Field Support Technician

Field Support Technician

The Field Support Technician reports to the Customer Operations Manager for the assigned region and receives daily work assignments from that manager. The role also coordinates with internal teams, including project managers, Smart Hands personnel, and other support team members.

Primary Roles and Responsibilities

• Manage day-to-day service operations involving the installation, delivery, and deployment of technical resources within the assigned area of responsibility.

• Maintain and strengthen a customer service-focused environment centered on issue prediction, detection, and resolution. Oversee documentation of each issue, the related action plan, and the outcome, and ensure appropriate distribution within the assigned area.

• Perform technician work and proactively identify and remove barriers to meeting customer expectations. Work with the team to identify root causes, develop action plans, follow up on customer issue resolution, and escalate issues as appropriate.

• Support project planning and tracking, resource planning and allocation, and task delegation to achieve project goals and objectives.

• Install and service low-voltage category cabling, fiber-optic cabling, communications cabling, communications equipment, and related low-voltage systems, including 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 circuitry.

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

• Complete upgrades and additions to cabling infrastructure systems to improve functionality and usability.

• Patch cabling between network equipment and the customer's network.

• Install power cables from equipment to the power supply in racks, cabinets, and closets.

• Physically install, configure, and test network assets in network closets and data center cabinets, including switches, routers, firewalls, network tools, and testing devices.

• Install or replace devices such as phones, computers, cables, boards, edge routers, and switches.

• Complete all difficult and complex Move, Add, and Change (MAC) requests within defined service levels.

• Serve as the interface between the customer's associates and management.

• Provide hardware break-fix services for network infrastructure.

• Apply appropriate troubleshooting techniques to resolve network performance issues.

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

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

• Conduct onsite call-through, data, voice, website, and security testing.

• Support carrier circuit testing.

• Assist with facilities-related efforts.

• Address power and uninterruptible power supply (UPS) restoration needs and water-related problems.

• Perform backup testing as directed to confirm that all systems are connected to the customer's network.

• Perform day-to-day field installation, configuration, service, preventive maintenance, and decommissioning of advanced services, including wireless services.

• Install equipment and maintain Wi-Fi systems, wireless routers, roof-mounted antennas, and other infrastructure and technologies that provide wireless communications capabilities across client networks and data-computing infrastructure.

• Perform incidental and preventive maintenance on Wi-Fi equipment.

• Perform other duties as assigned by management.

• Coordinate with other team members within North American Commercial Services (NACS) Operations to complete projects and work orders efficiently.

• Inform operations management of procedures and the status of work orders to provide the information needed for decision-making, appropriate action, and compliance with OSHA regulations.

• Complete required documentation in written and electronic formats according to company standards, including time reporting for billing and payroll, work-order progress and completion, and time-and-material reporting for client service-level agreements (SLAs).

• Request equipment and supplies as needed to maintain inventory and ensure required items are available.

• Respond to emergency situations during or after business hours to resolve immediate client concerns and meet SLAs.

• Transport tools, equipment, supplies, and other items to ensure required materials are available at client sites.

• Attend meetings, workshops, training sessions, and seminars to communicate and gather information required to perform job functions.

• Achieve performance targets established by leadership for applicable key performance indicators (KPIs).

Position Details

• Hourly compensation is based on experience and skill level.

• A permanent position may be offered after a minimum six-month trial period.

• Standard work hours apply.

• Field dispatch work generally occurs Monday through Friday or Saturday and is primarily performed during daytime hours. Some night work may be requested for projects or incident support after client sites have closed for the day. Availability for weekend project work is required when requested. Advance notice will be provided whenever possible.

• The technician must be available to participate in a rotating weekly on-call schedule.

• Work arrangement and location: Mobile worker serving the states of Georgia, Alabama, Mississippi, and Tennessee.

Requirements

• Valid driver's license and a reliable vehicle capable of transporting a six-foot ladder.

• A working smartphone with access to company email and the company ticketing system.

• Basic cabling and technician tools.

• Ability to use a laptop and email, with basic knowledge of Microsoft 365 applications such as Word and Excel.

• Proficiency with technical tools, including cable testers and fiber testers.

• Experience working in communications closets.

• Ability to lift heavy objects safely.

• Understanding of cable-patching processes and procedures.

• Familiarity with 66-block and 110-block cross-connect procedures.

• Basic knowledge of data communications networking.

• Ability to assist with troubleshooting issues.

• Understanding of network terminology.

• Familiarity with IP phones.

• Strong interpersonal and communication skills.

• Ability to explain technical issues in terms the customer can understand.

• Ability to interpret a customer's issue in a manner that enables the technician to facilitate a resolution.

Experience and Education

• Five years of experience in data communications.

• Basic knowledge of Cisco phones, switches, and routers.

• Basic knowledge of local area networks (LANs) and wide area networks (WANs).

• High school diploma or equivalent required.