Technical Quality Assurance Field Technician I

Spectrum Sedalia, MO
JOB SUMMARY

Under limited supervision, verify that the premise wiring & services meet all company installation & service specifications for residential & SMB customers. Perform basic to complex installation, troubleshooting & repair of video, internet, telephone services from tap to CPE or other demark locations for residential & SMB customers. Perform quality control inspections by reviewing work completed by contract & in-house technicians. Test & repair network hardware for residential & commercial services. Provide exceptional service to customers as well as their technical representatives, ensuring that Charter services interface as expected with business systems.

MAJOR DUTIES & RESPONSIBILITIES

Perform quality control inspections & repair residential & complex residential & commercial customer premise HFC network workmanship of in-house & service partner workforces to ensure compliance with quality & safety guidelines (includes compliance with requirements outlined in applicable regulations such as OSHA & FCC & following procedures as outlined in the CPNIQ, TQA, NEC, 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 & commercial environment from the tap to the connection of the CPE; including but not limited to, all necessary wiring of both interior & exterior associated equipment in the forward & return signal path of the CPN.

Configure, install & maintain Network Wi-Fi products to routers, gateway servers, Ethernet switches & wireless access points & other components within HFC.

Interact with business customers & representatives, demonstrating an understanding of & regard for the unique priorities of business clients. Work with customer technical support personnel to diagnose & correct service related issues.

Respond to equipment failures, troubleshoot & repair equipment while providing the customer with productive communications regarding repair process.

Assist supervisor in following up on unacceptable workmanship to ensure work is completed to

satisfactory levels.

Recognize & escalate to a supervisor persistent service problems or other observed factors that could impact the ongoing relationship between Charter & a business customer.

Follow security procedures to prevent any unauthorized services.

Utilize & demonstrate proficiency with tasks, tools, test equipment & information that will enhance business results.

Enter inspection findings in established company database in accordance with policy & 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 & responsible manner; Clean, maintain, stock & secure assigned vehicle & equipment in accordance with company policies.

For applicable systems: Perform repair & maintenance on voice systems; Installing, uninstalling & reconnecting NEU devices & backup powering; Initiating DHCP script.

Adhere to industry specific, local, state & federal regulations, as applicable.

Know, understand & follow company policy.

Perform other duties as requested by supervisor.

REQUIRED QUALIFICATIONS

Skills/Abilities & Knowledge

Ability to adhere to local, federal regulations & company policies

Advanced understanding of the TCP/IP stack & associated abstraction layers

Advanced knowledge of network designs, network architectures & network topologies

Ability to inspect & repair aerial & underground HFC drop system

Ability to prioritize & organize effectively

Ability to positively influence others & facilitate change to resolve quality issue

Ability to read, write, speak & understand English

Ability to carry, climb & operate extension ladder (approx. 32 ft high & 90 pounds)

Ability to differentiate between different sizes & colors of wires

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 & ladders) within the maximum weight limitations of that equipment

Ability to perform job from high places (i.e. poles & roofs)

Ability to work while standing 50-70% of the time.

Ability to work with small components & wires to make cable connections

Ability to travel (including during inclement weather) to & from assigned territories & company facilities

Ability to work outside for extended periods in any season and/or during inclement weather

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 &/or Licenses

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

Education

High School Diploma or equivalent work experience

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

PREFERRED QUALIFICATIONS

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 company products & services

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 & 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 & travel in inclement weather

Work in commercial or factory type environments

Occasionally required to work overtime as the business needs dictate

May be required to work an on-call rotation as the business needs dictate

Ability to work weekends or a second shift as the business needs dictate

The Spectrum brand is powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

Charter Communications will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances.

FCC Unit: 13535 Business Unit: Field Operations