Field Technician

Responsible for performing skilled technical work, providing technical support for client organizations, performing installations and services for residential and commercial customers. Ensure high-quality execution of telecom and broadband services including internet, video, voice, and alarm systems.

Responsibilities

• Install and maintain telecom and broadband services from street to home, including internet, video, voice,
and alarm systems.

• Perform quality checks of the work executed to ensure installations meet client standards.

• Adhere to safety protocols and use proper personal protective equipment (PPE).

• Troubleshoot and resolve technical issues for customers.

• Maintain accurate records of work performed and equipment, consumables used.

• Operate company vehicles safely and efficiently.

• Communicate effectively with customers, explaining services and addressing concerns.

• Stay updated on new technologies, installation techniques, client products and features.

• Educate customers on self-help options and product features.

• Identify and pursue opportunities for additional services or upgrades

Key Measures / Key Performance Indicators:

• Operational efficiency and productivity metrics (On Time Arrival, Job Completion Rate, Technician NPS
(TNPS), First time right (FTR), Home Health Check (HHC), Meter Usage, Repeat Service Calls, Quality
Control Pass Rate, etc

• Customer satisfaction scores, Net Promoter Score (NPS)

• Safety compliance records

• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

• Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Requirements

Education:

High school diploma or equivalent. Technical certifications relevant to the telecom and broadband
industry e.g. alarm systems, router configurations, etc.)

Experience:

• 0 to 2 years of experience as a technician in telecom or broadband field operations.

• Experience with cable, internet, and voice service installations a plus

Exposure:

• Familiarity with various telecom and broadband technologies, tools and equipment

• Knowledge of safety procedures and regulations

• Understanding of customer service principles, practices.
Factors critical to success at ITG Communications for this position:

• Technical aptitude and willingness to continuously learn new technologies.

• Customer service orientation with the ability to communicate effectively

• Ability to work independently and as part of a team, demonstrating strong work ethic and time management skills

Physical Requirements

• Ability to stand, walk, and sit

• Ability to use hands to handle or feet

• Ability to reach with hands and arms

• Ability to climb and balance

• Ability to stoop, kneel, crouch, bend and crawl

• Ability to lift up to 75 lbs

• Ability to maintain all safety expectations

Please note:

This is a safety-sensitive position. The employee has responsibility for their own safety and the safety of others.
The employee must be able to perform all duties in accordance with safety regulations, company policies, and client requirements. This includes but is not limited to:

• Following all required safety protocols and procedures

• Using appropriate personal protective equipment (PPE)

• Operating vehicles and equipment safely

• Maintaining valid certifications and licenses as required

• Participating in mandatory safety training and meetings

• Reporting unsafe conditions or practices

• Passing required drug and alcohol screening

• Maintaining physical capabilities necessary to perform essential job functions safely
Failure to meet these safety requirements may result in disciplinary action up to and including termination of employment.

Additional Comments

ITG is an equal employment opportunity employer. ITG's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. ITG also prohibits harassment of applicants or employees based on any of these protected categories.

It is also ITG's policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.