Client Reference Code: 209409
The Enterprise Fiber Technician will serve as a single point of contact for Enterprise clients who subscribe to a wide range of data, voice and managed services including Fiber Internet Access, Ethernet, Hosted Voice, Enterprise Trunking, Managed Network, Managed Security and Managed WiFi services and Enterprise TV services. The Enterprise Technical Support team provides 24X7 front line support. Technicians will manage all client communications and internal escalations and will proactively drive issues to resolution in order to meet stated service level objectives. This position coordinates closely with the NOCs, Network Engineering, field teams and client account teams.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the Enterprise client experience.
Responsible to provide technical support to Enterprise clients on supported network technologies including Fiber Internet Access, Ethernet, Hosted Voice, Enterprise Trunking, Managed Services, Enterprise TV, and Complex Coax services.
Coordinate fiber maintenance related activities for nodes and Enterprise customers fed from the assigned hub with other departments as necessary.
Perform Enterprise fiber customer activations, including hub, field and customer premise work.
Provides onsite repair, installation, and servicing of optic hardware with the ability to identify and resolves product performance problems onsite.
Provide clients with timely updates on service-impacting events through resolution
Responsible for understanding and providing direction and assistance with troubleshooting complex technical support incidents, including WAN/LAN environment issues, Fiber technologies, Voice technologies, understanding of large corporate hardware and software environments, etc.
General knowledge of traditional fiber architectures
Perform other duties as requested by leadership
Frequent local travel
Must possess a valid driver’s license as well as a good driving record.
Must have a High School Diploma or GED; at least 2+ years of previous experience; or equivalent combination of education and experience
Extensive knowledge of all CATV equipment.
A Minimum of 2-4 years of Field/Plant Maintenance background or previous fiber optic experience or technical schooling equivalent to meet company requirements.
Have basic knowledge of fiber optic systems, RF plant, and test equipment.
Must possess the ability to read and understand manufacture’s manuals for operating and repairing of electronic equipment and components.
Operate highly specialized test and fiber optic splicing equipment.
Must be motivated, a self-starter and must work well alone.
Must to able to read and interpret maps and building plans
High School Diploma or GED.
Associate’s degree (A. A.) or equivalent from two-year college or technical school; or at least 3-5 years’ Service Tech experience and/or a minimum of at least two years Plant Maintenance experience or equivalent combination of education and experience.
The physical demands for this position are typical to both an office environment and working outside and must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position involves both field and office work. Must be able to work in various weather conditions, which could be extreme hot or cold conditions.
Use of mouse, and reading on a computer frequently throughout the work day.
Communicating by telephone frequently throughout the work day.
Visually able to use a computer continuously throughout the work day.
Must be able to lift and carry up to 75 pounds.
Position will also involve sitting, standing, stooping, and/or crawling.
Ability to operate test equipment, hand tools, power tools. Such as Ohm meter, TDR, signal level meter, cable locator, screwdrivers, pliers, ladders, and two-way radio. May also operate aerial bucket trucks, air compressor and/or hydraulic winch.
Required to drive company vehicle and may drive for long periods of time. Must maintain a safe driving record.
Position has extensive contact with technical personnel, including contractors, customers and general public
Job Code : TWCTCB114 Field Technician I YR Nonexempt
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