Broadband Technician Sr
Charter Communications - Hamilton, MT

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Under minimal supervision perform basic to advanced troubleshooting and repair for services from tap to Customer Premise Equipment (CPE) for residential and commercial customers. Complete disconnects, downgrades, upgrades, reconnects, and installations as business needs dictate.

MAJOR DUTIES AND RESPONSIBILITIES
Troubleshoot and repair complex residential and commercial business customer services from the tap to the connection of the CPE for single, multi-family, multi-dwellings, and/or commercial dwellings including, but not limited to, all necessary wiring both interior and exterior associated equipment in the forward and return signal path of the customer premise network (CPN).

Perform all work as necessary to conform to quality, security and safety control guidelines (includes compliance with requirements outlined in applicable regulations such as OSHA and FCC and following procedures as outlined in the Customer Premise Network Installation Qualifications (CPNIQ), Technical Quality Assurance (TQA), National Electric Code (NEC), National Electrical Safety Code (NESC), other Installation, Technical Operations, Safety Manuals, and Employee Handbook)

Adhere to TQA standards in accordance to company policy

Follow security procedures to prevent any unauthorized services

Integrate various company services (video, internet, telephone) with customer’s equipment

Ensure and record proper levels and signal quality within required specifications on active outlets; Verify no signal leakage or ingress is present in the drop network

Diagnose and resolve customer escalations. Consult supervisor on unresolved customer issues

Clean the premises of all debris and materials after the repair is complete

Educate customer on proper use of services and equipment, including channel lineups, and how to access online help

Maintain accurate records including time worked, daily logs, gas sheets, as required; properly record all required information on data devices and/or work orders

Operate communications device in accordance with company policies

Operate Company vehicle in a safe and responsible manner. Clean, maintain, stock, and secure assigned vehicle and equipment, in accordance with company policies

Demonstrate proficiency with tasks, tools, test equipment and information that will enhance business results

Assist in providing on the job training and mentoring to Broadband Installer, Advanced Broadband Installer, and Broadband Technician

Perform quality control inspections by reviewing work completed by contract and in-house technicians

Strong understanding of commercial products and services, including installations and troubleshooting

Complete residential and commercial pre-install site surveys as business needs dictate; complete residential and commercial installations, as business needs dictate

Strong understanding of operations from customer set tops to the headend. Ability to diagnose and repair multi-repeat trouble calls

Adhere to industry specific, local, state and federal regulations, as applicable

Know, understand and follow company policy

Perform other duties as requested by supervisor

REQUIRED QUALIFICATIONS
Skills / Abilities and Knowledge
Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to use the following hand tools electric drills, hammers, wrenches, screwdrivers
Ability to walk over all types of terrain in all kinds of weather while carrying tools and equipment, including gaffs, ladders, and fully loaded tool belts
Ability to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of that equipment
Ability to accurately measure distances, using tapes or other measuring devices
Ability to carry, climb and operate extension ladder, (approx. 32 ft high and 90 pounds)
Ability to climb poles using gaffs, hooks and climbing belt as needed
Ability to differentiate between different sizes and colors of wires
Ability to make cable connections in tight spaces by bending, reaching, twisting
Ability to perform job from high places (i.e. poles and roofs)
Ability to work while standing 50 - 70% of the time
Ability to work with small components and wires to make cable connections
Ability to use handheld communication devices and applications
Ability to travel (including during inclement weather) to and from assigned territories and company facilities
Ability to work outside for extended periods in any season and/or during inclement weather
Familiarity with computer operating systems, and a myriad of consumer and commercial communications devices (e.g., PDAs, smartphones, routers, modems, converters, and wireless devices), and computer software applications
Ability to complete documentation accurately
Moderate to advanced understanding of IP networks
Moderate understanding of Time Division Multiplexing (TDM)
Ability to operate appropriate computer or test equipment associated with position (e.g. signal level meters, ohm meters, etc.)

Related Work Experience/Training
6 months+ Broadband Technician or equivalent work experience
Completion of appropriate Charter University Training according to the Broadband Technician Career Path Training Matrix, or equivalent work experience

Certifications and/or Licenses
Valid driver's license with satisfactory driving record within Company required standards

PREFERRED QUALIFICATIONS
Skills / Abilities and Knowledge
Ability to use personal computer and software applications
Knowledge of company products and services
Experience with consumer education of products and services

Education
High School Diploma or equivalent work experience

Certifications and/or Licenses
Industry and vendor specific certifications and training (NCTI, SCTE)

WORKING CONDITIONS
This position works face to face with customers
Work indoors in confined space, poorly ventilated areas such as attics, basements and/or crawlspaces
Exposure to dust, dirt, noise, insects, rodents, pets, and cleaning solutions
Work outdoors in all kinds of weather and at all times of the day or night
Work performed near power lines and electricity
Work performed at various heights above ground on telephone/power poles
Work and travel in inclement weather
Occasionally required to work an on-call rotation as the business needs dictate
Occasionally required to work overtime as the business needs dictate
Ability to work weekends or a second shift as the business needs dictate
Work in commercial or factory type environments

Charter Communications - 10 months ago - save job - copy to clipboard
About this company
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Charter Communications navigates the waters of US cable services. The cable system operator has about 5 million mostly-residential...