Careers

Dispatch daily service orders to technicians and clear troubles from system upon completion
Adjust technician schedules based on workload
 Update and maintain a variety of records including but not limited to service order logs, customer contracts, maps, and purchase orders
Answer inbound calls and make outbound calls through the dispatch call queue
Ensure order quality and accuracy of scheduled tasks including but not limited to equipment and inventory control processing as well as billing accuracy
Participate in the dispatch queue to schedule customer appointments, send reminders, and make follow-up calls

Plan and prepare drawings and mapping for existing and new construction, removal or rearrangement of existing aerial or underground lines, cable, and conduits.
Direct all engineering projects including but not limited to project design, costing estimates and models, location passings.
Analyze design criteria such as geographic conditions as well as forecasts increase services and capacity to determine required construction methods and plans.
Understanding of different facilities-based architectures such as fiber optic based PON or Active Ethernet networks.
Prepare detailed construction and installation drawings and estimates equipment, labor, and material costs.
May supervise inspection of work orders and oversee contract construction by negotiating contracts and verifying tabulation of contractor staking sheets.
Lead the Mosaic engineering team by assigning work, checking quality of work, answering questions, handling personnel issues, and monitoring projects to ensure jobs are completed in a timely and accurate manner.
Consult with the COO, MTech personnel and Director of Operations on inside and outside plant design and engineering.
Review new technologies and potential services and makes recommendations on engineering and design requirements, costs, and impact.
Coordinate engineering projects handled by external vendors by preparing projects for bid, determining vendors to be used, and overseeing project progress.
Develop engineering budget objectives and controls. Order materials and equipment for engineering operations as appropriate.
Maintain contact with zoning, planning, and permitting agencies to stay abreast of changes that may require plant additions or rearrangements.
Perform all other related duties as assigned by management.

Configures, installs, secures, and maintains Microsoft platform hardware and software solutions along with ethernet, router, switches, network analysis, firewall, capacity planning, and remote management services.
Develops, configures, installs, supports and maintains customer systems, applications, security, networks, and network configurations (hardware and software).
Troubleshoots network performance issues and creates and maintains data and disaster recovery plans.
Analyzes technology systems and provides solutions for new or upgrading existing hardware or software.
Provides technical support and guidance to customers and internal team members as directed.
Maintains accountability for adherence to IT help desk service level agreements.
Performs all other related duties as assigned by management.

Configures, installs, secures, and maintains Microsoft platform hardware and software solutions along with ethernet, router, switches, network analysis, firewall, capacity planning, and remote management services.
Develops, configures, installs, supports, and maintains customer systems, applications, security, networks, and network configurations (hardware and software).
Troubleshoots network performance issues and creates and maintains data and disaster recovery plans.
Analyzes technology systems and provides solutions for new or upgrading existing hardware or software.
Provides technical support and guidance to customers and internal team members as directed.
Maintains accountability for adherence to IT help desk service level agreements.
Performs all other related duties as assigned by management.

Initiate trouble tickets, enter and communicate trouble information, and initiate follow-up on needed repairs.
Process telephone porting requests for residential and commercial customers.
Provision residential and commercial orders and prepare equipment for installs.
Test new services, hardware, and products.
Complete audits, track outages, schedule upgrades, and updates.
Provide provisioning support to the IT department and field technicians.

Supervise and coordinate NOC Technicians technical tasks through network monitoring, incident response, and equipment provisioning.
Ensure adherence to standardized technical support processes and documentation.
Daily activities include processing orders, handling in-and-outbound customer communications, overseeing and assisting with equipment prep, and coordinating daily activities within the team and with other departments including Operations and Sales.
Participate in development and implementation of a Quality Performance Program. Ensure the NOC Team is appropriately trained, updated on certifications, following correct procedures, and maintaining a high degree of quality. Develop the NOC department and its employee team for expanding roles.
Ensure customer service standards are met or exceeded by providing timely updates and resolutions of service issues.
Analyze Quality/Performance data and statistics and deliver timely feedback to team members.
Work within the NOC/IT department to respond timely to customer technical support requests as volume requires. Promote excellent customer service, effective response times and provide expert insight into general support issues. Enforce quality and performance guidelines for dealing with customers, completing services, and overall customer satisfaction.
Enforce quality and performance best practices through audits, call monitoring, and continuous improvement initiatives.
Analyze KPIs to benchmark team workload/performance and identify trends in call center requests.
Develop, implement, and hold staff accountable to follow standardized technical support process and documentation libraries.
Demonstrate a strong understanding of all Mosaic Technologies products and services.
Interface with the Mosaic Management Team for process development and implementation of new projects.
Provide input into strategic planning processes in support of new initiatives to enhance the overall customer experience.
Handle all complex customer service issues, escalated, and/or unresolved calls.
Maintain a working knowledge of all internal and external systems related to customer service and operations support.
Participate in or conduct required meetings; participate actively in any work group or committee assignments.
Provide management coverage and assistance to other departments as requested.
Accessibility for after-hours assistance/leadership as needed.
All other duties as assigned.

Review work orders, gather materials needed for installation, read maps to determine location, and communicate with customers.
Installation, maintenance, and repair of copper and fiber systems for residential and commercial customers.
Install connections, fittings, and termination hardware for connection to end-user equipment.
Troubleshoot complex issues to ensure adequate performance of Internet, phone, TV, and security services.
Convey a positive and professional appearance and demeanor when communicating the company’s products and services to customers.
Complete tasks within the specified timeframe while offering world-class customer service.
Report time for jobs completed and obtain customer signoff on completed work.
Participate in on-call rotation.