Customer Service Technician - GPON - $2,000 Sign On Bonus
On-site · Freeland, Washington, United States
Job Summary
Customer Service Technician responsible for field installation and maintenance of fiber-based services (GPON). Duties include installing and configuring fiber drops, jumper connections, customer-owned equipment, and home networking gear (routers, MOCA, Wi‐Fi), reading and following project prints and trouble tickets, using test equipment to verify service, and educating customers on internet access. Requires own vehicle and tools, basic electrical knowledge, experience with xDSL, CAT5/COAX wiring, ONT installation, and compliance with safety standards (OSHA). Proficiency with Android devices, computer basics, and ability to read technical layouts is needed. Prior experience with VOIP or copper telephony, fiber/copper facilities, and willingness to climb ladders and work in attics or crawl spaces is expected.
Required Qualifications
- MUST HAVE YOUR OWN VEHICLE AND TOOLS
- Ability to communicate with customers effectively and professionally
- Ability to read a mainframe/cross-connect/control point layout to run jumpers
- Ability to read, understand and follow the instruction on dispatched Jobs, trouble tickets, project prints, throw and sequence sheets and associated record updates
- Ability to utilize test equipment and interpret test results for all workstreams
- Necessary computer skills and Android platform mobile device application usage
- Basic electricity
- Basic transmission of "xDSL" installation - xDSL means variations of Digital Subscriber Lines
- Completion requirements for each Unit
- Configuration of Customer-owned computers
- Connecting fiber optic jumpers and drops (aerial, buried, and plenum)
- Educating Customer in internet access
- Experience in telephone service (VOIP or Copper, as appropriate)
- Experience with routers and home networking
- Experience with test sets as required
- General computer skills
- Installation may include running or reusing COAX or CAT 5 wiring
- Installation may consist of utilizing MOCA or Wi-Fi technology
- Installation of aerial drop
- Installation of internet hubs and routers
- Installation of ONT and power supplies
- Knowledge of COAX cable sizes and types and installing connectors
- Knowledge of working with fiber and copper facilities
- Ladder safety
- May include burying CAT5/coax up to 50 ft.
- May require running of temporary fiber drop but so as not to cause a safety hazard to the public
- OSHA safety requirements
- Pole climbing
- Splicing of fiber drop connectors
- Station installation and repair (Cat 3, Cat 5e, Cat6, RJ11, RJ45 jacks, drop, and NID)
- Technical understanding of loss, attenuation, and tiling
- The telephony color code and to be able to identify assigned cable pairs
- Verification of service
- When required, placing wires between walls
- Work zone requirements
- Working knowledge of workforce management system: Including but not limited to: Mobile Tech Portal and associated task clearing codes.
- Working within attics or crawl spaces
- ITC Service Group is an Equal Opportunity Employer
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