The technician will assist in the development of BEC standards, safety standards, specifications relating to the installation, operation and maintenance of broadband assets owned and operated by BEC Fiber. This position will work to resolve all customer related concerns or complaints associated with broadband installations and services within the customer's residence or place of business. Assist with the development of Tier One troubleshooting methods and documentation. Handle and effectively resolve Tier Two customer tickets. Rotating on-call weekends will be required.
Duties and Responsibilities-
Including the following (Other duties may be assigned)
Installation, maintenance and repair of fiber network equipment, products and services.
Provide an exceptional customer experience for members.
Work independently and also assist other technicians while in the field.
Ability to analyze test readings, computer printouts, and trouble reports to determine equipment repair needs and required repair methods.
Develop and document BEC Tier One troubleshooting standards.
Assist in training other BEC staff in Tier One troubleshooting methodology.
Responsible for resolving and closing out all BEC broadband tickets.
Request support from colleagues or open tickets with vendor when on-site procedures fail to solve installation or maintenance problems.
To courteously answer member inquiries and if unable to resolve, direct them to the appropriate resource.
To consult with and furnish information to contractors as needed in the planning and design of BEC's fiber infrastructure.
Fundamental knowledge of routing protocols and hardware platforms to include TCP/IP, IP Routing, DNS, DHCP is desired.
Exposure to network design (LAN/WAN) and troubleshooting.
Stays informed of all company policies and procedures and participates in all safety and training meetings.
Uses all personal protective equipment provided.
Complete other duties as assigned by supervisor or management.
Work will alternate between outdoor field staking, out in the elements, and in a climate controlled environment with minimal safety/health hazard potential. Working under time sensitive schedules and stressful deadlines should be expected. Tobacco free, professional office environment. Working extended hours may be required during emergency situations. Irregular hours that include nights, weekends, and holidays. Subject to work in environments in close proximity to energized electrical sources.
Stand, walk, lift or exert force up to 70lbs., reach, stretch, climb, balance, crouch and stop. Use of close vision, distance vision, color discrimination, peripheral vision, depth perception and focusing ability. Climb ladders without fear of heights.
High school diploma or equivalent.
Excellent problem solving skills with the ability to identify alternative and practical solutions.
Self-motivated, proactive thinker, flexible with ability to work with minimal supervision.
Excellent customer service skills.
Good verbal and written communication skills.
Minimum two (2) years of experience with fiber installation and repair is desired.
Ability to use and learn different types of fiber test and repair equipment such as OTDRs, Splicing Machines, Light Meters, etc.
Bucket truck experience is an asset.
Must have valid Texas driver’s license and related insurance.
About Bandera Electric Cooperative
Bandera Electric Cooperative proudly distributes electricity to more than 27,000 members and more than 35,000 active meters across seven counties in Central Texas. Roughly 120 employees operate and maintain more than 4,600 miles of power lines.
BEC's mission is to enhance the quality of life by providing highly reliable electric and other related services, that are valued by our members, at the lowest possible cost.
As a cooperative, we are locally owned and operated by the members we serve. BEC is democratically governed by a board of directors elected by our members to represent their voice in the business of the cooperative. The board ensures the cooperative is legally and ethically run according to its bylaws and code of ethics.