Field Support Technician

Job Description

Primary Roles & Responsibilities

This role reports to and receives its daily job assignments from the Customer Operations Manager in his or her region. This role will also coordinate with other groups within the company such as project managers, Smart Hands, and not limited to engaging with client project managers and other client support team members.

Manage the day-to-day service operations of the installations, delivery and deployment of technical resources within area of responsibility.

Maintain and enhance a strong customer service-oriented environment focused on problem prediction, detection and resolution. Oversee documentation of issue, action plan and outcome and distribution within area of responsibility.

Perform technician work activities and proactively identify and remove barriers to meeting customer expectations. Work with team to ensure root cause is identified, action plans are developed and ensure follow-up on customer issue resolution. Escalate issues as appropriate.

Effectively support the planning and tracking of projects, resource planning and allocation, task delegation to accomplish project goals and objectives.

Perform installation and service of low voltage category cabling, fiber optic cabling, communications cabling, communication equipment and other various low voltage related systems such as Category 3, Category 5, Enhanced Category 5, Category 6 and Fiber Optic Structured Cable Distribution Systems.

Measure, install, and pull wires through conduits for all circuitries.

Evaluate, diagnose, troubleshoot cabling infrastructure systems and perform repairs as necessary.

Perform upgrades and additions to cabling infrastructure systems to increase functionality and usability.

Patching cabling between network equipment and customer's network

Installation of power cables from equipment to power supply in rack/cabinet/closet

Physically install, configure and test network assets (i.e. switches, routers, firewalls, network tools & testing devices) in network closets and data center network cabinets.

Install/swap out devices (e.g., phone, computers, cables, boards, edge routers, switches etc.)

Complete all hard and complex Move, Add Change (MAC) requests within the defined service levels

Act as interface between customer's associates and management

Provide hardware break-fix services for network infrastructure

Employ appropriate troubleshooting techniques for network performance issues.

Ensure the data network and all related equipment are in optimal working condition.

Perform network closet clean-up, switch port optimization, and survey work as needed.

Perform onsite call-through, data, voice, website and security testing

Support carrier testing of circuits

Assist with facilities efforts

Power and uninterruptable power supply (UPS) restoral, water related problems

Perform back-up testing to ensure all systems are connected to the customer's network as directed

Perform day-to-day field installation, configuration, service, preventive maintenance, and decommission of advanced services such as wireless

Install equipment and maintain WIFI Systems, wireless router, roof mounted antenna and other infrastructure and technologies to provide wireless communications capabilities across clients' networks and data computing infrastructure.

Perform incidental and preventative maintenance on Wi-Fi equipment.

Perform other duties as assigned by management.

Coordinate with other Team Members within North American Commercial Services (NACS) Operations for the purpose of completing projects/work orders efficiently.

Inform operations management regarding procedures and/or status of work orders for the purpose of providing necessary information for making decisions, taking appropriate action and/or complying with OSHA regulations.

Complete required documentation in a variety of written and electronic formats according to company standards such as time reporting for billing & payroll, work order progress & completion, time and materials for client SLAs, etc.

Request equipment and supplies for the purpose of maintaining inventory and ensuring availability of required items, as required.

Respond to emergency situations during or after hours for the purpose of resolving immediate client concerns and meet SLAs.

Transport a variety of items (e.g. tools, equipment, supplies, etc.) for the purpose of ensuring the availability of materials required at client site.

Attend meetings, workshops, training, and seminars for the purpose of conveying and/or gathering information required to perform job functions.

Achieve performance targets established by leadership for applicable Key Performance Indicators.

Requirements:

Must have valid driver's license and reliable vehicle with the ability to carry a 6-foot ladder

Must have a working smartphone to access company email and company ticketing system

Must have basic cabling tools/technician tools

Must know how to use a laptop/email/basic knowledge of Office 365 applications such as Word, Excel

Must be proficient in utilizing technical tools such as cable testers and fiber testers.

Requires experience in working in communications closets

Must be able to safely lift heavy objects

Must understand cable patching processes and procedures

Must be familiar with 66 Block and 110 Block cross connect procedures

Must have a basic knowledge of data communications networking

Must be able to assist in troubleshooting issues

Must understand network terminology

Must be familiar with IP phone

Requires good interpersonal communications skills

Must be able to explain technical issues in a way the customer will understand an issue

Must be able to interpret a customer's issue in a way that will allow technician to facilitate a resolution

Experience and Education:

5 years of experience in data communications

Must have a basic knowledge of Cisco Phones, switches and routers

Must have a basic knowledge of local and wide area networking.

High school diploma or equivalent required