Broadband Technician IV
Suddenlink - Payson, AZ

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Under minimal supervision fulfills demand maintenance and preventive maintenance by troubleshooting and repairing the transport, trunk, and distribution networks from the Master Telecommunication Center (headend) to customer's electronic devices. Installs, disconnects, changes, and repairs services; buries drops; locates lines; and performs service audits as assigned. Educates customers regarding their existing and new services, informs them about other services and proposes solutions to customer problems. Describes the advantages of and sells additional Suddenlink services to customers.
Fulfills demand maintenance and preventive maintenance by troubleshooting and repairing the transport, trunk, and distribution networks from the Master Telecommunication Center (headend) to customer's electronic devices
Maintains a unity gain network
Fulfills FCC-required network tests
• Performs all responsibilities of Broadband Technician I, II and III
Provides quality customer service surrounding the Company values
Troubleshoots and repairs the distribution network from bridger to customer's electronic devices
Performs preventive maintenance of the distribution network through active monitoring
Adheres to established maintenance windows for any and all outages
Ability to mentor and assist others
Resolves issues at installation and on scheduled service call from customer’s electronic devices to tap
Educates customers in the use of installed products; explains waivers, agreements, customer release forms, charges and billing procedures
Determines customer's current service levels, inquires about customer preferences and needs, and recommends Company service upgrades or additional products
Resolves or escalates customer complaints
Plans daily route, requisitions equipment and supplies, and stocks vehicle
Maintains and secures Company truck and equipment
Installs, tests and troubleshoots Company services including video, data and telephone from tap to device
Uses small hand tools, power tools, meters, and other test equipment
Meets scheduled appointment windows
Completes work orders and other documentation on paper or by using a truck-mounted or mobile computer
Represents Company to collect payments and equipment; secures appropriate customer signatures
Works on regularly scheduled days as well as unscheduled days and beyond regular work hours as required
Performs other duties as assigned
Percentage of time spent in performance of duties may vary
Ability to communicate in person and by telephone
Hand and finger dexterity to carry and to use tools and equipment as necessary
Vision ability: close vision, peripheral vision, and ability to adjust focus; ability to differentiate between different sizes and colors of wires
Ability to carry, climb and operate extension ladder, (approx. 28 ft high and 75 pounds)
Ability to climb poles using gaffs, hooks and climbing belt as needed
Ability to work in confined spaces such as crawlspaces and attics by crawling, bending, reaching, twisting
Ability to work while standing 50 -70% of the time
Ability to drive Company vehicle in a safe and responsible manner
Position Requirements
High school diploma or equivalent
Associate degree or equivalent preferred
Appropriate valid driver’s license and a good driving record
Meets or exceeds all requirements of a Broadband Technician III or equivalent experience
Ability to comprehend and operate appropriate testing equipment (e.g., sweep meter, OTDR, fusion splicer) to fulfill job requirements
Ability to prioritize and organize effectively
Ability to work independently and with others
Ability to mentor and assist others
Ability to comply with all Company implemented safety procedures
Skill in using a Windows-based computer
Knowledge of advanced mathematics and electronics
Bi-lingual proficiency preferred in some locations
NCTI and/or SCTE courses preferred
Broadband Technician III or equivalent experience required
Customer service and sales experience preferred