Field Service Technician I

Altice USA - Teays Valley, WV

Full-time

Teays Valley, WV

Telecommunications

About the position

The BBT I Field Service Technician at Optimum is responsible for installing, changing, repairing, and disconnecting cable services, including video, data, and telephone. This role involves troubleshooting during installations and service calls, educating customers about services, and ensuring high-quality customer service. The technician will work with both coaxial and fiber cables in certain communities, contributing to the company's mission of providing reliable connectivity solutions.

Responsibilities

• Provides quality internal and external customer service surrounding the Company values
• Installs, tests and troubleshoots Company services including video, data and telephone from tap to customer selected locations
• Utilizes network tools and troubleshooting knowledge to resolve network problems
• Resolves issues at installation and on scheduled service call from customer's selected locations to tap
• Educates customers regarding use of installed products; explains waivers, agreements, customer release forms, charges and billing procedures
• Determines customer's current service levels; inquiries about customer preferences and needs; recommends service upgrades or additional products
• Resolves or escalates customer complaints, as appropriate
• Uses automated routing system or plans daily route; requisitions equipment and supplies; stocks Company vehicle
• Meets scheduled appointment windows
• Completes work orders and other documentation on paper and/or by mobile device
• Represents Company to collect payments and equipment; secures appropriate customer signatures
• Maintains network integrity through preventive maintenance and home certifications
• Adheres to established maintenance windows for all outages
• Uses small hand tools, power tools, meters, and other test equipment
• Maintains and secures Company truck and equipment
• Works on regularly scheduled days as well as unscheduled days and beyond regular work hours as required
• When applicable rearranging and reconnecting fiber optic service drops at pole, underground or building terminals
• Performs other duties as assigned

Requirements

• High School Diploma or equivalent
• Ability to communicate in person and by telephone
• Ability to drive Company vehicle in a safe and responsible manner
• Knowledge of basic mathematics
• Knowledge of basic electronics
• Skill in using a Windows-based computer
• Ability to comprehend and operate appropriate testing equipment (e.g. signal level meters, ohm meters)
• Ability to prioritize and organize effectively
• Ability to work independently and with others