The Technician will be responsible to perform service Installations for cable TV, High-Speed Internet and digital phone service (VoIP). This person will also responsible for upgrades, downgrades, as well as disconnection of services. Also required is the ability to troubleshoot a customer's system in order to isolate, repair, and service related problems. A fundamental part of this position is the ability to educate customers on how to properly operate the equipment and services installed. Must be able to work in all weather conditions, outside year round. Must be able to work weekendsif needed.
Must be able to lift, carry and safely handle a 70 lb. 28 foot extension ladder. Ability to use power tools is required.
The primary function of an employee in this position is to provision end-point devices for activation of voice, video and data services to residential and commercial customers. Troubleshoot activation problems at time of activation with field technicians and/or customers. Respond to field service technicians for requests during trouble calls. Coordinate field service technician's routes and schedules to ensure efficiency. Ensure complete customer satisfaction by contacting customers or technicians.
This position will be responsible for the following:
Create, process and manage network documentation in Operating System. Ensure proper activation, suspend, deactivation, resume and reconnection provisioning on element managers for network and customer premise equipment according to service order specifications.
Record relevant documentation about service order processing in system (notes). Troubleshoot service order failures and resolve documentation and provisioning issues, when necessary, manually provision services through element managers.
Respond to field tech requests for information, troubleshooting assistance and equipment replacement requests that require provisioning of services. Dispatches timely and efficient customer installation and trouble service assignments using electronic dispatch equipment. Responds to customer service requests by prioritizing and dispatching work orders to installation and/or service technicians. Monitor and maintain field service schedules in work force management system and adjusts throughout the day. Ensures daily routes meet drive time, appointment times, productivity and skill set goals. Maintains regular contact with technicians to provide support or adjust service levels based on customer calls. Contact customers when necessary to update them if appointments will not be fulfilled on time.
As required, perform clean up tasks on plant and network documentation• Perform other tasks as may be required to assist MI-Connection in carrying out its customer service mission, goals and objectives as circumstances may dictate. This includes the short-term assignment to a wide range of other job functions and responsibilities, which may be needed in situations where the loss of service to MI-Connection customers is threatened or restoration of service is required.
REQUIREMENTS : Must be able to work non-standard hours Friday-Tuesday - 40 hours
EDUCATION: High School diploma or equivalent required. Associates Degree in related field preferred. (Information Technology, Computer Science, Electrical Engineering, etc.)
EXPERIENCE: Minimum of 2 years telecommunications, CATV and data experience preferred. Employee should be able to perform in high stress environment.
Must have a valid driver’s license, and ability to pass drug screening tests and background check
MI-Connection is an equal opportunity employer
Only people who are team oriented, have excellent customer service skills, and are committed to providing high quality work will be considered for these positions.
Applicants should have a high school diploma or equivalent.
Applicants must be able to pass drug test and background check. MI-Connection offers a competitive salary and benefits package. MI-Connection is an equal opportunity employer.