Technician I, Field Service

*This position is located in Nome, Alaska*

GCI's Field Service Technician I will represent the company’s service and philosophy by providing telecommunications installation and servicing of Video, high speed Data and Voice product lines within customers residence and business properties in an efficient and professional manner.

Position’s Customer(s): The primary customer is “the public” who has purchased and is using company products and services who are considering upgrading/expanding products and services.

Essential Duties:

• Responsible for installing, servicing and troubleshooting telecommunications equipment including analog or digital systems for video, voice, and data services from the tap or demark location to the customer's home or office.
• Performs routine service and maintenance and operations on radio frequency / analog / microwave / fiber optic / AC / DC components.
• Refers problems between the demark and headend or distribution center to network technicians.
• Performs disconnects, reconnects or relocating services as instructed and repairs or replaces worn components and faulty connections. Utilizes test equipment to measure adjust signal strength to ensure optimum reception.
• Performs preventative or corrective maintenance, such as underground cable locates, outage response, rewiring or upgrading cabling and equipment, impairment mitigation, system drive off and repairs.
• Communicates with customers on-site and presents additional service offerings.
• Support senior staff technicians and mentor’s junior technicians with install, test, and repair of custom service orders.
• Responsible for basic vehicle maintenance, truck stock, and follows the company’s safe driving and other applicable policies.
  

Additional Job Requirements : This is an entry level position within the telecommunications field service industry that will support and learn from the company’s certifications education and senior technicians basic understanding for installation, modifications, and test procedures used to install, disconnect, repair video, data and voice services within customer’s residential and/or business properties. Works under close supervision and work is reviewed by senior staff.

Essential Duties for this position :

Basic knowledge and ability to perform installation, service, disconnects, testing and repair of Video, Voice, and Data services to include:

• Related wiring for company and/or customer equipment, explaining non-technical procedures, equipment operation, answering customer questions and promoting sales of additional services.
• Evaluate field conditions perform test, and measure to determine signal quality. Ensures proper cabling from the tap or demark location to the customer premise equipment.
• Organizes daily workload and performs work utilizing industry standard test equipment and hand tools to install, maintain, or repair services.
• Performs preventative or corrective maintenance, such as underground cable locates, outage response, rewiring or upgrading cabling and equipment, impairment mitigation, system drive off and repairs.

Communicates with Dispatch or TAC to update and complete service orders or trouble tickets.

• Assist with new installations and trouble tickets in a timely manner.
• Verify accuracy of written work order, confirm discrepancies, collect payments and customer signatures, ensures all documentation is updated in a timely manner.
• Escalates issues as needed to the appropriate department, or management team.

Work with senior technicians and respond to outages or other duties as required.

Job Qualifications:

Knowledge, Skills and Abilities:

• Knowledge of home/business wiring, adjusting, installation, and service of consumer electronics equipment.
• Ability to read and understand system design and city street maps.
• Ability to maintain confidential company and customer information.
• Knowledgeable and responsive to financial accountability for vehicles, inventory (i.e., test equipment), paperwork, and safety procedures to minimize claims.
• Interpersonal skills: ability to develop positive rapport with customers; demonstrate fair and equitable treatment of fellow employees and customers.
• Time management skills: ability to organize assignments, equipment, and routing to maximize productivity.
• Communications skills: must be able to articulate technical information clearly and concisely in written and electronic follow-up reports and work orders; complete written route sheets. Verbally communicate technical information to customers, contractors, utility workers, fellow employees and general public in an effective manner appropriate with all levels of understanding.
• Analytical skills: ability to interpret and accurately apply applicable codes, regulations, policies, procedures, guidelines, etc.
• Knowledge of telephone/RF standards, safety codes and terminology as it relates to service orders, repairs tickets, and materials for residential installations and repair is desired.
• Working knowledge of Company products, services and features offered for video, voice, and data services or demonstrated background with industry equivalents.
• Ability to, operate and interpret data from applicable test equipment required to perform installation, troubleshooting, and repair.
• Working knowledge of issued monitoring and test equipment.
• Basic computer skills
  

Minimum qualifications:

• Minimum 6 months experience with a related technical background.
• Telecommunications customer service experience preferred.
• High School diploma or equivalent required.
• Associates Degree in electronics, telecommunications trade school or equivalent training preferred.
• Certifications: Industry specific certifications are highly valued.
  • Upon hire many be required to complete: Company on-line Installer, Pole Climbing, AK DOT Bucket Truck and AK DOT approved Flagger Certification.
  • Additional certifications or successful course completion may be required within a defined period of time after position acceptance.
    

Physical Requirements :

• High degree of balance, coordination and strength needed routinely in climbing poles, towers, ladders, etc. and avoiding obstacles.
• Daily walking, crawling, bending, stooping and kneeling on varied surfaces such as roofs and in trenches often hampered by weather elements.
• Lifting, carrying, pushing, and pulling to maneuver equipment/supplies of up to 70-pound loads occasionally, less weight more regularly.
• High degree of hand dexterity and eye/hand coordination to operate hand tools and to connect, separate, and twist multiple smaller items on a daily basis.
• Clarity of vision at every distance with good depth perception and ability to clearly distinguish colors routinely for driving and performing assigned tasks.
• Good hearing, capable of distinction between equipment signals and the human voice often amidst background noises, such as wind, rain and traffic.
  

Working Conditions : Subject to adverse weather and driving conditions. Work involves heights up to 40 feet on poles, ladders, and buckets. Work performed below overhead construction and in trenches to 10 feet in depth. Tasks performed around high-power electrical conductors and gas lines. Work areas can be cramped, dark, dusty, damp, wet, stuffy, sticky, smelly, hot and/or cold. May encounter unrestrained animals/pets.

Must be able and willing to work flexible hours including, but not limited to, overtime, on-call, and/or additional time on weekends, holidays, evenings, before or after normal shift hours. Travel may be required to assist other systems personnel.

• All Technicians and above must be able to cope with a remote arctic environment
• Drug Testing: Participation in a DOT or non-DOT drug and alcohol testing program may be required to satisfy conditions of a contract or proposed contract with a business partner or client. This includes pre-employment, random, reasonable suspicion, post-accident, return to duty, and follow-up testing.
• Fitness For: Duty: Ability to pass a pre-employment or return to work physical and fitness for duty examination may be required to satisfy conditions of a contract or proposed contract with a business partner or client.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the normal business hours to respond to the immediate emergency. You will be requested to provide an emergency after hours contact numbers.

Driving Requirements (required) : Must possess and maintain a valid driver’s license, proof of insurance, and a satisfactory driving record. Compliance with company driver safety program required.

EEO: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.

Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualification required of employees assigned to this job.