JOB DESCRIPTION
Position:Technician
Department:Plant
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Position Purpose:
The Technician is responsible for all types of installation and repair work on telecommunications, video, and networking equipment. In this important position of representing CL Tel on the customer premise, the Technician provides a positive customer experience by ensuring technical quality and customer education. Work includes installation and maintenance of residential and business equipment and associated lines, including programming, installation and repair of key systems and PBXs, IP Communications, VoiP (Included Hosted PBX), and other associated network equipment.The Technician also will perform technical duties (including surveys and sales) of diversified services such as IPTV, security systems, consumer Internet connected products and devices and others as needed. Must reside within CL Tel service areas.Rotation of after-hours and weekend call is required.
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Principal Responsibilities:
*Provides a professional, positive customer experience by ensuring technical quality and customer education.
*Makes all types of voice, video and high speed data installations, including identifying correct plant facilities to include copper or fiber cable assignments. Installing and properly grounding drop;installing inside wiring (copper and fiber)Optical Terminals, video/data gateways and DSL modems; installs voice/datastructured wiring (including concealed) wiring, plugs, jacks and associated peripherals, connects and configures PCs to high speed networks.
*Locates trouble in voice, video and high speed data installations and repair or corrects faults (hardware and software).
*Informs customers of any current service promotions and recommends product or service solutions to meet customer needs.
*Checks provisioned services and records proper readings; uses test gear and interprets readings in the location of line trouble; localized line trouble, determines necessary repairs and changes plant facilities or provisioning as required.
*Identifies industry standard copper and fiber color-codes oncable. Installs and properly arranges inside wiring (fiber and cable) to support all customer premise equipment or services.
*Installs and maintains multi line IP key systems. PBXs, IPBX, VoIP, Hosted and associated equipment, including, voice mail, and associated APPS.
*Installs and maintains data equipment and modems, four-wire circuits and associated equipment. Test DS0, DS1 and Ethernet Special Circuits.
*Complies with all industry standards, safety rules and regulationsand company policies.
*Coordinates with accounting, commercial, and other departments on service installations and changes to update billing and other company records.
*Installs or assists central office staff in the installation of switching and related equipment; performs periodic maintenance on electronics, batteries, chargers and other related equipment.
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Personnel Specifications:
Education/Experience:
Three to five years of experience in telephone plant operations with emphasis on IP-key/PBX/complex installation and repair. Experience with IP networking and IPTVrequired. High school diploma required. Technical electronics training or degree preferred. CCNA, C+ or comparablenetworking certifications considered a plus.
Job Knowledge:
Understanding of basic electronics, digital technology, networking, IPTV, fiber-to-the-home and preventative maintenance procedures.
Knowledge of test equipment, switching equipment, and electronic equipment.
Familiarity with cable records, staking sheets, specificationsand circuit/network diagrams.
Knowledge of computer operating systems (IOS, MS, Android), hardwarenetworking, basic computer operation and peripheral equipment.
Knowledge of LAN/WAN design.
Skill with computer applications like MS Office and consumer anti-virus/malware.
Skill in operating service equipment including various hand tools and test equipment.
Experience with the Mitel 3300 is a plus.
Linux experience a plus
Calix experience a plus
Physical Job Requirements and Working Conditions:
Must be able to perform physical work exerting up to 50 pounds of force occasionally and up to 10 pounds of force constantly to move objects. Position requires climbing, stooping, crouching, reaching, walking, pulling, fingering, feeling, hearing, balancing, kneeling, crawling, standing, pushing, lifting and grasping. Must be able to lift, handle and carry a 45 pound, 16 foot extension ladder.Must have good visual perception and have the ability to match or detect differences between colors, including shades of color and brightness. Must be able to operate various types of equipment. Must have excellent communication and interpersonal skills. This work is performed under both inside and outside environmental conditions with occasional exposure to extreme cold and heat, noise and atmospheric conditions. Must have above-average hearing abilities. Must reside within Clear Lake Telephone Company service areas.
Related Skills:
Pay close attention to detail and work schedules.
Ability to work independently and make sound technical decisions using information at hand.
Have a positive, professional attitude in a fast-paced environment while ensuring customer satisfaction.
Be adaptable to change and willing to learn.
Have good communications skills.
Possess good driving record.
Accept responsibility to respond to irregular working hours and operate under sometimesstressful and pressure conditions in an efficient manner.
Work effectively with customers, the general public and team members.
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Position Relationships:
Reports to Plant Maintenance Supervisor.
Internal:
As a team player, establishes and maintains a positive working relationship with all CL Tel and SkyBlue team members.
Coordinates with other CL Tel and SkyBlue departments on the status of installation and service projects.
Relays customer requests/comments to appropriate team members to help with product and service development and enhance quality control.
External:
Serves as a professional, positive link between CL Tel, customers and the general public.
Provides positive customer service experience in all interactions.
*All CL Tel job descriptions are to be used as general guidelines for each job and are subject to periodic review and change as warranted.*
Revised 5-1-17