Technical Quality Assurance Field Technician

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REQUIRED QUALIFICATIONS • Ability to adhere to local, federal regulations and company policies • Advanced understanding of the TCP/IP stack and associated abstraction layers • Advanced knowledge of network designs, network architectures, and network topologies • Ability to inspect and repair aerial and underground HFC drop system • Ability to prioritize and organize effectively • Ability to positively influence others and facilitate change to resolve quality issue • Ability to read, write, spea

• Ability to drive Company vehicle in a safe and responsible manner • Ability to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of that equipment • Ability to perform job from high places (i.e. poles and roofs) • Ability to work while standing 50 - 70% of the time. Ability to work with small components and wires to make cable connections • Ability to travel (including during inclement weather) to and from assigned territories

JOB SUMMARY
Under limited supervision, verify that the premise wiring and services meet all company installation and service specifications for residential and SMB commercial customers. Perform basic to complex installation, troubleshooting and repair of video, internet, telephone services from tap to Customer Premise Equipment (CPE) or other demark locations for residential and small to medium commercial customers. Perform quality control inspections by reviewing work completed by contract & in-house technicians. Test and repair network hardware for residential and commercial customer services. Provide exceptional service to customers as well as their technical representatives, ensuring that Charter services interface as expected with business systems.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
• Actively and consistently support all efforts to simplify and enhance the customer experience
• Perform quality control inspections and repair residential and complex residential and commercial customer premise HFC network workmanship of in-house and service partner workforces to ensure compliance with quality and safety guidelines (includes compliance with requirements outlined in applicable regulations such as OSHA and FCC and following procedures as outlined in the Customer Premise Network Installation (CPNIQ), Technical Quality Assurance (TQA), National Electric Code (NEC), National Electrical Safety Code (NESC), other Installation, Technical Operations, Safety Manuals, and Employee Handbook).
• Perform basic to complex installation of and troubleshoot/repair coax based phone, internet or video services in a residential and commercial environment (small to medium businesses) from the tap to the connection of the CPE; including but not limited to, all necessary wiring of both interior and exterior associated equipment in the forward and return signal path of the customer premise network (CPN).
• Configure, install, and maintain Network Wi-Fi products to routers, gateway servers, Ethernet switches, and wireless access points and other components within HFC.
• Interact with business customers and their representatives, demonstrating an understanding of and regard for the unique priorities of business clients. Work with customer technical support personnel to diagnose and correct service related issues.
• Respond to equipment failures, troubleshoot and repair equipment while providing the customer with productive communications regarding repair process.
• Assist supervisor in following up on unacceptable workmanship to ensure work is completed to satisfactory levels.
• Recognize and escalate to a supervisor persistent service problems or other observed factors that could impact the ongoing relationship between Charter and a business customer.
• Follow security procedures to prevent any unauthorized services.
• Utilize and demonstrate proficiency with tasks, tools, test equipment and information that will enhance business results.
• Enter inspection findings in established company database in accordance with policy and procedures.
• Maintain accurate records including time worked, daily logs, gas sheets as required; properly record all required information on data devices and/or work orders.
• Operate communications device in accordance with company policies.
• Operate a company vehicle in a safe and responsible manner; Clean, maintain, stock, and secure assigned vehicle and equipment, in accordance with company policies.
• For applicable systems: Perform repair and maintenance on voice systems; Installing, uninstalling and reconnecting NEU devices and backup powering; Initiating DHCP script.
• Adhere to industry specific, local, state and federal regulations, as applicable.
• Know, understand and follow company policy.
• Perform other duties as requested by supervisor.

x x x x Canceled/Expired Listing x x x x

listed 06.09.17 • expires 09.07.17