Field Service Technician - Cleveland

Zentro is one of the largest independent internet service providers focused exclusively on multi‑dwelling units (MDUs) in the United States. Following our recent merger with BAI Connect, Zentro now serves over 100,000 subscribers across key markets including Chicago, Los Angeles, and Detroit. We specialize in delivering bulk internet and managed Wi‑Fi solutions purpose‑built for apartment communities, high‑rises, and mixed‑use developments. Our fully owned network infrastructure, resident‑first support model, and tailored technology stack enable us to offer a refreshingly different alternative to legacy providers—one rooted in simplicity, reliability, and satisfaction.

Role

As a Field Service Technician, you’ll be a part of our frontline team that supports our valued customers. Whether it’s connecting them to our services for the first time or troubleshooting existing connections, your work will create a personal customer experience that supports Zentro’s mission of taking customer care to the next level. If you’re up for delivering great customer support in a fast‑paced environment, we’re ready to provide you with opportunities for success.

Working in some of downtown Cleveland’s premier high‑rise and mid‑rise buildings, you’ll support both our Internet and Direc

TV services. You’ll need to work independently, have excellent customer service skills, and educate customers on our offerings while promoting Zentro as a premier service provider.

• Utilize the existing cabling (ethernet fiber, coax, etc.) to provide Internet and Direc
  
  TV to the customer.
• Install and troubleshoot Customer Premise Equipment (CPE).
• Use proper tools and meters (e.g., Direc
  
  TV AIM Meter) to ensure optimization of our services.
• Verify all services are working optimally and demonstrate the services to the customers.
• Perform routine clean‑up and maintenance of our equipment in IDFs/MDFs.
• Use a company‑issued PC and your personal cell phone to update and complete scheduled appointments.
• Drive a company vehicle (if available).
• Communicate with our CSRs and NOC when required to get the job done.

• Complete understanding of the physical layer, Cat 5/6, 66 blocks, 110 blocks, patch panels, multimode fiber, coax, etc.
• Customer‑friendly personality and good conversation skills.
• Superior troubleshooting and critical thinking skills.
• Solid understanding of home networking equipment, switches, routers, Wi‑Fi, streaming devices, etc.
• Experience with Direc
  
  TV service.
• Proficient computer skills.
• Knowledge of network troubleshooting tools such as ping, trace route, telnet, ssh, etc.
• Ability to multitask in a fast‑paced environment.
• Proficient in troubleshooting common Direc
  
  TV errors such as 771 and 775.
• Physical requirements:
  
  Must be able to lift 60 lbs and be comfortable standing for long periods and working in different positions such as kneeling, crouching, stooping, and other uncomfortable positions.

• Valid driver’s license and a good driving record.
• Must be willing to work day, evening, or night hours; overtime, emergency on‑call rotation, weekends, and holidays as required.
• Must be reliable and punctual.

• Experience with both Internet and Direc
  
  TV services in an MDU. Nearly all of our customers reside in a mid‑rise or a high‑rise (not single-family homes).

• Competitive salary range of $21.50 – $26 /hour, depending on skill‑set.
• Comprehensive benefits package, including health, dental, and retirement plans.
• Opportunity to work with a dynamic team in a growing industry.
• Ongoing training and professional development opportunities.