Field Support Technician

2 weeks ago

Milwaukee, United States Zentro Full time
Job DescriptionJob Description

 

Zentro is one of the fastest-growing internet service providers in the country, and we’re not about to stop there.

We’re putting the corporate giants on notice by providing residential and business customers with remarkably fast, exceptionally reliable internet service for less. And we’re doing it all with uncommonly responsive customer service and technical support — something the other guys can only manage in their dreams. Maybe.

READY TO BECOME A ZENTRO PRO?

Keeping internet connections up and running all day every day is kind of a big deal, and our people are proud to be doing it. Some might consider us the unsung heroes of the digital age. That’s what we think of ourselves anyway. Every person and every role here is important, and the positive energy you bring to work with you has tremendous value.

Zentro Pros come to work every day excited to make an impact. If you have an entrepreneurial spirit like we do, a strong work ethic, and a common-sense style to conducting business, there’s no doubt you’d fit right in. Zentro leadership also places great value on initiative, rewarding employees who exceed goals and expectations. So, if you’re a real go-getter, you’re definitely going to get noticed.

A SOFT SPOT FOR THE PEOPLE WE SERVE

Zentro is proudly committed to playing an important role in the communities we serve. We’ve even partnered with large municipalities (like the City of Chicago) to provide free Wi-Fi to parks and beaches. It’s all about keeping people connected wherever they go. But, seriously, enough about us…we’re really excited to learn more about YOU

What's This Role?

When you join Zentro as a Field Service Technician, you’ll be a part of our frontline team that’s supporting our valued customers.  Whether it’s connecting them to our services for the first time or troubleshooting their existing connections, your work will create a personal customer experience that supports our company’s mission of taking customer care to the next level.  If you’re up for delivering great customer support in a fast-paced environment, we’re up for providing you with opportunities for success. 

As a Field Service Technician with Zentro, you’ll find yourself working in some of downtown Chicago’s premier high-rise and mid-rise buildings, supporting both our Internet and DirecTV services. You’ll need to be able to work independently, but most importantly, you’ll need to have excellent customer service skills as you’ll educate customers on our services. We’ll look to you to promote our services as a premier service provider while you provide best-in-industry customer service during appointments. 

Your day to day: 

  • Utilize the existing cabling (ethernet fiber, coax, etc) to provide Internet and DirecTV to the customer.
  • Install and troubleshoot Customer Premise Equipment (CPE).
  • Use proper tools and meters (i.e. DirecTV AIM Meter) to ensure optimization of our services. 
  • Verify all services are working optimally and demonstrate the services to the customers. 
  • Perform routine clean-up and maintenance of our equipment in IDFs/MDFs.
  • Use a company issued PC and your personal cell phone to update and complete scheduled appointments. 
  • Drive a company vehicle (if available). 
  • Communicate with our CSRs and NOC when required to get the job done. 

Qualifications: 

  • Complete understanding of the physical layer, Cat 5/6, 66 blocks, 110 blocks, patch panels, multimode fiber, coax, etc.  
  • Customer friendly personality and good conversation skills. 
  • Superior troubleshooting and critical thinking skills. 
  • Solid understanding of home networking equipment, switches, routers, WiFi, streaming devices, etc.  
  • Experience with DirecTV service.
  • Proficient computer skills.
  • Knowledge of network troubleshooting tools such as, but not limited to: ping, traceroute, telnet, ssh, etc.
  • Ability to multitask in a fast-paced environment. 
  • Proficient in troubleshooting common DirecTV errors such as 771 and 775. 
  • Physical requirements:  Must be able to lift 60 lbs and be ok with standing for long periods and comfortable working in different positions such as kneeling, crouching, stooping, and other uncomfortable positions.    

Requirements: 

  • Valid driver’s license and a good driving record. 
  • Must be willing to work day, evening or night hours; overtime, emergency on-call rotation, weekends and holidays as required.
  • Must be reliable and punctual. 

Highly Preferred Qualifications: 

  • Experience with both Internet and DirecTV services in an Multi Dwelling Unit (MDU).  Nearly all of our customers reside in a midrise or a highrise (not single family home). 

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