Field Support Specialist

7 days ago


Chicago, Illinois, United States Zentro Full time

Zentro is a leading internet service provider that's revolutionizing the way people connect. As a Field Support Technician, you'll be part of our frontline team that's dedicated to delivering exceptional customer experiences.

Our team is passionate about providing fast, reliable, and affordable internet services to our customers. We're committed to taking customer care to the next level, and we're looking for talented individuals like you to join our mission.

As a Field Support Technician, you'll work in 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're looking for someone who is customer-focused, has a strong work ethic, and is passionate about delivering exceptional results. If you're up for the challenge, we're up for providing you with opportunities for success.

Your day-to-day:

  • Utilize existing cabling to provide Internet and DirecTV to customers.
  • Install and troubleshoot Customer Premise Equipment (CPE).
  • Use proper tools and meters to ensure optimization of our services.
  • Verify all services are working optimally and demonstrate the services to customers.
  • Perform routine clean-up and maintenance of our equipment in IDFs/MDFs.
  • Use a company-issued PC and 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.


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