Installation and Repair Technician II

Installation and Repair Technician II- Job Description

Reports to: Operations Manager

Position Summary:

The primary duty of the Installation and Repair Technician II is to install, repair, and maintain outside plant equipment for residential and business telephone, internet, and television systems in a courteous and professional manner. Installation, maintenance, and repair will be primarily on fiber optic, copper and/or collocation of WCTA facilities and/or customer owned equipment. Installation and Repair Technician II will need to provide on-going supportive training to Install and Repair Technician I as needed. In addition, Installation and Repair Technician II will need to assist Combination Technicians as well as partner with all departments in order to provide the highest quality service levels as well as provide excellent customer service for Members and potential Members. Installation and Repair Technician II will be required to participate in On-Call rotation as scheduled.

Essential Job Functions:

• Ability to function independently in order to install, repair and maintain CPE for the Members and potential Members of WCTA in an efficient, effective and professional manner.
• Capability to work with fiber optic, copper and/or collocation facilities independent of supervision and able to make sound decisions with the information at hand.
• Perform advanced troubleshooting techniques on CPE.
• Ability to splice copper and/or fiber and test as needed.
• Efficiently locate buried copper or fiber optic cabling.
• Ability to install (and remove) and repair drop lines, network interface devices (NID) and optical network terminals (ONT), wiring, ground connection, replacing jacks, lids, pedestals, and fiber equipment as needed.
• Ensure excellent customer service is provided with each interaction in addition to upselling WCTA products and services.
• Assist Combination Technicians with the installation and repair of multi line, PBX and network for business and residential customers to order to ensure the best service possible is received.
• Capability of troubleshooting equipment in an efficient manner while utilizing previous education and experience to find the most cost-effective solution for WCTA Members.
• Coordinate with all WCTA departments to ensure accurate and efficient installation and repairs, billing and updates to Company records.
• While on customer premise advise, educate, and build rapport with customer to ensure excellent customer experience in addition to full knowledge of products and services being utilized.
• Ability to drive a Company-provided vehicle in a safe manner at all times with no major moving traffic violations. Informs Operations Manager and/or Safety Coordinator of any issues and or maintenance needed with regards to vehicles or buildings owned by WCTA. 
• Ability to maintain and retain inventory of all supplies, tools, and work equipment issued to uphold the integrity of all supplies.
• Ability to assist Assistant Technicians in all areas of installation and repair of outside plant and CPE.
• Maintains a safe working environment at all times.
• Interface with vendors, co-workers, and customers in a safe, efficient and professional manner.
• Performs all other related duties as assigned by management. *

*These tasks do not meet the Americans With Disabilities Act definition of essential job functions and are usually less than 5% of time spent.  However, these tasks still constitute important performance aspects of the job.

Knowledge, Skills, and Abilities:

• Advanced knowledge of testing, switching and electronic equipment.
• Excellent knowledge of telecommunications materials, terminology, supplies and equipment used.
• Knowledge of network functionality including software, hardware, concepts and troubleshooting techniques.
• Ability to troubleshoot, develop solutions, and repair accordingly.
• General understanding of Network Protocols.
• Considerable knowledge of English, spelling, and vocabulary.
• Knowledge of Microsoft Office products including: Word, Excel, and Outlook
• Strong ability to work independently executing agreed-upon strategies.
• Considerable knowledge of modern office practices, procedures, and equipment.
• Considerable ability to communicate well with a positive and friendly manner, both orally and in writing.
• Basic knowledge of specification sheets and circuit diagrams and mapping systems.
• Knowledge of fiber optic installation, splicing, and troubleshooting techniques.
• Knowledge of industry related testing equipment.
• Strong analytical skills.
• Considerable ability to present clear information while educating and/or providing materials for internal and/or external users.
• Ability to actively pursue additional sales with customer as opportunities present themselves.
• Ability to display a high level of professionalism at all times.
• Skills in prioritizing and completing multiple projects.  The ability to be well organized and accept responsibility for and work under occasional stressful situations with frequent interruptions.
• Ability to pay close attention to detail and retain to memory..
• Considerable ability to establish and maintain effective working relationships with other employees, the general public and to deal with public relations problems courteously and tactfully.
  
  

Education and Experience:

• High school diploma and/or equivalent.
• Two year technical degree in telecommunications or equivalent in experience.
• CCENT Certification preferred but not required.
• PLT License

Physical Requirements:

PHYSICAL REQUIREMENTS	0-24%	25-49%	50-74%	75-100%
Seeing: Must be able to read computer screen and various reports.				X
Hearing: Must be able to hear well enough to communicate with Employees and business contacts.				X
Standing/Walking:				X
Climbing/Stooping/Kneeling:			X
Lifting/Pulling/Pushing:			X
Fingering/Grasping/Feeling: Must be able to write, type, and use phone system.				X

Working Conditions:

This factor measures the surroundings and physical conditions under which a job must be done and the extent to which those conditions make the job disagreeable.  Consider the presence and relative amount of exposure to dust, dirt, heat, fumes, contaminants, cold, noise, vibration, wetness, etc.

Somewhat disagreeable working conditions due to the continuous exposure to one or more of the elements listed above. Exposed to one element continuously or several elements occasionally, but usually not at the same time.

Note:  The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list if responsibilities, duties and skills required of personnel so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.