Job Summary

The Field Service / Install & Repair Technician is responsible for on-site installation, repair, troubleshooting, and maintenance of Hilliary Communications’ telecommunications systems. This position has direct, face-to-face contact with customers and plays a vital role in ensuring service reliability, resolving issues promptly, and promoting company products and services.

The Technician also supports sales initiatives by identifying customer needs, educating customers on available solutions, and ensuring the safe, efficient use of telecommunications equipment. Services include (but are not limited to): Local Service, Internet/Data, Telephony, Video/CATV/DBS, Structured Cabling, Moves/Adds/Changes (MAC), Voicemail, Conferencing, and Non-regulated CPE.

Essential Job Functions

Installation & Repair (45%)

Install, test, splice, troubleshoot, and repair fiber optic and copper facilities, customer premise equipment, Video/CATV/DBS, Internet, and telephone services. Conduct acceptance testing on new facilities, locate/mark underground and buried lines, and repair aerial, underground, or buried cables. Perform diagnostic testing and temporary fixes pending permanent repair.

Customer Service & Sales (20%)

Provide excellent customer service by proactively educating customers on Hilliary Communications’ products and services. Evaluate customer needs and install systems that best meet those needs. Investigate and resolve customer complaints in a timely manner.

System Maintenance & Testing (15%)

Run routine tests on telecommunications systems to ensure optimal operation. Apply troubleshooting support techniques to resolve “trouble” dispatches. Ensure safe and code-compliant wiring practices, checking for exposed or unsafe cables.

Documentation & Administrative Duties (10%)

Maintain accurate daily records of work orders, material usage, and timesheets. Keep detailed logs of locate requests and ensure timely completion. Use company systems (Trouble/Repair/Dispatch, Plant Records, MS Office, etc.) for accurate facility assignments and updates.

Safety & Compliance (10%)

Promote safety and accident prevention; attend safety meetings and comply with DOT and company safety policies. Perform routine vehicle maintenance and adhere to the Hilliary Communications Vehicle Safety Policy. Maintain a safe working environment at all times, including proper use of equipment and protective measures.

Secondary Job Functions

• Assist with maintaining inventory, stocking vehicles, and notifying supervisors when supplies are low.
• Provide equipment operating instructions and diagnostics as required.
• Participate in project teams and cross-departmental initiatives.
• Perform other duties as needed by Hilliary Communications.

Supervision

• Frequency of Guidance: Daily
• Direct Reports: None

Required Qualifications

• Must have and maintain a valid driver’s license.
• Must adhere to Hilliary Communications’ attendance guidelines to support customer obligations.
• Ability to climb poles and operate construction equipment.
• Ability to lift up to 50 lbs frequently and up to 100 lbs occasionally.
• Availability for on-call/standby responsibilities, overtime, and occasional travel.

Preferred / Other Qualifications

• 1–3 years of telecommunications experience in installation, repair, or maintenance.
• A certification or equivalent networking/technical training.
• Knowledge of telecommunications products and services: Inside Wiring, Internet, Bonding & Grounding, Fiber Optics, PBX/Key Systems, Video/CATV/DBS, VoIP, DSL, T-1s, ISDN, and data networks.
• Practical knowledge of software applications: MS Outlook, MS Word, MS Excel, Databases, Plant Record Systems, Trouble/Repair/Dispatch Systems.
• Strong customer service, troubleshooting, and problem-solving skills.
• Ability to work independently, manage multiple tasks, and make timely decisions.

Physical Demands & Work Environment

• Frequent sitting, standing, climbing, kneeling, crawling, and reaching.
• Regular outdoor work in variable weather conditions, mechanical/equipment rooms, and near heavy machinery.
• Regular exposure to moving mechanical parts.
• Vision requirements include close, distance, color, peripheral vision, depth perception, and focus adjustment.