Northland Communications Service Technician in Clemson, South Carolina
Eagle, Vyve and Northland are leading broadband Internet providers serving largely non-urban communities in 16 states. A technology leader in the cable and broadband sectors, Vyve Broadband offers an extensive range of broadband, fiber connectivity, cable television and voice services for commercial and residential customers. Residential services include high-speed Internet with speeds up to Vyve Gig, all-digital, high-definition video and fully featured digital voice. Vyve Business Services provides optical Ethernet, PRI and hosted voice services to the business community. Together, Eagle, Vyve and Northland serve areas of Alabama, Arkansas, California, Colorado, Georgia, Idaho, Kansas, Louisiana, Nebraska, North Carolina, Oklahoma, South Carolina, Tennessee, Texas, Washington, and Wyoming.
Service Technician is an entry level position with a primary function to install or service cable television, Internet, digital phone and related services while meeting the requirements of safety, FCC, and Northland?s quality assurance program. Additionally, a Service Technician is required to assure the customer?s equipment is properly set up and adjusted to receive the services requested in order to meet a customer?s expectations. The Service Technician reports directly to the Plant Operations Manager or designated supervisor.
The duties and responsibilities include the following:
Install and service cable television, digital video, Internet, digital phone and other related services and equipment, in a neat and orderly manner, meeting NESC, NEC, FCC, Northland?s safety manual and Northland technical standards;
Reconnect, upgrade, downgrade customer services or adding outlets as requested by customer;
Perform requested and non-pay disconnects of service and retrieval of Customer Premises Equipment (CPE) and outstanding account balances;
Rework existing installations as necessary to meet Northland standards;
Quickly and efficiently find customer addresses;
Connect and configure customer?s computer for Internet use. Connect Network Interface Cards (NIC) in customers? computers or USB ports. Configure Network IP setup for the NIC using tools provided (including manuals and instruction guides);
Install and connect various options available with customers? electronics (PIP, VCR, DVD, DVR);
Complete and submit paperwork and payments received associated with each work order in a timely manner and in compliance with office procedures;
Perform Northland Daily Quality Assurance policy requirements of leakage monitoring, signal level testing, and subscriber drop standards;
Complete home certifications on all positive jobs and upload meter data to the server on a daily basis;
Acknowledge outages and keep team (management/dispatch) updated during the process including providing a completion fix code once complete;
Troubleshoot all problems from the tap to customer equipment for forward and reverse applications;
Practice all safety standards and procedures as directed by Northland including, but not limited to, safe and defensive driving and safe work practices;
Maintain security, cleanliness and organization of company vehicle and issued equipment;
Maintain a neat, clean professional appearance that reflects a positive image of the company;
Additional related duties as directed by supervisor and other management;
Knowledge, Skills and Abilities
Understand the basic operation of a broadband cable system and related services plus possess a working knowledge of installation tools and Northland?s installation standards;
Understanding of all current Northland products, pricing, and special promotions;
Understand the operation and functionality of cable modems, MTA?s, digital converters, cable cards, DVR?s and other related CPE;
Understand the function and care of, and be able to operate a field strength and digital service activation meter, signal leakage detector, and voltmeter;
Ability to comprehend, communicate and educate a customer regarding features and benefits of Northland services;
Highly organized, able to effectively manage time and workload, and work independently;
Calculate drop and splitter loss for systems designed bandwidth;
Working knowledge of FCC rules, NEC, NESC, and OSHA safety standards;
Abide by all Northland policies and standards as described in the employee handbook and by management.
Safely work on a regular basis in outside weather conditions with equipment in excess of 90 pounds and from average heights of 25 feet or greater on poles and ladders;
Operate company vehicle on a daily basis.
Must be capable of lifting, twisting, kneeling, and bending on a regular basis to perform duties as described;
Work within limited confines, such as crawl spaces;
Ability to work overtime on an ?as needed? basis.
Education: High school diploma or equivalent, electronic technical training preferred
Experience: Entry level position
Complete the Northland Career Development program, Level 1, within 7 months from date of hire;
Must possess and maintain valid driver?s license and ability to maintain good driving record.
Ability to fulfill the job duties, skills and responsibilities listed above.
May be required to meet Federal DOT Standards, including satisfactory completion of medical exams.
The above is a summary of responsibilities. Northland anticipates that the job responsibilities described herein may change from time to time as the needs of the system are developed.