This is a field-based technician position. Candidates must live within Robeson, Scotland, or Hoke Counties, or within a reasonable daily commuting distance to these service areas.

Job Summary:

The Communication Service Technician at FOCUS Broadband is crucial in representing the company's brand by delivering outstanding customer education and service to external and internal customers. This position involves applying critical thinking and technical skills to install and repair services with equipment related to modems, fiber optic cables, routers, switches, ONTs (Optical Network Terminals), and MDUs (Multiple Dwelling Units). Technicians receive their assignments through an online ticketing system and maintain communication with dispatch and the foreman. The primary focus of a Communications Services Technician is providing technical installation and repair services involving customer interaction, technical problem-solving, and a solid commitment to safety and resource management.

Essential Requirements:

• Strong work ethic: Dedication, commitment, problem-solving, and troubleshooting skills are essential for this role, as the position involves resolving technical issues and challenges.
• Climbing and crawling: Ability to navigate through crawl spaces and attics, including restricted movement areas, sometimes using extension ladders.
• Driving: The technician will travel safely between residential properties and other designated locations throughout each workday following laws, company policies, and procedures.
• Customer Education: Providing excellent customer service and educating customers on product usage, setup, and maintenance are crucial for ensuring a positive customer experience.
• Safety Requirements: Adherence to safety protocols, including the use of hand and power tools, ladder safety, and proper personal equipment (PPE), is a top priority to ensure the safety of both employees and customers.
• Technology-Based: Technical proficiency in using test meters, laptops, and various equipment related to residential wiring, modems, switches, and AV equipment.
• Inventory Tracking: Maintaining accurate records of inventory equipment and materials used for installations and repairs is essential for efficient resource management.
• Warehouse: Coordinating with the warehouse for equipment and materials ensures that necessary resources are available when needed and that unused materials are adequately managed.
• Location: Our employees may be required to report to various FOCUS Broadband locations throughout our service area.
• Project Flexibility: The technician may be required to undertake other job-related tasks or projects assigned by leadership and/or dispatch.

Additional Responsibilities:

• Maintains regular and timely attendance.
• Performs other duties/special projects as required.
• Participates on behalf of the company in community and company-sponsored activities as requested.
• Attends safety meetings, completes online safety training, and maintains a safe working environment.
• Actively maintains and enhances job-related knowledge and skills through ongoing professional learning and development.

Minimum Qualifications:

• A high school diploma or equivalent is required.
• An associate degree in a technical field or relevant experience is preferred but not required.
• Telecom and Network Data Certifications are preferred but not required.
• Hands-on work experience in technical fields is preferred but not required.
• A valid driver's license and a clean driving record are required.

Position Type & Expectations:

• This position is full-time.
• On-call with rotating shifts until 10 pm. This on-call rotation will be outside regular business hours.
• There are three different schedules: Sunday-Thursday, Monday-Friday, & Tuesday-Saturday. These schedules will be determined based on workforce requirements and management decisions.
• Overtime may be required based on the workload and potentially due to weather hazards.
• Technicians are expected to travel to customers' homes for installation and repairs. A valid driver's license with a clean history is required.

Knowledge, Skills, and Abilities:

• Skilled use of telecommunications installation and testing equipment, including: cable preparation and termination tools for fiber, coax, and CAT5/CAT6, Fish tape, glow rods, or magnetic pulling systems for wall and ceiling routing, diagnostic and testing tools such as light meters, volt meters, and cable mappers.
• Knowledge of residential low-voltage installation practices, structured cabling standards (fiber, coax, CAT5/CAT6), and proper mounting requirements for telecommunications equipment.
• Familiarity with residential construction elements such as studs, drywall, masonry, and common access points, along with appropriate fastening and anchoring methods for each material type.
• Proficient use of hand and power tools (such as screwdrivers, pliers, hammers, combination wrenches, drills, saws, stud finders).
• Ability to cut and modify drywall cleanly, route cabling through structural pathways with minimal disruption, to securely and properly mount equipment on various residential surfaces.
• Skill in basic troubleshooting to verify signal integrity and overall installation quality, and in planning safe, efficient, cable pathways based on home layout.
• Ability to adapt installation techniques to diverse residential environments.
• Strong verbal communication skills for explaining technical information clearly to customers while maintaining a professional appearance and customer-focused demeanor.
• Ability to work independently while maintaining communication with dispatch and supervisors, as well as to collaborate effectively as part of a team.
• Ability to maintain a professional appearance, good hygiene, and a customer-focused demeanor.

Physical Requirements:

• Medium workload, classified as exerting up to or exceeding 50 pounds of force occasionally, up to 20 pounds frequently, and up to 10 pounds of force constantly to move objects.
• Combination of stationary tasks (such as documentation, system updates, and customer education) and regular physical activity, including walking, standing, crouching, kneeling, reaching, and climbing throughout the workday.
• Ability to safely climb ladders, access crawl spaces and attics, and work in confined or elevated areas in accordance with safety guidelines.
• Ability to maintain balance and coordination while carrying tools or equipment and working on uneven surfaces.
• Ability to operate a motor vehicle and travel between customer locations as required by daily assignments.

Equipment:

• Power tools, hand tools, test meters, laptops, ladders, and safety gear.

Working Environment:

• Work is performed primarily in residential settings, including customer homes, crawl spaces, attics, and other confined areas. These spaces may be poorly ventilated, damp, dusty, cold, or hot and may involve exposure to insects, rodents, or other wildlife.
• Environmental exposure may include: Dirt (15%), Heat (35%), Cold (15%), Water/Moisture (15%), Noise (10%), Dust and Shavings (10%).
• Driving: Moderate to frequent driving based on work assignments.
• Job Setting: Minimal stationary work (20%), Light physical work (50%), Medium physical work (30%).
• The position requires frequent face-to-face communication and direct personal interaction with team members and customers.
• Work may be performed both indoors and outdoors. Outdoor work may involve exposure to varying weather conditions, including extreme heat or cold, rain, wind, and humidity.
• Work may occur on uneven terrain, at varying heights, or in confined spaces. All work must be performed in accordance with company safety policies and procedures.

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