Technical Quality Assurance Field Technician I

JOB SUMMARY
Under limited supervision, verify that the premise wiring and services meet all company installation and service specifications for residential and SMB commercial customers. Perform basic to complex installation, troubleshooting and repair of video, internet, telephone services from tap to Customer Premise Equipment (CPE) or other demark locations for residential and commercial customers. Perform quality control inspections by reviewing work completed by contract & in-house technicians. Test and repair network hardware for residential and commercial customer services. Provide exceptional service to customers as well as their technical representatives, ensuring that Charter services interface as expected with business systems.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Perform quality control inspections and repair residential and complex residential and commercial customer premise HFC network workmanship of in-house and service partner workforces to ensure compliance with quality and safety 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 (CPNIQ), Technical Quality Assurance (TQA), National Electric Code (NEC), National Electrical Safety Code (NESC), other Installation, Technical Operations, Safety Manuals & Employee Handbook)
Perform basic to complex installation of troubleshoot/repair coax based phone, internet or video services in a residential or commercial environment (SMB) 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)
Configure, install and maintain Network Wi-Fi products to routers, gateway servers, Ethernet switches, and wireless access points and other components within HFC
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, troubleshoot and repair equipment while providing the customer with productive communications regarding repair process
Assist in following up on unacceptable workmanship to ensure work is completed to satisfactory levels
Recognize and escalate persistent service problems or other observed factors that could impact the ongoing relationship between Charter and a business customer
Follow security procedures to prevent any unauthorized services
Utilize and demonstrate proficiency with tasks, tools, test equipment & information that will enhance business results
Enter inspection findings in established company database in accordance with policies & procedures
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 & equipment in accordance with company policies
For applicable systems: Perform repair and maintenance on voice systems; Installing, uninstalling & reconnecting NEU devices and backup powering; Initiating DHCP script
Adhere to industry specific, local, state and federal regulations, as applicable
Know, understand and follow company policy
Perform other duties as requested
REQUIRED QUALIFICATIONS
Skills/Abilities & Knowledge
Ability to adhere to local, federal regulations & company policies
Advanced understanding of the TCP/IP stack and associated abstraction layers
Advanced knowledge of network designs, network architectures and network topologies
Ability to inspect and repair aerial & underground HFC drop system
Ability to prioritize & organize effectively
Ability to positively influence others and facilitate change to resolve quality issue
Ability to read, write & speak English
Ability to carry, climb and operate extension ladder (approx. 32ft. high & 90lbs)
Ability to differentiate between different sizes & colors of wires and work with small components & wires to make cable connections
Ability to make cable connections in tight spaces by bending, reaching, twisting
Ability to use the following hand tools: electric drills, hammers, wrenches, screwdrivers
Ability to walk over all types of terrain in all kinds of weather while carrying tools & equipment, including gaffs, ladders & fully loaded tool belts
Ability to drive Company vehicle in a safe & responsible manner
Ability to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of equipment
Ability to perform job from high places (i.e. poles and roofs)
Ability to work while standing 50-70% of the time
Ability to travel (including during inclement weather) to & from assigned territories
Ability to work outside for extended periods in any season including inclement weather
Familiarity with computer operating systems, a myriad of consumer & commercial communications devices (e.g., PDAs, smartphones, routers, modems, converters and wireless devices) & computer software applications
Ability to complete documentation accurately
Experience working with complex structure cabling, including Cat 5/6 cabling
Experience in configuring & installing routers, Internet gateway services, Layer2/3 Ethernet switches & wireless access points in commercial environments
Certifications/Education
High School Diploma or equivalent work experience
Valid driver's license with satisfactory driving record within Company required standards
Industry & vendor specific certifications & training (NCTI, SCTE), CCNA or other industry accredited certification
Related Work Experience
6 months+ Field Technician V or equivalent work experience 1+ years IP networking experience
Installation & repair of WAN/LAN & wireless router related equipment experience
Completion of appropriate Charter training according to the Field Technician Career Path Training Matrix, or equivalent work experience
Skills/Abilities & Knowledge
Ability to use personal computer & software applications
Knowledge of company products & services
Experience with consumer education of products & services
Experience & knowledge of POTs services, IP networking, PBX, point of sale equipment
Knowledge of basic mathematics & electronics
Knowledge of drop loss calculations
Knowledge of National Electric Code & National Electrical Safety Code
WORKING CONDITIONS
Work indoors in confined space, poorly ventilated areas such as attics, basements and/or crawlspaces
Exposure to dust, dirt, noise, insects, rodents, pets & cleaning solutions
Work outdoors in all kinds of weather (including inclement weather)& at all times of the day or night
Work performed near power lines & electricity
Work performed at various heights above ground on telephone/power poles
Work in commercial or factory type environments
Occasionally required to work overtime and work an on-call rotation as needed
Ability to work weekends or a second shift as needed