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

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

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.