Broadband Technician

Job Summary:

The Broadband Technician will be primarily responsible for the day-to-day operations, support, and maintenance of the DayNet broadband optical distribution network.  This position is a critical part of our technical operations team, which ensures the delivery of broadband services to  our residential and commercial subscribers by installing fiber optic cables using standard tools and machinery, including boring equipment and vibrating plows, performing PON test and turn up, optical splitter installation, optical network testing, ONT installation and light project work.   This position is not considered a safety-sensitive position.

Specific Duties:

• Provide quality internal and external customer service surrounding City values
• Install, test, and troubleshoot DayNet broadband service
• Install fiber optic cables using standard tools and machinery, including boring equipment and vibrating plows
• Utlize network tools and troubleshooting knowledge to resolve network problems
• Resolve issues at installation and on scheduled service calls from OLT to ONT
• Resolve issues post-installation and on scheduled service calls with subscribernetwork issues
• Educate customers regarding use of installed products; explains waivers, agreements, customer release forms, charges and billing
• Determine customer’s current service levels; inquires about customer preferences and needs; recommend service upgrades or additional products
• Resolve or escalate customer complaints, as appropriate
• Work with Broadband Analyst to plan daily routes; requisitions equipment and supplies, stocks City vehicle
• Meet scheduled appointment windows
• Complete work orders and other documentation on paper and/or by mobile device
• Represent City to collect equipment; secures appropriate signatures
• Uses small hand tools, power tools, PON meters, fusion splicers, and other test equipment
• Maintain and secure City truck and equipment
• Work on regularly scheduled days, as well as unscheduled days and beyond regular work hours as required
• Requires the availability for call out, including some mandatory overtime
• May require weekend and holiday work when necessary
• When applicable install, rearrange and reconnect fiber-optic service drops at MST or building terminals
• Serve as a backup to any member of the Technical Operations team as required
• Perfomrs other duties as assigned

Knowledge, Skills, and Abilities:

• Ability to communicate and interact effectively with members of the public and co-workers
• Skill in effective oral and written communication
• Skill in the use of standard office equipment and software
• Ability to exercise sound judgement in making critical decisions
• Skill in resolving customer complaints and concerns
• Skill in completing assignments accurately and with attention to detail
• Ability to analyze, organize and priortize work while meeting multiple deadlines
• Ability to process and handle confidential information with discretion
• Ability to establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials
• Knowledge of computer, networking, and security concepts
• Knowledge of fiber-optic testing methods and procedures
• Excellent customer service and training skills
• Knowledge of basic mathematics
• Knowledge of basic electronics
• Ability to work independently and with a team

Equipment Used and Maintained:

• Industry standard fiber fusion related tools and equipment
• ODTR fiber testing equipment
• Vibrating plow and small boring devices
• General hand tools

Essential Skills:

• Ability to read, write, speak and comprehend the English language

• Ability to dial, speak and hear using commercial/mobile telephones
• Ability to use a computer for a prolonged period of time
• Ability to remain seated for long periods of time
• May be required to carry, hold, lift, pull, or push items or supplies with a maximum weight of 50 pounds

Note:

This job description is intended to cover or contain a comprehensive listing of activities, duties or responsibilities that required of the employee for this position.  Duties, responsibilities and actions may change at any time without prior notice.