Glenwood Telephone Membership Corporation. Broadband / Network Technician POSITION DESCRIPTION

Transcription

1 Glenwood Telephone Membership Corporation Broadband / Network Technician POSITION DESCRIPTION This position supports the company s mission statement by being in direct contact with our customers as we provide quality Internet solutions and services. Position Title: Division: Department: Status: Supervisor Title: (assigns work, gives direction and answers questions) Evaluators: (Evaluates work of employee) In-put: Direct Reports: Broadband / Network Technician Blue Hill, NE Information Technology Full-time/Non-Exempt Network Supervisor Broadband Network Supervisor Director of Operations General Manager Management Team Other Technicians N/A By: Al Selby Network Supervisor Glenwood Telephone Membership Corporation Page 1 of 5 Effective Date: 04/2012 Review Date: 3/1/2013 Review Date: Review Date: Review Date: Review Date:

2 ESSENTIAL RESPONSIBILITIES/JOB TASKS 1. 40% Install wireless for the purpose of ensuring customers have access to the Internet and the service reflects what they purchased. Tasks may include climbing ladders, poles, and towers, working and moving around on rooftops, installing and/or mounting antenna equipment, installing RF and network adapters into computers, understanding the construction of homes and buildings, sealing any openings so they are weatherproof, driving to the site, etc. Monitored by the Broadband Network Supervisor through feedback from customers % Troubleshoot potential in-site problems with installation and operation of wireless CPE and backbone equipment for the purpose of ensuring the customer is satisfied with the products and services purchased from the company. Tasks may include ensuring antenna placement, cable connections, omni and directional antenna integrity, troubleshooting RF and network adapters, customer configuration, and equipment operability, troubleshooting CPE, including hardware and software issues, removing viruses, detecting and removing spyware, etc. Monitored by the Broadband Network Supervisor through feedback from customers % Perform site surveys for the purpose of ensuring desired services can be provided to the customer location. Tasks may include site locating, coordinating with customer, accessing the roof, looking for best line of site, checking GPS for distance to access point, helping the customer understand the equipment needed and entry points into the structure, explaining contractual and billing procedures to the customer, determining the location of computers and the necessary equipment, etc. Monitored by the Broadband Network Supervisor through periodic meetings with the employee % Installs network equipment and cabling for the purpose of meeting customer networking requirements. Tasks may include performing basic networking tasks, installing and terminating network cabling, testing cabling, installing level one and two network equipment, etc. Monitored by the Broadband Network Supervisor through observation and periodic reports. 5. 5% Cross trains for the purpose of ensuring work is done properly and employees are trained to provide all of the company services. Tasks may include locating wireless equipment, installing wireless equipment, maintaining operation, observing employees, questioning employees, and modeling appropriate performance. Monitored by the Broadband Network Supervisor through performance reviews and training reports. 6. 5% Maintains company vehicles for the purpose of ensuring vehicles are consistently in good operating condition, professional looking and properly stocked. Tasks may include washing and cleaning vehicles, checking fluid levels, checking tire pressure, cleaning the shop area, performing routine maintenance, arranging for repairs, counting Page 2 of 5

3 and restocking inventory as necessary. Monitored by the Broadband Network Supervisor through feedback from other users of company vehicles. Additional Job Tasks Provides customer service for the purposes of ensuring customers receive the level of service Glenwood is committed to providing. Assists in generating business for Glenwood during the sales process for the purpose of ensuring the Company is properly promoted so as to increase the likelihood of sales. Continually looks for new and improved ways of completing the above functions. Other tasks as assigned by supervisor will be performed in order to address unexpected situations or needs that may arise. RESPONSIBILITIES: This position requires the ability to complete work on an individual basis and to participate as a member of a team to complete tasks and engage in problem solving activities. These tasks should be completed in accordance with the established safety policies and procedures. Also, must relate well with others since information has to be obtained on occasion from others and informal training provided. Negotiation, persuasion, and diplomacy are required to deal with customers. LATITUDE: Most duties are assigned and are consistent from day to day with the performer planning and arranging tasks for completing duties. Problem solving is accomplished independently most of the time and requires extensive industry knowledge. Decisions are consistently reviewed by the supervisor. All purchase decisions are referred to the supervisor. IMPACT OF POSITION: Successful completion of essential job tasks ensures proper usage of labor, materials, and equipment, supports internal functions, and enhances customer satisfaction. Good decisions minimize loss to the company and enhance company success. Most errors are easily detected in the next phase of operations, while others could result in loss of customers, increased liability, and substantial monetary effect. CUSTOMER SERVICE/INTERACTION: Daily face-to-face interaction with employees within the department to perform job functions, while contact with employees outside of the department is at least weekly. Customers are contacted daily by face-to-face interaction to perform job functions while vendors are contacted monthly. ESSENTIAL SKILLS & REQUIREMENTS: EDUCATION: Associate s degree in networking/communications, preferred. Page 3 of 5

4 High school diploma, required. SKILLS: Technical Administrative Human relations Conceptual Decision making Problem solving Written communication Oral communication Phone Math Computer EXPERIENCE: One year in construction, desired. One year in computers/networking, required. LICENSE: Valid Nebraska driver s license and a good driving record, required. EQUIPMENT: Computer, phone, small hand and power tools, RF testing equipment, trucks and general office equipment PHYSICAL: Frequent bending, carrying, manual dexterity, squatting, crawling, twisting, and turning, and lifting up to 40 pounds independently, required. Frequent ladder climbing, required. Must be comfortable working in high areas. Must have the ability to work in confined spaces and cramped conditions. Occasional tower and elevator climbing, required Occasional visualizing of a computer screen, required. TRAINING: Safety training within the company successfully completed within six months, required. Wireless training within the company successfully completed within six months, required. 300 Tower climbing certified within one year, required. Complete Wireless Technology Specialist (CWTS) certification, required within 1 year of employment, required. Complete Wireless Network Administrator (CWNA) certification, required within 2 years of employment, required. Ongoing training as required by the company. Page 4 of 5

5 WORK CONDITIONS: Office environment 20% Field conditions in all types of weather 80% OTHER: Occasional overnight travel required. Frequent travel by vehicle required. Occasional travel by air required. Occasional overtime, required. Frequent on call rotation, required. EMPLOYEE SIGNATURE: DATE: SUPERVISOR SIGNATURE: DATE: Page 5 of 5