Broadband Technical Specialist

BLUE RIDGE MOUNTAIN ELECTRIC MEMBERSHIP CORPORATION

JOB DESCRIPTION

BROADBAND TECHNICAL SPECIALIST

Pay Grade 9

I. OBJECTIVE:

To acquire the knowledge and skills necessary to provide technical configurations and recommendations to Blue Ridge Mountain EMC’s current and future broadband members. To continually strive to improve the member-consumer experience and generate member-consumer loyalty.

II. MANAGEMENT EXPECTATIONS:

Individuals must demonstrate a positive attitude and a commitment to contribute to Cooperative’s goal of providing exceptional service to members and associates, exhibiting professionalism at all times. Management reserves the right to change, modify, or alter any job description deemed necessary to continue the operation of business.

III. PERFORMANCE STANDARDS:

Knowledge of Cooperative policies and procedures to obtain information that will provide constant, rapid, and accurate communication between Cooperative personnel and member-consumers. Provide prompt, efficient, and courteous service that will promote goodwill between the Cooperative, the member-consumers, and all inter-office departments. Develop departmental relationships to ensure a productive work environment.

IV. REPORTING RELATIONSHIP:

A. Reports to:Director of Broadband

B. Directs:No One

V. PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable the individual with disabilities to perform the functions. Must be able to work seated or stand for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components. Occasional lifting and transporting of moderately heavy objects up to 50 pounds. Must be able to hear and talk at conversation levels. Specific vision abilities required by this job include close vision and peripheral vision.

VI. ESSENTIAL DUTIES:

A. Navigate within any existing and/or future network management software.

B. Provision, deprovision, and troubleshoot member-consumer NIDs within the appropriate network management software.

C. Configure and troubleshoot member-consumer gateways within the appropriate software.

D. Configure and change internet profiles, speeds, member-consumer information, and service changes on member-consumer NIDs within any existing and/or future network management software.

E. Apply telephone information and confirm registration on member-consumer NIDs within any existing and/or future network management software.

F. Assist fiber optic splicers in coordinating cutovers, maintenances, and troubles.

G. Troubleshoot with fiber optic splicers and technicians by phone with member-consumer NIDs and gateways.

H. Schedule broadband trouble tickets with fiber optic technicians as needed.

I. By using technical knowledge, make recommendations to current and future broadband member-consumers on necessary bandwidth, voice service, and other broadband features as needed.

J. Assist and advise Tier 1 technical support personnel assisting member-consumers.

K. Work with partner companies to better understand potential technical possibilities to meet the needs of any current or future broadband member-consumer.

L. Develop and maintain appropriate spreadsheets, workbooks, and documentation for technical purposes.

M. Complete other broadband duties as needed.

N. On-call responsibilities as required.

O. Other duties as may be assigned, from time-to-time, by the Director of Broadband.

VII. MARGINAL DUTIES:

All duties listed above are required for this position and none are considered marginal.

VIII. EDUCATION/EXPERIENCE/REQUIREMENTS:

A. High school diploma or equivalent required.

B. Two-year technical degree in computer science or related field required.

C. Related job experience may substitute for a portion of the educational requirements.

D. Computer skills required with a general knowledge of networking.

E. Must possess and maintain a valid driver’s license.

IX. ABILITIES AND SKILLS:

Requires demonstrated excellent interpersonal, verbal and written communication skills to be used with the managers, employees, and member-consumers. Requires demonstrated business skills including the ability to prepare all types of correspondence, skills in grammar, spelling and punctuation, editing and proof reading. Be responsive and persuasive at all levels of the organization to handle Cooperative issues in a confidential and tactful manner.

X. ATTITUDE:

A. Willingness to cooperate, perform, and contribute to the department’s goal of providing exceptional service to the members and to the organization as a whole.

B. Willingness to pursue a continuous program of self-development, both inside and outside of work hours in furthering his/her knowledge to develop in the job and accept increasing responsibilities.

XI. PERSONAL CHARACTERISTICS:

A. Must be of the highest integrity and possess good personal habits.

B. Must be attendance and punctuality conscious in performance of duties.

C. Must possess the initiative to develop an interest in accepting and directing work assignments.

D. Must possess the characteristics necessary for providing effective leadership, guidance, training, and direction.

REVISED 07/01/2024

Job Type: Full-time

Pay: $30.05 per hour

Benefits:

Schedule:

•

Monday to Friday

Work Location: In person