Business Service Technician

Responsibilities

• On-Site Diagnostics & Repair: Investigate and resolve service outages or performance degradation at the client's place of business.
• Physical Layer Maintenance: Repair or replace damaged cabling (Cat5e/6 or Fiber) and connectors. Perform fiber splicing and use OTDR/Light Meters to verify signal integrity.
• CPE Management: Install, re-configure, and troubleshoot Customer Premise Equipment (CPE) , including Managed Routers, Network Interface Devices (NID), Integrated Access Devices (IAD), and Optical Network Terminals (ONT).
• Network Configuration: Interface with the Network Operations Center (NOC) to verify VLAN tagging, IP assignments (Static/Dynamic), and routing protocols.
• Inside Wiring: Navigate business environments (server rooms, IDF/MDF closets, drop ceilings) to extend demarcations or optimize equipment placement.
• Quality Assurance: Conduct comprehensive speed tests and latency benchmarks to ensure the circuit meets Service Level Agreements (SLAs).
• Technical Skills & Qualifications
• Connectivity Standards: Deep understanding of Ethernet standards and Fiber Optic technology (GPON, Active Ethernet).
• Networking Protocol: Proficiency in TCP/IP, DNS, DHCP, and basic command-line interface (CLI) interactions for equipment configuration.
• Tool Proficiency: Experience using fusion splicers, signal level meters, TDRs, and network testers (e.g., NetAlly, VIAVI).
• Hardware Knowledge: Familiarity with enterprise-grade hardware such as Cisco, Adtran, Juniper, or Ciena.
• Certifications (Preferred): CompTIA Network+, BICSI, or FOA Certified Fiber Optic Technician (CFOT).
• Soft Skills & Requirements
• The "Professional Face": Ability to communicate technical issues clearly to non-technical business owners and IT Managers.
• Problem Solving: A methodical approach to troubleshooting-isolating variables to find the root cause of an issue quickly.
• Physical Demands: Ability to lift up to 50 lbs, climb ladders, and work in confined spaces (server closets/crawl spaces).
• Mobility: Must possess a valid driver's license and a clean driving record for operating a company service vehicle.
• What Success Looks Like
• Mean Time to Repair (MTTR): Consistently meeting or exceeding targets for restoring business services.
• First-Time Fix Rate: Resolving issues on the initial visit to minimize client downtime.
• Client Satisfaction: Maintaining high CSAT scores through professional conduct and clear communication.
• About Bold Business:
• Bold Business is a US-based global business process outsourcing (BPO) firm with over 25 years of experience and $7B+ in client engagements. We help fast-growing companies scale through smart talent strategies, automation, and technology-driven solutions.

Additional Information

Position Summary We are looking for a Business Service Technician who can be the frontline technical expert responsible for ensuring our enterprise and small-business clients stay connected. You will provide high-level on-site support, diagnosing and resolving complex broadband connectivity issues delivered via Ethernet-over-Copper, Coax, or Fiber Optics . This role requires a blend of advanced technical troubleshooting, hands-on physical repair, and professional client interaction to maintain our reputation for reliability. Location: US (Nationwide) On-Site.

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