Customer Network Support Technician

General Summary Basic responsibility is installation, programming, repair and routine maintenance of customer Local Area Network (LAN), Wide Area Network (WAN), WIFI Networks, Point to Point systems, P.C.'s, Routers, in accordance with regulations of the Cooperative, FCC, RUS and PUC.

Reporting Relationships Reports to:

Network Operations Manager and Assistant Network Operations Manager Coordinates with: Data Department, Dispatch, I&R Technicians Essential Duties and Responsibilities 1. Install, test, and repair equipment for voice, data, customer premise wiring and jacks as instructed through service orders, trouble tickets, or by supervisory personnel. 2. Pull wire through residences and businesses, including crawl spaces and attics. 3. Install, service, and remove facilities as required. 4. Install aerial drops and splice fiber. 5. Perform after-hours / on-call duties in a scheduled rotation, including weekends and holidays, understanding that even when not on call there are many late evenings required. 6. Responsible for Internet customer support via telephone when working in the office 7. Initiate and work trouble call tickets in operations support software systems. 8. Troubleshoot customer equipment, including modems, and ability to program different types of routers, switches, Access Points, and Point to Point systems. 9. Troubleshoot computer operating systems in regard to connecting customers to the internet and data networks. 10. Provide call-in customers with sales and support. 11. Ensure that software and equipment are in good working order, maintained, and updated. 12. Report defective software & equipment to Supervisor. 13. Resolve customer issues while maintaining good customer relations and portraying a positive public image. 14. Assist Supervisor in planning and facilities requirements for network jobs. 15. Complete necessary paperwork including daily timesheets, service orders, trouble reports, receipts, etc. 16. Know all products and services offered by the company and be able to explain them to customers. 17. Understand marketing approaches that are central to competitive telecommunication services and be sales-oriented. 18. Attend meetings and training sessions as necessary to keep current with changes in Cooperative policies and procedures within your field. 19. Have a valid Texas Driver's License. 20. Wear protective equipment such as hardhat, safety boots, eye protection, and hearing protection, when required. 21. Perform other duties as assigned or otherwise required by management. 22. Keep vehicle clean and properly maintained. Personnel Specifications Experience High school degree or equivalent. Experience installing and maintaining customer premise equipment. Experience working with various computer systems, telephone systems, fiber optics, wi-fi and point to point networks. Job Knowledge Understanding of customer records. General knowledge of how to operate a personal computer, Routers, Access Points and various test equipment. Must have knowledge of cable and fiber design. An understanding of basic electronics, specification sheets, maps and circuit diagrams is also needed. Physical Demands Working in awkward, cramped, extremely hot or cold, dusty and dirty conditions. In direct contact with extremely high voltage equipment. Climbing ladders wearing tool belts and carrying loads weighing a maximum of 25 pounds. Pushing, pulling and lifting loads weighing a maximum weight of 50 pounds. A lift may begin at floor level or at an extended arm's length reach above head level. Vision must be correctable sufficient to distinguish colors. Hearing must be adequate to clearly distinguish audio warning from up to twenty feet away. Special Demands 1. Must have the ability to accept change and be willing to continue to learn. 2. Must have pleasant personality and communicate professionally with the public. 3. Maintain a positive and supportive attitude! 4. Through personal example, set high performance standards and leadership pace.