COMPANY: Buckeye Broadband
JOB TITLE: Brainiac – Tier 4 (Commercial/Residential Field Technician)
DEPARTMENT: Technical Operations
JOB SUMMARY
- The Brainiac- Tier 4 is responsible for providing advance technical and customer support for Buckeye Broadband specialized services. These services include (but are not limited to: customer owned equipment installation and optimization, home audio and video configuration, computer repair, software installation, home networking, remote device support, and technical advice on current and emerging consumer electronics technologies.
- The Brainiac- Tier 4 will represent Buckeye Broadband's highest standard of customer service and be expected to maintain that level of professionalism and appearance.
- The Brainiac - Tier 4 reports directly to the Manager, Operations.
- There are no direct reports to this position.
ESSENTIAL JOB FUNCTIONS
The Brainiac – Tier 4 is accountable for:
- Performing on premise commercial, small business, and residential calls in a timely, courteous, and professional manner, including installations and troubleshooting, repairing networking, hardware, and software while in a business or residential environment interfacing with Brainiac and Brainiac Pro customers;
- Repairing multiple computers, tablets and cell phones simultaneously in a tech bench environment while interacting with walk-in retail customers;
- Installing and promoting the sale of all HIP (Home Installation Products) including (but not limited to) Smart home devices, TV mounts, sound bar, power strips, and A/V cables. In addition, to products sold at the Buckeye Broadband retail stores;
- Handling business and residential premise issues or questions escalated by technical support;
- Using troubleshooting test equipment including but not limited to Ethernet testers, volt meters, digital signal meters, Wi-Fi analyzers and toners; PC antivirus, computer diagnostics, network optimization software, RDP, SSH, and Telnet;
- Using troubleshooting with test software including but not limited to PC antivirus, computer diagnostics, network optimization software, and remote desktop connection;
- Maintaining an up-to-date knowledge of current and emerging commercial electronics technologies, and new viruses, through on the job training and research;
- Driving a Company vehicle to and from various job sites in the performance of regular job functions;
- Identifying Buckeye Broadband's service issues and interfacing with Customer Operations for the appropriate subscriber follow up;
- Using design specifications or manuals to assist in detecting service problems;
- Splicing/Crimping coax and Ethernet as needed to install or configure customer owned equipment;
- Presenting an acceptable courteous and professional image, using good customer-relations skills with our customers and the general public, and presenting the Company in a positive light at all times;
- Assisting on various projects as needed;
- Helping to create an atmosphere of positive team work, cultural change and employee relations;
- Properly documenting all work activities according to established standing operating procedures and practices;
- Actively promoting the sales and retention of the Company's services to our customers and co-workers to achieve an above average sales performance monthly;
- Working continuously with coworkers as a team to achieve the goals of the Field Operations team;
- Actively pursuing the unauthorized use of our products services;
- Adhering to all Company and Departmental policies and procedures, and the Company’s Rules of Conduct, at all times; including EEO guidelines and safety.
- Performing other duties within the guidelines of the department goals;
- Performing any miscellaneous department duties as needed.
JOB REQUIREMENTS
Education and Experience
- High School diploma/equivalent - required
- A Certification or equivalent – strongly preferred (must obtain within 12 months)
- Network Certification – strongly preferred (must obtain within 24 months)
- Maintain A Certification every 3 years – required
- Maintain Network Certification every 3 years - required
- 1 year of retail or customer service experience - required
- 1 year of hypervisor/ container experience - preferred
- 1 year of DBMS experience - preferred
- 1 year of computer repair experience - preferred
- Associate degree in Electronics/IT related - preferred
- CCNA/CCNP, MCSE, training/certificate - preferred
- 1-year prior practical experience in CATV system maintenance - preferred
Core Competencies
- Agile – Embraces change; adaptable and flexible; sense of urgency;
- Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
- Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
- Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict;
- Accountable – See it, own it, solve it, do it; Hold each other accountable.
Other Requirements
- Ability to read and understand CAD designs;
- Experience with the following software applications: Windows operating, Auto CAD LT, Microsoft Office, PC antivirus, computer diagnostics, ESXI, Docker, MySQL, Debian, Red Hat, RDP, PXE, SSH, and FTPJ;
- Networking Fundamentals: Understand and can implement functions of NAT/ OSI model;
- Ability to read, write, and speak English in clear, concise sentence structure with accurate spelling and grammar;
- Reporting instances of fraud, waste, and abuse of company assets appropriately;
- Background record that meets Company standards;
- Reliable means of transportation at all times;
- Present professional appearance and demeanor;
- Consistently present a positive, proactive meeting of customer needs;
- Strictly maintains confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so;
- Valid driver’s license and driving record that meets company standards at all times.
PHYSICAL DEMANDS
May include walking, kneeling, standing, regularly lifting up to 70 pounds, stooping, crawling, climbing stairs, climbing ladders, sitting, driving, hearing, talking, vision, use of hands and fingers to grasp, hold, pick-up, rotate, keyboard, etc.
WORKING CONDITIONS
- The Brainiac- Tier 4 is an hourly, non-exempt position. The hours worked may vary to accommodate the needs of the department and may be subject to an on-call rotation, to include holidays, weekends, and nights, as required by the Company.
- The Brainiac- Tier 4 may be required to work mandatory 0vertime, including holidays, weekends, and nights, as required by the Company.
- The Brainiac- Tier 4 will support both the Toledo and Erie markets and may be required to travel between the locations.
- The Brainiac- Tier 4 will complete work both on and off Company premises and may work outside in all weather conditions.
- The Brainiac- Tier 4 is required to drive a Company vehicle on the job as needed and is subject to regular MVR checks. He/she must maintain a valid driver’s license and maintain a driving record the meets Company standards for an insurable driver at all times. Any time these conditions are not met, he/she must not drive on the job and must immediately report it to their supervisor.
- The Brainiac - Tier 4 (Field Technician) regularly carries, lifts, places and climbs a ladder in the performance of his/her job duties. This includes removing and replacing the ladder on the top of the vehicle.
- The Brainiac - Tier 4 (Field Technician) works in a competitive environment, and as such works to consistently present a positive, proactive meeting of customer needs.
- The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
- The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.
USE OF COMPANY RESOURCES, EQUIPMENT AND CONFIDENTIAL INFORMATION
Company resources, equipment, and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of Company resources, equipment, or information is strictly prohibited. Any unauthorized use of customer data or any other company information gained via any company resource is a breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources, equipment information, and/or breaches of confidentiality may be cause for termination of employment.
The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.