Job description

ABOUT BUCKEYE BROADBAND
Buckeye Broadband is the leading provider of High-Speed Internet, Cable TV, and phone services in northwest Ohio and southeast Michigan. Our 600+ employees are committed to excellence and innovation and are encouraged to volunteer in their local communities in which we live and provide service. Buckeye Broadband offers an inclusive total rewards package, which includes the following benefits for all full-time employees:

• Competitive Pay
• Comprehensive Health Benefits
• 401K Retirement Savings
• Paid Time Off
• Discounted Cable and Internet (Within Service Area)
• Career Development
• Wellness & Fitness Programs
• Community Involvement Opportunities

JOB SUMMARY

• The Brainiac- Tier 4 is responsible for providing advanced technical and customer support for Buckeye Broadband specialized services. These services include (but are not limited to: customer-owned equipment installation and optimization, home audio and video configuration, computer repair, software installation, home networking, remote device support, and technical advice on current and emerging consumer electronics technologies.
• The Brainiac- Tier 4 will represent Buckeye Broadband's highest standard of customer service and be expected to maintain that level of professionalism and appearance.
• The Brainiac - Tier 4 reports directly to the Manager, Operations.
• There are no direct reports to this position.

ESSENTIAL JOB FUNCTIONS
The Brainiac – Tier 4 is accountable for:

• Performing on-premise commercial, small business, and residential calls in a timely, courteous, and professional manner, including installations and troubleshooting, repairing networking, hardware, and software while in a business or residential environment interfacing with Brainiac and Brainiac Pro customers;
• Repairing multiple computers, tablets, and cell phones simultaneously in a tech bench environment while interacting with walk-in retail customers;
• Installing and promoting the sale of all HIP (Home Installation Products), including (but not limited to) Smart home devices, TV mounts, sound bars, power strips, and A/V cables. In addition, to products sold at the Buckeye Broadband retail stores;
• Handling business and residential premise issues or questions escalated by technical support;
• Using troubleshooting test equipment including but not limited to Ethernet testers, volt meters, digital signal meters, Wi-Fi analyzers and toners; PC antivirus, computer diagnostics, network optimization software, RDP, SSH, and Telnet;
• Using troubleshooting with test software including but not limited to PC antivirus, computer diagnostics, network optimization software, and remote desktop connection;
• Maintaining an up-to-date knowledge of current and emerging commercial electronics technologies, and new viruses through on the job training and research;
• Driving a Company vehicle to and from various job sites in the performance of regular job functions;
• Identifying Buckeye Broadband's service issues and interfacing with Customer Operations for the appropriate subscriber follow-up;
• Using design specifications or manuals to assist in detecting service problems;
• Splicing/Crimping coax and Ethernet as needed to install or configure customer-owned equipment;
• Presenting an acceptable courteous, and professional image, using good customer-relations skills with our customers and the general public, and presenting the Company in a positive light at all times;
• Assisting on various projects as needed;
• Helping to create an atmosphere of positive teamwork, cultural change, and employee relations;
• Properly documenting all work activities according to established standing operating procedures and practices;
• Actively promoting the sales and retention of the Company's services to our customers and co-workers to achieve an above-average sales performance monthly;
• Working continuously with coworkers as a team to achieve the goals of the Field Operations team;
• Actively pursuing the unauthorized use of our products services;
• Adhering to all Company and Departmental policies and procedures, and the Company’s Rules of Conduct at all times; including EEO guidelines and safety.
• Performing other duties within the guidelines of the department goals;
• Performing any miscellaneous department duties as needed.

JOB REQUIREMENTS
Education and Experience

• High School diploma/equivalent - required
• A+ Certification or equivalent – strongly preferred (must obtain within 12 months)
• Network+ Certification – strongly preferred (must obtain within 24 months)
• Maintain A+ Certification every 3 years – required
• Maintain Network+ Certification every 3 years - required
• 1 year of retail or customer service experience - required
• 1 year of hypervisor/ container experience - preferred
• 1 year of DBMS experience - preferred
• 1 year of computer repair experience - preferred
• Associate degree in Electronics/IT related - preferred
• CCNA/CCNP, MCSE, training/certificate - preferred
• 1-year prior practical experience in CATV system maintenance - preferred

"BCI and its operating companies will provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetic information, ancestry, disability, or veteran or military status. "
Apply Directly

https://career4.successfactors.com/sfcareer/jobreqcareer?jobId=30137&company=cablesystem

Job Type: Full-time

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