Position Summary: Under the general direction of the HiCap Supervisor, supports the growth of the system by assuring the quality performance of the installation and technical support for commercial business operations. Ensure the quality of services provided to end users meets or exceeds established standards. Coordinate with all functional departments regarding the optimization of overall business efforts. Maintain and repair Video On-demand (VOD), MATV systems, Internet TV (iTV), Music On-demand (IMN), and Guest Internet Personal Computer/High Speed Data (IPC/HSD).
Position reports to:
Supervisor, Commercial HiCap
Primary Responsibilities/Tasks - Essential Functions
Tests, trouble shoots, Installs, rearranges, removes, repairs, and maintains customer premise equipment and MPOE cross connects with associated plant facilities, including: wiring plans, miscellaneous equipment and associated items.
Repairs and maintains distribution facilities as appropriate.
Conducts service planning to provide additional and improved telephone service in conjunction with customer contacts.
Operates truck and specialized motor vehicles.
Install, maintain and repair voice, data and video communications systems.
Troubleshoot and resolve problems.
Install, monitor and service telecommunications equipment at customer premise. Investigate and resolve problems, make routine repairs.
Install and provision telephone network up to and including work at the customer¿s premise.
Read and understand system maps, plans and other visuals related to installation and service.
Ability to work with electrical circuits, test equipment and to do technical work as demonstrated by previous training or experience, performance on present job, testing or a combination of these.
Utilize sales skills to upgrade services to meet the customer¿s needs.
Resolves problems on the first call with a minimum of transfers, truck rolls or Test Desk tickets by consistently improving personal improving personal technical knowledge and understanding. When necessary, schedules a service visit at the customer's convenience following timeframes and points available.
Operate, maintain and store all company equipment to company standards (i.e. vehicle, tools, and materials and stock).
Report or arrange for vehicle repair as required.
Takes care of Cox Business Services customers' needs, questions, or technical problems, while at the same time educating and promoting Cox services to improve customer retention.
Report accidents, losses, injuries or property damage to supervisor
Complete issued work orders including clean-up of job site and all associated paperwork.
Telecommunications Structured Cabling: BICSI, TYCO-AMP, Bell Core Standards or other.
Assists and trains new Field Service Reps in standard installation, service calls, state of the art telephone techniques and equipment and safety procedures as assigned.
Responsible for assisting and training lower level telephone technicians how to install, repair, maintain and troubleshoot the following equipment.
T1 Channel Banks
Identifying Integrated or Fract T1 Channel Bank lines to be ported.
Identifying Non-labeled Telco lines at the Demarc
Main Telco room Demarc layout
Structured Cabling: Telco closet to Telco closet wiring using Riser and Horizontal cable, Tie Cables and cross connects in IDfs.
Punch down blocks: ie: 66, 88, 110, Bix, Krone and Patch Panels.
Instruct on proper labeling of all telephone terminations.
Vertical MDFs (Main Distribution Frame) and Horizontal MDFs (Main Distribution Frame) wiring configurations using wire wrap and solder termination techniques used in legacy PBX telecom rooms
Knowledgeable in Analog and Digital Key Telephone Service Units, i.e.: NEC, AT&T, Assists supervisor with service or maintenance activities as required.
Recommends new installation and service procedures to increase efficiency of field operations.
Ability to use telephone equipment such as: Telecom Tone & Probe test set, Buttset, Sidekick Testset, other telecom test sets; Transmission, ISDN and T1, USOC Jacks: RJ11C/RJ11W, RJ14C/RJ14W, RJ21X, RJ31X, RJ48X and RJ61X , EIA/TIA-T568A/B jacks, 25 & 600 pair CMP, CAT3, CAT5e cable terminations.
Maintains management awareness of workflow status, associate problems, and/or other areas of discrepancy, as required.
Performs and maintains quality control and on the job training as directed by the supervisor.
Performs other work as assigned
Install, maintain, and repair Video On-demand (VOD), MATV systems, Internet TV (ITV), Music On-demand (IMN), Guest Internet Personal Computer/High Speed Data (IPC/HSD), and peripherals associated with data links and interface elements of the HPMS (Hotel Property Management System)
Interact positively with the hotel personnel to maintain excellent customer relations (Engineering, Security, Housekeeping, and Front Desk)
Perform non-responding room checks and assist hotel engineering with fixing system issues
Maintain a neat, clean, and orderly appearance in the hotel headend and distribution closets
Perform hotel deliveries when required
Perform quality assurance checks on the various VOD technologies employed by Cox/Hospitality Network
Perform the monthly movie digital/tape update
Provide technical assistance to hotel engineering
Maintain fiber MATV distribution
Balance amplifiers/line extenders to include hotel headends and distribution closets
Required Knowledge, Skills, Abilities
HS diploma, GED or relevant work experience; Specialized skill training/certification may be required; 2-5 years of experience in area of responsibility required
A minimum of 2 years experience in a technical environment including CATV, Telephony and Data technologies.
Requires some knowledge of PBX systems, transport, MVP¿s, Centrex, circuit testing, and commercial telephone systems.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to communicate effectively.
Must possess basic mathematical skills such as addition and subtraction.
Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
Knowledge of MS Office applications
Advanced Problem-solving and organizational skills to deal with problems involving several concrete variables in standardized situations.
Ability to prioritize and perform multiple tasks
Individual must be self-starting; innovative and quick to accept new ideas and approaches to problem solving.
Basic knowledge of Internet and/ or Telephony technology:
A valid state driver¿s license and a good driving record required.
Recommended Knowledge, Skills, Abilities
Associate¿s Degree (A.A.) or equivalent from two-year College or technical school.
Knowledge of CATV plant desirable.
Ability to apply concepts of basic algebra and geometry a plus.
Willingness and ability to adjust and work in a changing environment
People and relationship management skills
Willingness to learn
Problem-solving and organizational skills
Proficient communication skills
People and relationship management skills
Willingness and ability to prioritize and perform multiple tasks
Phone/radio & charger
Subject to working in confined spaces, and exposure to temperature and weather extremes, traffic, heights and electricity.
Mental alertness and attention to detail required in operating equipment, identifying malfunctions, and maintaining a safe work environment
Ability to lift a minimum of 75 lbs in a safe manner.
Ability to use a 28¿ extension ladder and climbing equipment.
Ability to work in tight spaces such as crawl spaces and attics.
Ability to work in all weather conditions in a safe manner.
Ability to complete documentation, and inspect, install, and repair materials and equipment
Ability to locate work sites
Adequate ability to distinguish different colors of wire
Requisite ability required to drive motor vehicle
Ability to communicate in person and by telephone
Ability to bend, stoop, and crawl
Ability to tolerate temporary exposure to fumes, airborne particles, and extreme, non-weather-related heat.
Tools and Equipment:
Company vehicle & gas card
Nextel phone/radio & charger
Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.
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