ZOOM TECH ARIZONA LIMITED Field Service Technician Phoenix, AZ · Full time Company website

The Installation Field Technicians is responsible for connecting end-user customer to the existing fiber infrastructure network, resolve technical queries, as well as follow-up on all reinstallation projects.

Description

About Us

Zoom Technology Arizona is a closed-access fiber network provider. We deploy Fiber-to-the-Home (FTTH) network infrastructure nationwide in specific neighborhoods and Fiber-to-the-Business (FTTB). We construct, operate, and maintain the fiber network infrastructure.


Our goal is to expand the business across the U.S., providing high-speed internet access and facilitating the digital transformation of underserved communities. We are a collaborative, creative, and entrepreneurial team building a vibrant and dynamic brand where people who want to make a difference can grow their careers. Our Core Values are purpose, Integrity, Innovation, and Connection.


Purpose of the Role

The Installation Field Technician is responsible for connecting end-user customers to the existing fiber infrastructure network, resolving technical queries, and following up on all reinstallation projects. Additionally, the technician will troubleshoot connectivity issues, assist with customers’ home network devices, and ensure installation goes smoothly to customers’ satisfaction. This role requires a strong understanding of fiber installation, excellent communication skills, and the ability to work independently.


Responsibilities include:

  • Act as a customer resource, answer questions and provide ongoing support for installation-related inquiries.
  • Foster positive customer relationships by delivering exceptional service.
  • Respond promptly to customer requests for technical support as it relates to installations, diagnose, and resolve connectivity issues.
  • Connect to the newly installed device with the technician’s laptop, make sure that the customer account is live, check the connection to the internet, and run a speed test.
  • Install, configure, and optimize devices like wireless access points to ensure seamless integration.
  • Demonstrate the ability to work in the field with little supervision.
  • Conducted in-field quality assurance assessments related to installation.
  • Oversee overall neatness of installation and meet 100% satisfaction rating; Installers (contractors/subs) must ensure that the site is left clean…removing any debris, dust from drilling, or left-over cables, ties, etc.
  • Create detailed reports on service activities to include a summary of in-field visits, resolutions implemented, and recommendations for enhancements.
  • Assist with inventory control, ordering, and ensuring devices are in stock and labeled.
  • Conduct site surveys and assessments to identify potential connectivity vulnerabilities and propose proactive solutions.
  • Possess the ability to upsell products and services to customer
  • Must show proficiency in using CRM systems.
  • Willing and able to work hours and days outside of the assigned work schedule to help provide coverage when necessary.

Qualifications:

  • High school diploma or equivalent
  • 3 years experience as a Field Technician or related role
  • Strong interpersonal and communication skills
  • Ability to multi-task and effective problem-resolution skills
  • High level of professionalism
  • Demonstrated punctuality with good attendance

Additional Skills/Certifications:

  • Experience in Telecommunications, Internet Service Provider, or Wireless industry is a plus.
  • Fluent in Spanish or other languages is a plus (multilingual or bilingual)
  • Valid driver's license and reliable transportation


We're an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We offer competitive pay, comprehensive training, and opportunities for career growth and development.