The Customer and Network Facing Technician is responsible for performing field installation and service work, troubleshooting, repair and maintenance of cable television, internet, and telephony systems. This role supports the growth of the system by ensuring the quality performance of technical services, installation setup, testing, and maintenance of all current and future products and services over Hybrid Fiber Coax (HFC) and Fiber to the Home (FTTH) networks.
Requirements
- Install, maintain, disconnect, and troubleshoot television, high-speed internet, telephony, and automation systems for residential and business clients.
- Perform preventative maintenance and repair of the HFC and FTTH networks, including all associated equipment, in accordance with company engineering standards.
- Read and accurately interpret system/network design maps.
- Identify and repair upstream and downstream ingress.
- Complete end-of-line network testing to meet technical specifications.
- Regularly test all HFC network components using test equipment including: signal level meters, volt-ohm meters, leakage detector, Time Domain Reflectometer (TDR), and Optical Time Domain Reflectometer (OTDR).
- Perform routine maintenance, troubleshoot, and update records of standby power supplies according to technical specifications.
- Troubleshoot and repair basic distribution problems associated with RF, AC, and DC elements of the forward and reverse plant.
- Restore system service outages.
- Perform CLI rideouts and monitor and repair signal leakages.
- Maintain tools and equipment inventory.
- Accurately complete work orders in a timely manner.
- Maintain, secure, and stock assigned vehicle and equipment.
- Ensure productivity is being tracked through company applications (e.g., NRBY, WFX, Stratusync, iGlass).
- Work alongside Headend personnel to properly OTDR any damaged fiber.
- Properly assist on projects such as Remote Phy, 5-85 Mhz, Node activation, E2E testing on new properties, etc.
- Prepare for daily work assignments by requisitioning equipment and supplies from the warehouse and stocking the vehicle as needed.
- Maintain company truck and other equipment per service requirements and safety guidelines.
- Drive a company vehicle between office/home, warehouse, and work sites in a safe and courteous manner, and in accordance with all laws and company policies.
- Communicate with dispatch (via WFX, phone, etc.) for assistance, status on current installs, or new service requests.
- Consult with supervisor and other technicians for advice and assistance as needed.
- Interact with customers in a professional, courteous manner, including when responding to escalations and repeated customer concerns.
- Educate customers regarding their existing and new services and promote other company services.
- Comply with all safety procedures and policies.
Benefits
- Competitive salary
- Medical coverage (including prescription and vision plans)
- Dental coverage
- Life Insurance (1x salary at no cost to employee)
- Long and short-term disability insurance (no cost to employee)
- Voluntary employee, spousal, and child life insurance
- Company recognized Holidays with additional Floating Holidays
- Paid Time Off (PTO) programs
- Comprehensive Flex Work Policy
- 401(k) plan eligibility (company match 50% up to 5% of eligible contributions)
- Participation in the Employee Bonus Plan
- Participation in the Cogeco Stock Purchase Plan
- Complimentary and discounted broadband services (for those in our service area)
- Tuition Reimbursement
- Headspace Membership
- Betterhelp Membership
- Opportunities for LinkedIn Learning subscriptions for select colleagues
