Job Description

Responsible for performing skilled technical work, providing technical support for client organizations, performing installations and services for residential and commercial customers. Ensure high-quality execution of telecom and broadband services including internet, video, voice, and alarm systems.

We provide paid training for all new technicians. Training generally takes 6–8 weeks for those new to the role and may be shorter for experienced candidates. Training pay is $14/hour. After training, technicians transition to production pay and can earn up to $20-25/hour on average.

Responsibilities

• Install and maintain telecom and broadband services from street to home, including internet, video, voice, and alarm systems.
• Perform quality checks of the work executed to ensure installations meet client standards.
• Adhere to safety protocols and use proper personal protective equipment (PPE).
• Troubleshoot and resolve technical issues for customers.
• Maintain accurate records of work performed and equipment, consumables used.
• Operate company vehicles safely and efficiently.
• Communicate effectively with customers, explaining services and addressing concerns.
• Stay updated on new technologies, installation techniques, client products and features.
• Educate customers on self-help options and product features.
• Identify and pursue opportunities for additional services or upgrades
  
  Key Measures / Key Performance Indicators:
• Operational efficiency and productivity metrics (On Time Arrival, Job Completion Rate,
• Technician NPS (TNPS), First time right (FTR), Home Health Check (HHC), Meter Usage, Repeat Service Calls, Quality Control Pass Rate, etc
  Customer satisfaction scores, Net Promoter Score (NPS)
  Safety compliance records

Requirements

• Education:
  High school diploma or equivalent. Technical certifications relevant to the telecom and broadband industry e.g. alarm systems, router configurations, etc.)
  
  Experience:
  0 to 2 years of experience as a technician in telecom or broadband field operations.
  Experience with cable, internet, and voice service installations a plus
  
  Exposure:
  Familiarity with various telecom and broadband technologies, tools and equipment
  Knowledge of safety procedures and regulations
  Understanding of customer service principles, practices.
  
  Factors critical to success at ITG Communications for this position:
  Technical aptitude and willingness to continuously learn new technologies.
  Customer service orientation with the ability to communicate effectively
  Ability to work independently and as part of a team, demonstrating strong work ethic and time management skills
  
  Physical Requirements:
  Ability to stand, walk, and sit
  Ability to use hands to handle or feet
  Ability to reach with hands and arms
  Ability to climb and balance
  Ability to stoop, kneel, crouch, bend and crawl
  Ability to lift up to 75 lbs
  Ability to maintain all safety expectations
  
  Please note: This is a safety-sensitive position. The employee has responsibility for their own safety and the safety of others. The employee must be able to perform all duties in accordance with safety regulations, company policies, and client requirements. This includes but is not limited to:
  Following all required safety protocols and procedures
  Using appropriate personal protective equipment (PPE)
  Operating vehicles and equipment safely
  Maintaining valid certifications and licenses as required
  Participating in mandatory safety training and meetings
  Reporting unsafe conditions or practices
  Passing required drug and alcohol screening
  Maintaining physical capabilities necessary to perform essential job functions safely
  Failure to meet these safety requirements may result in disciplinary action up to and including termination of employment.

Additional Comments

ITG is an equal employment opportunity employer. ITG’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. ITG also prohibits harassment of applicants or employees based on any of these protected categories. It is also ITG’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.