Job Description

About Us 
Zentro is the choice for discerning internet users who demand the best. We empower our customers with remarkably fast, exceptionally reliable Internet service, delivering it with unbeatable 99.99% uptime and uncommonly responsive customer support. Zentro is a refreshing alternative to the never-ending headaches and hassles of dealing with the usual suspects. Our name may be new to you, but we're actually the largest independent (and highest rated!) MDU-focused ISP in the country, improving the way people get and stay online... today, tomorrow, and beyond. 

 
Role 

When you join Zentro as a Field Service Technician, you’ll be a part of our frontline team that’s supporting our valued customers.  Whether it’s connecting them to our services for the first time or troubleshooting their existing connections, your work will create a personal customer experience that supports our company’s mission of taking customer care to the next level.  If you’re up for delivering great customer support in a fast-paced environment, we’re up for providing you with opportunities for success.  

As a Field Service Technician with Zentro, you’ll find yourself working in some of downtown Cleveland’s premier high-rise and mid-rise buildings, supporting both our Internet and DirecTV services. You’ll need to be able to work independently, but most importantly, you’ll need to have excellent customer service skills as you’ll educate customers on our services. We’ll look to you to promote our services as a premier service provider while you provide best-in-industry customer service during appointments.  

Your day to day:  

• Utilize the existing cabling (ethernet fiber, coax, etc) to provide Internet and DirecTV to the customer. 

• Install and troubleshoot Customer Premise Equipment (CPE). 

• Use proper tools and meters (i.e. DirecTV AIM Meter) to ensure optimization of our services.  

• Verify all services are working optimally and demonstrate the services to the customers.  

• Perform routine clean-up and maintenance of our equipment in IDFs/MDFs. 

• Use a company issued PC and your personal cell phone to update and complete scheduled appointments.  

• Drive a company vehicle (if available).  

• Communicate with our CSRs and NOC when required to get the job done.  

Qualifications:  

• Complete understanding of the physical layer, Cat 5/6, 66 blocks, 110 blocks, patch panels, multimode fiber, coax, etc.   

• Customer friendly personality and good conversation skills.  

• Superior troubleshooting and critical thinking skills.  

• Solid understanding of home networking equipment, switches, routers, WiFi, streaming devices, etc.   

• Experience with DirecTV service. 

• Proficient computer skills. 

• Knowledge of network troubleshooting tools such as, but not limited to: ping, traceroute, telnet, ssh, etc. 

• Ability to multitask in a fast-paced environment.  

• Proficient in troubleshooting common DirecTV errors such as 771 and 775.  

• Physical requirements:  Must be able to lift 60 lbs and be ok with standing for long periods and comfortable working in different positions such as kneeling, crouching, stooping, and other uncomfortable positions.     

Requirements:  

• Valid driver’s license and a good driving record.  

• Must be willing to work day, evening or night hours; overtime, emergency on-call rotation, weekends and holidays as required. 

• Must be reliable and punctual.  

Highly Preferred Qualifications:  

• Experience with both Internet and DirecTV services in an Multi Dwelling Unit (MDU).  Nearly all of our customers reside in a midrise or a high-rise (not single family homes).  

What We Offer 

• Competitive salary range of: $21.50-$26/hour, depending on skill-set 

• Comprehensive benefits package, including health, dental, and retirement plans. 

• Opportunity to work with a dynamic team in a growing industry. 

• Ongoing training and professional development opportunities. 

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