distribution center to network technicians. 
• Perform disconnects, reconnects, and relocate services as instructed; repair or replace worn components and faulty connections. 
• Utilize test equipment to measure and adjust signal strength to ensure optimum reception. 
• Perform preventative or corrective maintenance, such as underground cable locates, outage response, rewiring, or upgrading cabling and equipment, impairment mitigation, system drive off, and repairs. 
• Communicate with customers on-site and present additional service offerings.
• Support senior staff technicians and mentor junior technicians with install, test, and repair of custom service orders.
• Responsible for basic vehicle maintenance, truck stock, and following the company’s safe driving and other applicable policies.

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
  • Ability to maintain financial accountability for vehicles, inventory (i.e., test equipment), paperwork, and safety procedures to minimize claims.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
  • Ability to articulate technical information clearly and concisely in written and electronic follow-up reports and work orders and accurately complete written route sheets. 
  • Ability to verbally communicate technical information to customers, contractors, utility workers, fellow employees, and the general public in an effective manner appropriate with all levels of understanding.
• COMPLIANCE - Follows internal controls; protects company and customer confidential information; abides by GCI’s Code of Business Conduct & Ethics.
  • Ability to interpret and accurately apply applicable codes, regulations, policies, procedures, guidelines, etc.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
  • Ability to develop positive rapport with customers; demonstrate fair and equitable treatment of fellow employees and customers.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
  • Ability to organize assignments, equipment, and routing to maximize productivity.
  • Ability to maintain an understanding of telephone/RF standards, safety codes, and terminology as it relates to service orders, repairs tickets, and materials for residential installations and repair.
  • Ability to read and understand system design and city street maps.
  • Ability to operate issued monitoring and test equipment.
  • Ability to operate and interpret data from applicable test equipment required to perform installation, troubleshooting, and repair.
  • Ability to maintain working knowledge of the Company’s products, services and features offered for video, voice, and data services.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively. 

Additional Job Requirements:

This is a senior level position within the telecommunications field service role, functioning in a lead role with the ability to act as “supervisor” if required. Demonstrated advanced proficiency in all areas of function and specialized knowledge in telecommunications installation, modifications, and test procedures. Acts as the subject matter expert (SME) on site and anticipates and prevents problems and roadblocks before they occur. Performs most complex tasks with little to no assistance and must be able to determine system problems and outages. Performs preventative maintenance, repair, and testing of residential and business wiring, programming, and hook up of consumer electronics equipment, security, video, voice, high-speed data, and telephony. Handles complex installations, applying judgement and initiative in analyzing and resolving problems. Ability to work with minimal to no instruction, determining methods and procedures on new assignments. Works with minimal to no supervision and completes tasks accurately and on time with latitude of judgement.

Essential Duties:

Perform complex advanced installation, service, disconnects, testing and repair of Video, Voice, and Data services to include: 

• Perform preventative or corrective maintenance, such as underground cable locates, outage response, rewiring or upgrading cabling and equipment, impairment mitigation, system drive off, and repairs.
• Organize daily workload and perform work utilizing industry standard test equipment and hand tools to install, maintain, or repair services. 
• Explain non-technical procedures, equipment operation, answer customer questions, and promote sales of additional services.
• Evaluate field conditions, perform tests, and measure to determine signal quality.
• Ensure proper cabling from the tap or demark location to the customer premise equipment.

• Communicate with Dispatch or SMC to update and complete service orders or trouble tickets. 
• Assist with new installations and trouble tickets in a timely manner. 
• Verify accuracy of written work order, confirm discrepancies, collect payments and customer signatures, ensure all documentation is updated in a timely manner.
• Escalate issues as needed to the appropriate department or management team. 

• Work with senior technicians and respond to outages or other duties as required.
• Guide, train, and mentor junior technicians.

Additional Competencies:

• Comprehensive knowledge and understanding of system design, city street maps and understand complex network architecture.
• Advanced knowledge and proficiency in complex wiring, troubleshooting, programming, and installation of consumer electronics equipment for security, video, voice, and data services.
• Expert knowledge of company products, services and features offered for video, voice, and data service offerings including features for residential, business, and multi-unit applications or demonstrated background with industry equivalents.
• Ability to receive, understand, implement work orders to completion independently under minimal supervision.
• Capable of programing, operating, and interpreting data from all applicable test equipment required to perform installation, troubleshooting, and repair of residential, business, and multi-unit equipment and facilities.
• Advanced working knowledge of issued monitoring and test equipment.
• Advanced skills to access, navigate, participate in all company database and related reporting programs.
• Comprehensive knowledge of telephone/RF standards, safety codes, and terminology as it relates to service orders, repairs tickets, and materials for residential installations and repair desired.
• Advanced computer skills including internal service order and repair systems for related service or trouble tickets, updating provisioning and routing requirements.
• Ability to evaluate and calculate drop system, multi-unit, and business design criteria.
• Working knowledge and practical application skill in basic analog electrical and optical delivery method.
• Ability to adequately train and mentor Filed Services technicians on various products and processes.

Minimum Qualifications: 

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.
• Minimum of six (6) years in a broadband, data, networking, technical telecom role or related background. *
• Including one (1) year of complex related field experience.
• Upon hire may be required to successfully complete certifications and courses within a defined period, e.g., Defensive Driving, Company on-line Installer, Pole Climbing, AK DOT Bucket Truck, AK DOT approved Flagger Certification. 
• Depending on location assigned may require six (6) months experience living in an arctic environment.

Preferred:

• Associate degree in electronics or relevant field, telecommunications trade school, or equivalent training.
• Telecommunications experience.
• Experience with Multi-Line Hunt and Directory Number Hunt groups.
• Relevant telecom industry or job specific certifications

DRIVING REQUIREMENTS: 

• This position requires driving a company-owned vehicle, company provided vehicle, or use of a personal vehicle on behalf of the company. Must possess and maintain a valid driver’s license, proof of insurance, a satisfactory driving record, and successfully complete Defensive Driving course.

• Subject to adverse weather and driving conditions; Must be able to cope with a remote arctic environment.
• Work includes working inside and outside in typical cold weather conditions.
• Work involves heights up to 40 feet on poles, ladders, and buckets.
• Work performed below overhead construction and in trenches to 10 feet in depth.
• Tasks performed around high-power electrical conductors and gas lines.
• Work areas can be cramped, dark, dusty, damp, wet, stuffy, sticky, smelly, hot and/or cold. 
• May encounter unrestrained animals/pets. 
• High degree of balance, coordination, and strength needed to ascend, descend, and work atop poles, towers, and ladders with tools and equipment safely and routinely. 
• Daily moving, traversing, and positioning self on varied uneven or unstable surfaces such as roofs and in trenches, often hampered by weather elements.
• Safely move, transport, position, install, remove, and maneuver equipment, extension ladders, and supplies of up to 70-pound loads occasionally, up to 50-pounds more regularly, up to 20 pounds frequently.
• High degree of dexterity and coordination to operate hand tools and to connect, separate, and twist multiple smaller items on a daily basis.
• Visual acuity necessary to identify, inspect, observe, and assess details at near, mid, and far ranges.
• Ability to clearly distinguish colors for driving, identifying cables or other electrical components, and safety signage.
• Auditory acuity necessary to operate equipment; capable of distinguishing between equipment signals and the human voice often amidst background noises, such as wind, rain, and traffic.
• Ability to tolerate temperature and weather extremes found in the Alaskan environment (fumes and odors, dust, low light conditions, rain, sleet, snow, hail, wind, temperature extremes.)
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions. 
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Must be able and willing to work flexible hours including, but not limited to, overtime, on-call, and/or additional time on weekends, holidays, evenings, before or after normal shift hours.
• Travel may be required to perform work in other systems throughout the state.
• Drug Testing: Participation in a DOT or non-DOT drug and alcohol testing program may be required to satisfy conditions of a contract or proposed contract with a business partner or client. This includes pre-employment, random, reasonable suspicion, post-accident, return to duty, and follow-up testing.
• Fitness For: Duty: Ability to pass a pre-employment or return to work physical and fitness for duty examination may be required to satisfy conditions of a contract or proposed contract with a business partner or client.