Position Summary
We are looking for a Business Service Technician who can be the frontline technical expert responsible for ensuring our enterprise and small-business clients stay connected. You will provide high-level on-site support, diagnosing and resolving complex broadband connectivity issues delivered via Ethernet-over-Copper, Coax, or Fiber Optics. This role requires a blend of advanced technical troubleshooting, hands-on physical repair, and professional client interaction to maintain our reputation for reliability.
Location: US (Nationwide) On-Site.
Key Responsibilities
- On-Site Diagnostics & Repair: Investigate and resolve service outages or performance degradation at the client's place of business.
- Physical Layer Maintenance: Repair or replace damaged cabling (Cat5e/6 or Fiber) and connectors. Perform fiber splicing and use OTDR/Light Meters to verify signal integrity.
- CPE Management: Install, re-configure, and troubleshoot Customer Premise Equipment (CPE), including Managed Routers, Network Interface Devices (NID), Integrated Access Devices (IAD), and Optical Network Terminals (ONT).
- Network Configuration: Interface with the Network Operations Center (NOC) to verify VLAN tagging, IP assignments (Static/Dynamic), and routing protocols.
- Inside Wiring: Navigate business environments (server rooms, IDF/MDF closets, drop ceilings) to extend demarcations or optimize equipment placement.
- Quality Assurance: Conduct comprehensive speed tests and latency benchmarks to ensure the circuit meets Service Level Agreements (SLAs).
Technical Skills & Qualifications
- Connectivity Standards: Deep understanding of Ethernet standards and Fiber Optic technology (GPON, Active Ethernet).
- Networking Protocol: Proficiency in TCP/IP, DNS, DHCP, and basic command-line interface (CLI) interactions for equipment configuration.
- Tool Proficiency: Experience using fusion splicers, signal level meters, TDRs, and network testers (e.g., NetAlly, VIAVI).
- Hardware Knowledge: Familiarity with enterprise-grade hardware such as Cisco, Adtran, Juniper, or Ciena.
- Certifications (Preferred): CompTIA Network+, BICSI, or FOA Certified Fiber Optic Technician (CFOT).
Soft Skills & Requirements
- The Professional Face: Ability to communicate technical issues clearly to non-technical business owners and IT Managers.
- Problem Solving: A methodical approach to troubleshooting—isolating variables to find the root cause of an issue quickly.
- Physical Demands: Ability to lift up to 50 lbs, climb ladders, and work in confined spaces (server closets/crawl spaces).
- Mobility: Must possess a valid driver's license and a clean driving record for operating a company service vehicle.
What Success Looks Like
- Mean Time to Repair (MTTR): Consistently meeting or exceeding targets for restoring business services.
- First-Time Fix Rate: Resolving issues on the initial visit to minimize client downtime.
- Client Satisfaction: Maintaining high CSAT scores through professional conduct and clear communication.
