Job Summary:

The Communication Services Technician plays a key role in delivering FOCUS Broadband services directly to customers by installing, repairing, testing, and troubleshooting residential internet, voice, and related telecommunications equipment. This hands-on field role requires working in customer homes, crawl spaces, attics, and outdoor environments to complete service installations, resolve technical issues, and educate customers on products and equipment use to ensure a positive customer experience. As a frontline representative of FOCUS Broadband, this position requires technical aptitude, independent problem-solving, strong communication skills, professionalism, effective coordination with dispatch and operational teams, and a strong commitment to safety and quality workmanship.

Essential Functions:

• Install, activate, test, troubleshoot, repair, and restore residential telecommunications services, including internet, voice, and related customer equipment, in accordance with company standards and service requirements.
• Complete assigned service orders, disconnects, and related field assignments within expected timeframes while maintaining quality workmanship and customer service standards.
• Access customer service areas, including crawl spaces, attics, confined spaces, elevated work areas, and uneven terrain, to complete installations, repairs, and service-related work.
• Educate customers on installed products, service functionality, equipment operation, and basic troubleshooting to support a positive customer experience.
• Diagnose service interruptions, connectivity concerns, equipment malfunctions, installation barriers, and environmental challenges by evaluating conditions, testing equipment, and applying technical troubleshooting skills.
• Operate and safely use company-issued tools including ladders, testing equipment, telecommunications devices, laptops, mobile applications, and related installation or repair equipment necessary to perform assigned duties.
• Accurately document completed work, service activity, equipment usage, material consumption, customer-related notes, and other required operational records.
• Maintain accountability for assigned inventory, tools, equipment, and returned or unused materials.
• Communicate professionally and effectively with customers, coworkers, leadership, and all other team members while explaining technical information in a clear and understandable manner to support effective service delivery and a positive customer experience.
• Perform all work in compliance with company policies, operational procedures, service standards, applicable regulations, and safety requirements, including safe driving practices, proper use of personal protective equipment (PPE), ladder safety, and safe equipment operation.
• Support service restoration efforts, outage response, and additional operational assignments as business needs require.
• Work assigned schedules based on operational and business needs, which may include Sunday–Thursday, Monday–Friday, or Tuesday–Saturday schedules, rotating on-call responsibilities outside regular business hours, and overtime related to workload demands, service interruptions, outages, or weather-related events.

Additional Responsibilities:

• Maintain regular and timely attendance.
• Perform other duties/special projects as required.
• Participate on behalf of the company in community and company-sponsored activities as requested.
• Attend safety meetings; complete online safety training; and maintain a safe working environment.
• Actively maintain and enhance job-related knowledge and skills through ongoing professional learning and development.

Minimum Qualifications:

• A high school diploma is required.
• An associate degree in a technical field or relevant experience is preferred.
• Telecom and Network Data Certifications are preferred.
• Hands-on work experience in technical fields is preferred.
• Valid driver’s license with an acceptable driving record and the ability to travel throughout the company’s service area is required.

Knowledge, Skills, and Abilities:

• Proficiency with residential telecommunications installation practices, low-voltage wiring fundamentals, structured cabling methods, and related technical concepts applicable to internet, voice, and customer service equipment.
• Familiarity with and appropriate application of company policies, procedures, products, services, safety standards, and customer service expectations applicable to assigned responsibilities.
• Proficiency with, or the ability to learn, job-related technology, service applications, diagnostic equipment, testing tools, telecommunications installation equipment, hand tools, power tools, and mobile computing devices required to perform assigned duties.
• Mechanical aptitude and the ability to safely use hand tools, power tools, installation equipment, and related technical devices required to perform assigned duties.
• Familiarity with residential construction elements such as drywall, masonry, framing, and common access points, with the ability to adapt installation techniques appropriately based on the work environment.
• Analytical problem-solving skills to troubleshoot service interruptions, evaluate installation challenges, assess alternatives, and determine appropriate solutions or escalation needs.
• Ability to plan, organize, prioritize, and manage multiple assignments efficiently while maintaining service quality and meeting operational expectations.
• Strong attention to detail and accuracy in completing installations, service repairs, documentation, inventory accountability, and customer-related records.
• Strong verbal communication skills, including the ability to explain technical information clearly and professionally to customers with varying levels of technical familiarity.
• Ability to work independently, exercise sound judgment, and maintain dependable follow-through in managing assigned responsibilities.
• Ability to work effectively both independently with minimal supervision and collaboratively with coworkers, leadership, and all other team members.
• Ability to perform effectively under pressure, adapt to changing schedules, service demands, environmental conditions, and time-sensitive operational needs.
• Professionalism, sound judgment, and a customer-focused approach while representing the company in customer homes and other work environments.
• Willingness to learn, adapt, and maintain job-related technical knowledge and skills as systems, equipment, products, services, and processes evolve.

Physical Requirements:

• Medium physical demand, requiring the ability to exert up to 80 pounds of force occasionally, up to 40 pounds frequently, and up to 10 pounds constantly to move tools, equipment, materials, or other job-related objects.
• Combination of stationary tasks and active field work throughout the workday, including standing, walking, bending, stooping, crouching, kneeling, crawling, climbing, and moving between customer locations.
• Safely climb ladders and access elevated work areas, attics, crawl spaces, confined spaces, and other service access areas in accordance with company safety guidelines.
• Reach at or below shoulder level and overhead as needed.
• Maintain balance and coordination while carrying tools or equipment, working on uneven terrain, climbing ladders, or navigating confined work environments.
• Operate a motor vehicle and travel between customer homes, company locations, and other assigned work sites as required by daily assignments.
• Communicate verbally with customers, coworkers, dispatch, and leadership in support of assigned responsibilities.

Working Environment:

• Work is performed primarily in residential environments, including customer homes, crawl spaces, attics, confined spaces, and other indoor and outdoor service areas.
• Work environments may be poorly ventilated, dusty, damp, dirty, noisy, hot, cold, or humid and may involve exposure to insects, rodents, wildlife, or other environmental conditions commonly associated with residential field work.
• Outdoor work may involve exposure to varied weather conditions, including rain, wind, heat, cold, and humidity.
• Work may occur in uneven terrain, at varying heights, or in elevated or confined work areas.
• Work requires the routine use of hand tools, power tools, ladders, testing equipment, telecommunications devices, laptops, and personal protective equipment (PPE).
• All work must be performed in accordance with company safety policies, procedures, and applicable safety requirements.

Who is FOCUS Broadband?

FOCUS Broadband is North Carolina's largest communications cooperative. Formerly known as ATMC, our humble roots began in 1955 when residents banded together to bring telephone service to Brunswick County for the first time. Today, our team provides high-speed fiber optic internet, Merge TV, Wireless, Security, and more. 

FOCUS Broadband is proud of our history and reputation for putting our customers first. FOCUS Broadband has built its reputation by providing outstanding customer service and technology. We are building a next-generation, 100% fiber-optic network in Brunswick County. We are expanding our reach to serve portions of Bladen, Chowan, Columbus, Duplin, Hoke, Pender, Perquimans, Robeson, and Scotland Counties. 

As employees at FOCUS Broadband, our team enjoys rewarding, challenging, and exciting careers. Though we number more than 350 employees, FOCUS Broadband maintains a small company feel by letting employees know they are appreciated, valued, and recognized. Our team enjoys competitive earnings and excellent benefits, including a 401k with a company match with an additional company contribution to the 401k, an on-site clinic, a lucrative wellness program, tuition reimbursement to help with career advancement, and much more. FOCUS Broadband is a "Local Company with Local Priorities."

Are you ready to start an exciting career with FOCUS Broadband?

FOCUS Broadband Benefits:

• Competitive Salaries
• 401k company contributed plus tiered match
• Employer-paid premiums for Medical, Dental, and Vision coverage for employees 
• Employer-paid Short-Term and Long-term Disability coverage.
• Employer-paid AD&D (Accidental Death & Dismemberment) and Term-life.
• On-Site Clinic: available Monday-Friday
• Wellness Bonus Program - including Gym Reimbursement 
• Tuition Reimbursement
• Generous PTO & Paid Holidays