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CATV/Network Support Specialist

Full-time Employee


Minnesota

Mankato

Job Description

We’re Apogee. Nice to meet you. At our core, we’re an IT services organization that happens to focus on higher education. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets the needs of today’s technology-savvy generation.

We're offering:

$24/hour with the potential to earn overtime*
Health insurance plan including a Health Savings Account matching program
Monthly stipend for cellular and data usage
Engineering and Technical teams receive cash bonuses for obtaining certifications
$500 sign-on bonus 60-days after your start date
*This amount may vary based on skills and experience.

Field Service Representatives are a vital part of our client's service organization. This is split position with 60% data network and 40% cable TV support. You will provide hands-on maintenance and operational support for data, video, IP video, cable TV, IP phone network core, and distribution equipment. You’ll do all this onsite interacting daily with our customers, which means you’ll need to have a professional attitude and appearance. You’ll report directly to a regional supervisor.

This job is based in Mankato, Minnesota. To apply, go to https://apply.workable.com/j/3F29F08EFA.

Here’s your job:

Providing exceptional service to customers
Working with Apogee to address end-user and network escalations
Working with Apogee to coordinate client activities (e.g. move-in)
Responding to emergency outages promptly
Monitoring, investigating and retiring equipment alarms
Collaborating with local network partners to address escalated issues/situations (e.g. virus outbreaks)
Troubleshooting, maintenance and repair of all CATV services, including infrastructure cabling, hardware, and fiber optic nodes within assigned area
Installs in-line devices on system back bone, amplifiers, line extenders, taps, splitters and power supplies
Executes changes in plant conditions as well as minor plant changes and extensions
Maintaining own schedule for onsite customer appointments within 24-48 hour SLA
Tracking and updating escalation tickets
Working with Apogee on customer install activities as needed
Seeing that Apogee’s policies and end-user agreement are upheld in your perspective region
Generating reports as required
Attending training events as required
Other documentation and administrative duties as requested
You’ll love this job if this describes you:

Deeply ingrained self-motivation. You’re motivated to get work done. That means that you love efficiency and are driven to complete a project.

Technical aptitude. Pick up on technical things quickly, and you are good at learning new products and new technologies. This specifically includes: reading blueprints, installing and configuring networking equipment, testing methodologies, and Internet connectivity troubleshooting.

Service to others/customers. Listen to customers (internal and external), address their needs and concerns, and keep customers informed by providing status reports and progress updates. Deliver on service commitments, meet established or agreed upon deadlines, and maintain supportive relationships with customers.

Taking initiative. Respond quickly and appropriately to requests that come to you from internal and external customers. Assume you’re wholly responsible for owning an issue to its conclusion (including solving the problem or escalating it in a timely manner).

Requirements:
Experience with commercial-grade networking equipment
Experience with fiber and copper-based, Hybrid Fiber Coax (HFC), RF via coax, QAM
Complete understanding of electrical, analog, digital, electronic, switch and routing concepts
Certifications such as Net+, CCENT, CCNA, CWTS, SCTE, NCTI, SBCA
Experience with Cable TV “headend” equipment
Associate’s Degree in a technical field with 2+ years’ experience or Four-year degree in Technology field
2-3 years of help desk or technical support experience
2-3 years of customer support experience

Important considerations you should review:

Physical requirements. You’ll use your hands to type, use power tools. You’ll stand, walk, reach with arms and hands and due to the need to review client sites, may have to step over, climb or balance around obstacles, twist, stoop, kneel, crouch or crawl. Our equipment can be heavy, you’ll need to lift up to 75 lbs.

On-call Environment. You will be part of an on-call rotation and may need to work weekends, holidays and overnight in the event of an outage or scheduled maintenance window.

Driving and Criminal Background. We take the safety of our team and our customers very seriously. You must have and maintain a valid driver’s license. You must also pass a criminal background check to work on any of our customer’s properties.

Travel: Medium

Apogee does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

At Apogee, we believe education is a doorway to a fair and just society. Within our own walls, we stand committed to creating a healthy culture of diversity and inclusion, to empowering one another as advocates for an inclusive workplace, and to doing so transparently. Apogee employees founded three employee-led groups in 2020 including Diversity and Inclusion, Civic Awareness, and Apogee Veterans.

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About Us

Apogee is the leading provider of network service technology to higher education institutions around the United States. Over the last decade, Apogee has doubled in size every three years and continues to grow quickly. Apogee values the employee experience and is consistently implementing programs and initiatives focused on making us a great community to work. Our growth regularly leads to opportunities for driven, hardworking employees to grow with the company in advancement.

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