Lead Broadband Technician

Lead Broadband Technician -  On-site Rockville, MD

Scope of Work:

1) Contractor will provide technical support for the Department of Technology & Enterprise Business Solutions, Office of Broadband Programs. Deliverables Include:

2) Contractor will provide candidate(s) with experience in:

• Basic familiarity with software: (url removed), Solarwinds, Microsoft Office, Service Now

• Installing, terminating and testing low voltage cabling (UTP, coax)

• Network technologies to include: TCP/IP, wireless technologies to include routers and access points.

• Troubleshooting customer wi-fi service and devices, confirming power to equipment, conducting performance and reachability tests.

• Customer Service and critical thinking skills.

• Coordinate daily schedules to prioritize workload.

• Installing, troubleshooting and maintaining Uninterruptable Power Supplies(UPS).

3) Contract staff will work primarily offsite at various residential housing sites in MD. Hours to be worked: Monday – Friday, 8:30 a.m. – 5:00 p.m., Possible evening and weekend calls for service

4) No Mileage/or parking reimbursements will be provided. Must have own personal vehicle, valid driver's license, and ability to drive to job sites around Maryland.

• Ability to lift 40 pounds.

• Excellent customer service and communications skills.

• Self-starter, ability to work independently and as part of a team.

• Proactively maintaining communication channels with customers via phone, email, or face-to-face meetings.

• Perform residential installation of internet service and Wi-Fi connected devices.

• Connect customer devices in their homes/residences (desktop computers, laptops, tablets, mobile phones, smart TVs, etc.).

• Troubleshoot and fix residential internet service issues.

• Educate customers on how to operate the equipment and service after initial setup to ensure their long-term success with the service.

• Provision County owned WiFi routers/devices.

• Update documentation on work performed inside the residence.

• Create project documentation to include network drawings; photographs; white papers and as-builts.

• Test and replace uninterruptible power supplies (UPS) at County sites.

• Assist Network Operations Center (NOC) and Network Engineering staff as needed.

• Must be able to diagnose problems with: host network adapters, cabling, routers, switches, wireless access points, and Wi-Fi services.

• Basic understanding of IT and networking technologies and protocols.

• Low voltage cabling problems and related use of cable testers, cable trace/ID toners, and other tools.

• Gather related information as requested by NOC Manager and associates.

• Respond to electronic communications (email, SMS texts, phone calls) and maintain status information with NOC and associates as appropriate.

• Knowledge of basic power distribution and protection systems.

• Hands on experience with Network Management Systems a plus.

• Track, organize and optimize network infrastructure inventory.

• Procurement of network equipment.

• Contractor will report directly to Community Technology Manager.

• Contractor may work under the direction of Network Services staff as assigned.