Field Technician I in Scottsdale, Arizona at Saddleback Communications

Job Summary:

The Field Technician / OSP Tech performs on-site installation, repair, and maintenance work for residential and commercial services. This role handles CPE work, fiber splicing, basic transport and switch configurations, and simple OSP construction tasks, ensuring that services are delivered and restored quickly and professionally. In addition to core telecom duties, this position incorporates residential IT support capabilities — including device setup, home network troubleshooting, smart home integration, and end-user education. The Field Technician / OSP Tech is a direct representative of the company and a key driver of the subscriber experience.

Key Outcomes of the Role:

Success in this role looks like:

• Install and repair work completed on time and within quality standards
• First-visit resolution targets met for field service calls, including residential IT issues
• Accurate documentation of equipment, configurations, and as-built details
• Safe work practices followed consistently in all field environments
• Positive customer feedback on professionalism, communication, and technical expertise
• Residential IT issues resolved without the need for escalation or return visits

Services Pillar Team Role:

As a front-line member of the Saddleback Field Tech brings the network and service promises to life at the customer premises and in the outside plant. The person in this role serves as a single point of contact for subscriber technical needs — from the fiber drop to the last connected device. This role provides critical feedback on plant conditions, CPE performance, device compatibility, and recurring issues that inform continuous improvement across the pillar.

Essential Duties and Responsibilities:

Installs & Activations

• Perform residential and commercial installs including fiber termination, ONT placement, CPE setup, and WiFi configuration.
• Configure and verify home networks including router setup, SSID management, wired/wireless performance, and device connectivity.
• Set up and connect smart home devices (smart TVs, streaming sticks, smart speakers, home automation hubs) to the customer's network.
• Verify service performance before leaving the site and walk the customer through their setup and basic usage.

Repairs & Maintenance

• Respond to field repair tickets, performing diagnostics and corrective actions on CPE, fiber, and simple OSP plant.
• Troubleshoot residential IT issues including slow speeds, intermittent connectivity, device conflicts, IP assignment failures, and DNS problems.
• Identify and resolve interference, channel conflicts, and coverage gaps in home WiFi environments.
• Execute basic transport and switch configuration changes under direction from NOC or engineering.

Residential IT Support

• Assist customers with device setup, including computers (Windows/macOS), tablets, smartphones, printers, and IoT devices.
• Perform basic software troubleshooting: OS connectivity settings, browser/app issues, VPN conflicts, and firewall configuration.
• Educate customers on network security best practices, including password management, guest network setup, and firmware updates.
• Identify opportunities to recommend service upgrades or equipment solutions that improve the subscriber's in-home experience.

Documentation & Safety

• Complete all required documentation, including work orders, device inventory, and as-built notes.
• Log residential actions and resolutions in the ticketing system for continuity and trend tracking.
• Follow safety standards and best practices when working at heights, in confined spaces, or around utilities.

The above-cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Education and Experience Requirements:

• High school diploma or equivalent required; technical training or certification preferred
• 1–3 years of experience in telecom, ISP, residential IT support, or similar field technician roles a plus
• Experience with fiber installation, splicing, or CPE work a plus
• CompTIA A+, Network+, or equivalent IT certification a plus
• Experience supporting Windows, macOS, iOS, and Android devices preferred

Knowledge/Skills/Abilities:

• Hands-on skills in fiber handling, CPE installation, and basic network configuration
• Proficiency in home network troubleshooting including WiFi, routing, and device connectivity
• Familiarity with residential device ecosystems: computers, tablets, smart TVs, streaming devices, and smart home platforms (Google Home, Amazon Alexa, Apple HomeKit)
• Ability to use test equipment and tools for fiber and connectivity verification
• Basic understanding of TCP/IP, DHCP, DNS, and NAT as applied to residential networks
• Strong customer communication skills with the ability to explain technical concepts to non-technical users
• Patient, professional, and service-oriented demeanor — comfortable working in customers' homes
• Comfort working outdoors and in a variety of physical environments
• Organized and reliable with strong follow-through on documentation

Equal Employment Opportunity and Preference Policy

The Company is an Equal Opportunity/Affirmative Action Employer. In accordance with the Salt River Pima-Maricopa Indian Community preference policy and applicable law, preference in employment, promotion, transfer, training, and rehire will be given in the following order: (1) Enrolled SRPMIC Community Member Veteran, (2) Enrolled SRPMIC Community Member, (3) Legal Spouse of an Enrolled SRPMIC Community Member, (4) Enrolled Member of another federally recognized Indian Tribe, and (5) other qualified applicants. All employment decisions are based on qualifications, ability, and job performance.