INSTALLATION/REPAIR TECHNICIAN

CAROLINACONNECT

Lexington, South Carolina

CarolinaConnect is a premier internet service provider, priding itself on exceptional customer service and service reliability for business and residential communities in the Lexington, South Carolina, area. We’re experiencing significant growth and are seeking a self-motivated, professional candidate to serve as Installation/Repair Technician.

The successful candidate will be an integral part of our Technical Operations team, working closely with CarolinaConnect employees and serving as a front-line, customer-facing service and installation partner. The position requires: strong reasoning skills and the ability to execute instructions in written and diagram form; the ability to problem solve with abstract and concrete variables; willingness to make decisions addressing escalation issues; excellent organization and time management skills; and strong communications skills to provide exceptional customer service and work closely with all CarolinaConnect employees.

To apply, please submit a resume and salary requirements via email to info@carolinaconnect.com, and reference “Installation/Repair Technician” in the email subject line.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Install residential and business service, including ethernet cable installation, termination and wireless networks, and provide customer education.
  • Perform service repair, including troubleshooting of premises equipment and service connections from the terminal to the premises. 
  • Install and repair VoIP.
  • Detect problems with use of a fiber OTDR, light power meter and fiber fusion splicer.
  • Document service installation and repair orders, as well as manage inventory.
  • Climb ladders to perform high work at various elevations.
  • Understand CarolinaConnect safety procedures and follow all safety rules.
  • Safely operate and properly maintain work vehicle.
  • Maintain properly calibrated test equipment.
  • Occasionally perform tasks designated to higher-level positions.

QUALIFICATIONS:

  • High School diploma or GED required.
  • Two to three years of related experience and/or training required or the equivalent combination of education and experience. Previous experience in installation or technical support positions preferred.  CATV, ISP VoIP and/or telecommunications experience preferred.
  • Proficiency in use of laptop, smart phone and email systems.
  • Must have and maintain a valid driver’s license and satisfactory driving record as determined by CarolinaConnect. 

PHYSICAL REQUIREMENTS:

The physical demands described are representative of those needed to successfully perform the essential functions of this job and are defined in further detail in the job description. Reasonable accommodations may be made to enable individuals with disabilities to perform the job’s essential functions.

INTERESTED CANDIDATES:
To apply, please submit a resume and salary requirements via email to info@carolinaconnect.com, and reference “Installation/Repair Technician” in the email subject line.

CarolinaConnect is an Equal Employment Opportunity Employer.

 

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TECHNICAL OPERATIONS SUPPORT ADMINISTRATOR

CAROLINA CONNECT

Lexington, South Carolina

We at Carolina Connect pride ourselves on being a premier and trusted Internet Service Provider providing exceptional customer service and service reliability to both businesses and residential communities within the Lexington, South Carolina marketplace.  We are growing our business and are seeking to fill this newly created role that is integral to the success of our Plant Technical Operations team.  The successful candidate will work closely with our overall team by serving as the liaison for escalations from technicians in the field.  This is an exceptional opportunity to work with an amazing team of dedicated professionals, have a fulfilling career within an exciting industry, and to become a valued member of our Carolina Connect family.

Service is an integral part of our culture, and each of our employees embody our philosophy of taking our work and service commitment to our business partners and communities seriously, and as a core value. 

To apply for this opportunity, please submit resume and salary requirements via e-mail to Info@carolinaconnect.com, include subject line “Technical Operations Support Administrator””.

POSITION SUMMARY:

Carolina Connect is seeking an exceptional candidate for our newly created Technical Operations Support Administrator role to manage all aspects of the Technical Operations administrative functions and owning our technical operations escalations process. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  1. Enter trouble tickets in the IVUE system that are escalated to Carolina Connect by NeoNova for dispatch to our technicians.  Includes reviewing tickets to see if they can be resolved by a router/ONT reset or by just talking to the customer.  Is also responsible for looking up the customer information in CMS to review any alarms and looking at the router in CSC to determine if there are any wireless issues.  Approximately 10% of daily activities.
  2. Entering and checking the accuracy of the Plant RTD and OLT information on the service orders, as service drops are completed by the affiliated Electric Coops.  Approximately 10% of daily activities.
  3. Adding facilities/removing facilities and closing out the install process for service orders that are completed daily.  This includes looking up each ONT in CMS, checking light levels and making certain the OLT port matches the service order.  Also checks CSC to make certain every router is upgraded properly when installed.  Approximately 10% of daily activities.
  4. Monitors alarms in PRTG and CMS to look at outages throughout the day.  Approximately 5% of daily activities.
  5. Takes phone calls from technicians throughout the day.  Helps with provisioning if needed and takes care of assisting with any issues/escalations the technician runs into.  Approximately 10% of daily activities. 
  6. Assigns installation service orders to technicians in Smart Track.  Communicates with scheduling on a daily basis for a variety of issues that may arise.  Approximately 5% of daily activities.
  7. Each morning, go through alarms and the daily install schedule to make certain all tickets are entered and that all service orders have the plant information required for provisioning.  Approximately 5% of daily activities.
  8. Monitors the inventory in the warehouse on a weekly basis to make certain materials are available for technicians.  If inventory orders are needed, report the need to the Network Operations Manager.  Approximately 5% of daily activities.
  9. Assist with monthly inventory count for the warehouse and vehicles.  Approximately 5% of daily activities.
  10. Enters plant information into IVUE for all new circuit serving areas.  This is very time consuming.  Knowledge of FTTP networks is required (can provide training if no prior experience).  Approximately 20% of daily activities.
  11. Pick up returned equipment from various offices and clean/check the equipment.  This includes removing the equipment from the customers’ records in the billing/plant system.  This includes Calix CMS and CSC systems so the equipment can be reused.  Approximately 5% of daily activities.
  12. Answer CSR and customer questions.  Approximately 5% of daily activities.
  13. Job also includes any other tasks that may be assigned by management, approximately 5% time allocation.

QUALIFICATIONS:

  • High School diploma required, and two to three years related experience and/or training; or equivalent combination of education and experience.  Previous experience in Administration, Customer Service or Technical Support positions preferred.  CATV, ISP and/or Telecommunications experience preferred.
  • Excellent organizational skills and time management techniques.
  • Strong reasoning ability to carry out instructions furnished in written and diagram form.  Ability to deal with problems involving several abstract and concrete variables, and strong decision-making skills to appropriate address escalation issues through proper channels.
  • Highly motivated self-starter, results-driven individual.
  • Outstanding communications skills and ability to speak with both external customers, and individuals at all levels within the organization, the ability and desire to function within a team environment, and the desire to pursue excellence in all assignments.
  • Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and Inventory/ERP systems.
  • This position requires strong mathematical skills, and will routinely work with spreadsheets.
  • Grasps a good understanding of the industry, with the ability to become a subject matter expert on the job.
  • Must possess the ability to adapt to change.
  • Values continuous learning and self-improvement.
  • Must have a valid driver’s license and satisfactory driving record as determined by the Company.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, and are defined in further detail in the job description. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

DIRECT REPORTS:

No Direct Reports

Carolina Connect is an Equal Employment Opportunity Employer

Interested Candidates – To apply, please submit resume along with salary requirements to info@carolinaconnect.com, notation in subject line “Technical Operations Support Administrator”.