Charter Business Broadband Technician
Charter Communications - Hickory, NC

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Under minimal supervision, perform basic to complex installation, troubleshooting and repair of cable, internet, telephone services from tap to Customer Premise Equipment (CPE) or other demark locations for residential and commercial customers. Test and repair network hardware for commercial customer services, as well as internal services within Charter Facilities. Provide exceptional service to customers as well as their technical representatives, ensuring that Charter services interface as expected with business systems. Perform site surveys on as needed basis.

Perform basic to complex installation of and troubleshoot/ repair coax based phone, internet or video services in a residential and commercial environment (small to medium businesses) from the tap to the connection of the CPE; including but not limited to, all necessary wiring of both interior and exterior associated equipment in the forward and return signal path of the customer premise network (CPN)

Interact with business customers and their representatives, demonstrating an understanding of and regard for the unique priorities of business clients. Work with customer technical support personnel to diagnose and correct service related issues

Respond to equipment failures, trouble shoot and repair equipment while providing the customer with productive communications regarding repair process

Recognize and escalate to a supervisor persistent service problems or other observed factors that could impact the ongoing relationship between Charter and a business customer

Educate customer on proper use of services and equipment, as well as the availability of online help options

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 Qualification (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. Assist in providing mentoring to Broadband Technician Sr, and non-commercial focused members of the Technical Operations teams (Broadband Technician, Advanced Broadband Installer and Broadband Installer)

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

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

Perform quality control inspections by reviewing work completed by contract and in-house technicians
For applicable systems: Perform repair and maintenance on voice systems, including uninstalling and removing existing CPE; Installing, uninstalling and reconnecting NEU devices and backup powering; Initiating DHCP script

Perform other duties as requested by supervisor

Skills / Abilities and Knowledge
Advanced understanding of the TCP/IP stack and associated abstraction layers
Advanced knowledge of network designs, network architectures, and network topologies
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 in the installation
of cable to the residence and TV set converters
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
Basic Knowledge in using software tools to support the current operations, knowledge in basic network devices and network appliances
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 operate appropriate computer or test equipment associated with position (e.g. signal level
meters, ohm meters, etc.)
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 use personal computer and software applications

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

High School Diploma or equivalent work experience

Related Work Experience/Training
1+ years IP networking experience
Installation and repair of WAN/LAN related equipment experience
Completion of appropriate Charter University Training according to the Broadband Technician Career Path Training Matrix, or equivalent work experience

Skills / Abilities and Knowledge
Knowledge of company products and services

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

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
On-call rotation required
Work in Commercial or Factory type environments

About this company
756 reviews
Charter Communications navigates the waters of US cable services. The cable system operator has about 5 million mostly-residential...