at Cox Communications - NWA in Springdale, Arkansas, United States
Job Description
Work Shift:
Day (United States of America)
Job Description:
Cox’s Network Technology Technician I is a fully functioning, higher level role that supports the growth of the system by assuring the quality performance of the installation, technical services, setup, testing, and maintenance of all current and future Cox Communications products and services over an HFC network and other equipment associated with plant facilities and distribution systems. The incumbent ensures the quality of services provided to end users meets or exceeds established industry and company performance standards and is compliant with FCC requirements and protocol. He/she coordinates with all functional departments (corporate, market, or region, as applicable) regarding the optimization of overall business efforts. Accountabilities also encompass Core technician tasks which may include automation; less complex Commercial work (CB); +/- Cox Home Life Security; +/- Fiber to the Home (FTTH).
Primary Responsibilities and Essential Functions
Installs, disconnects, and troubleshoots video, high speed internet, telephony and automation services
Predominantly performs reactive maintenance required to restore the HFC network to Cox performance specifications as related to customer impacting impairments and/or network outages.
As business needs dictate may perform some proactive maintenance required for the HFC network to operate within Cox performance specifications.
As business need and proficiency in role occurs, incumbent will apply knowledge and skills acquired through ongoing training in the areas of Automation, Security, and Fiber
Performs essential Core technician tasks
Maintains and repairs equipment with the HFC distribution system including customer premises. Monitors CX Connect, FNT Connect, Remedy and Coral throughout the day for information regarding changes to work schedule and for information about current installation, service call or remedy tickets.
Prepares for daily work assignment by requisitioning equipment and supplies from warehouse, and stocking vehicle as needed.
Maintains company truck and other equipment per service requirements and safety guidelines.
Drives a company vehicle between office and/or home, warehouse, and work sites in a safe and courteous manner, and in accordance with all laws and company policies.
Monitors Workforce Administration System (WFA) throughout the day for information regarding changes to work schedule and for information about current installation.
Communicates with dispatch (via WFA, phone, etc.) for assistance, status on current install or new service requests.
Consults with supervisor and other technicians for advice and assistance as needed.
Demonstrates experience with the following: working with little supervision; managing ambiguity and autonomy; flexibility to work in an unstructured environment; dealing effectively with uncertainty and change
Interacts with customers in a professional, courteous manner including when responding to escalations and repeated customer concerns.
Educates customers regarding their existing and new services and promotes other Cox services and sells additional services to customers.
Ensures the quality of services provided to end users meets or exceeds established industry and company performance standards and is compliant with all national, state and local laws and regulations.
Participates in team meetings as scheduled.
Attends job-related training that may include initial training, refresher training, product and service updates.
Works on regularly scheduled days as well as unscheduled days and beyond regular work hours (including on-call rotation) due to customer or operational demands.
Uses small hand tools, power tools, and test equipment.
Works with alarms, low voltage electricity, and color-coded wires.
Complies with all safety procedures and policies
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Job Posting:
4444850
Posted On:
Mar 21, 2025
Updated On:
Mar 21, 2025
