Internet Service Technician

Job Description

Description:  

The technician will troubleshoot high-speed Internet service concerns at a customer location or on the phone.  This responsible individual will install, disconnect, reconnect, add-on, and/or change equipment while regularly climbing ladders and working on roofs or service towers. Internet Service Technician is the face of PointeNet that serves as the front-line representative and a key member of our service-oriented team.

 

Hours: 

  • Full-time

Rate:

  • $15/hr -$20hr

Benefits: 

  • Paid Vacation

  • 401K

Tasks/Responsibilities:

  • Works outside on a customer's premises or within customer's home or business

  • Regularly climbs ladders while performing installations and repairs

  • Troubleshooting: Attempts to identify and remedy sources of internet, video and telephone service or customer-perceived problems

  • Interacts with customers in a professional, courteous manner when responding to escalations and repeated customer concerns

  • Setup and perform basic testing and setup of customer installed services including computers, routers, and printers

  • Educates customers in the use of installed products

  • Prepares for daily work assignment by requisitioning equipment and supplies from warehouse, and stocking vehicle as needed

  • Drives and maintains a company truck between office and/or home, warehouse, and work sites in a safe and courteous manner, and in accordance with all laws and company safety policies

  • Communicates with dispatch and monitors provided software throughout the day for information regarding changes to work schedule and for information about current installation

  • Promotes our services to generate new accounts, service upgrades or additional services by explaining the advantages of additional products and services

  • Explains waivers, agreements, and customer release forms

  • Cleans work area upon completion of job

  • Participates in team meetings as scheduled

  • Applies knowledge and skills acquired through required follow-up training to the relevant aspects of their work activities

  • Completes paperwork accurately and reports and records work order status updates as required through varies methods or medias

  • Works on regularly scheduled days as well as unscheduled days and beyond regular work hours due to customer or operational demands

 

Qualification and Education:

  • Some college or trade school

  • Willingness to work outdoors

  • Willingness to work at heights.

  • Minimum 18 years of age

  • HS Diploma or GED equivalent preferred; post-high school education a plus

  • Valid state driver's license and a good driving record

  • Minimum of one year of work experience in at least one of the following areas: structured wiring (e.g., new construction electrical, low voltage wiring, home entertainment system wiring); field service installation and repair in voice (telephone; data (internet), or video (RF/cable).

  • Minimum of one year of direct customer service experience.

  • 2-5 years of experience specifically in service installation and repair in multiple telecommunications environment or construction services, preferred

  • Personal Computer and Windows software skills

  • Stable work history and able to work required shifts and overtime (if necessary)

 

Working Conditions:

  • Employee is constantly required to stand, walk, use hands to handle or feel objects, tools or controls and reach with hands and arms. Must be able to frequently climb a ladder and work in an elevated position. On a constant basis, must safely lift, carry and maneuver heavy or awkward objects 20 pounds or more. Specific vision abilities required include close, distance, peripheral vision, depth perception and the ability to adjust focus. Full spectrum color vision required. Must be able to work safely in a field or office environment. Must be adept at working in adverse weather conditions

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Abilities:

  • Fast learner, good with people, outgoing.

  • Good salesmanship skills.

  • Excellent communication skills both written and verbal.

  • Detail oriented.

  • Microsoft Office

  • IT skills, preferred.