Field Support Technician

Field Support Technician

Long-term contract role with potential extension or conversion based on performance and business needs. This is a mobile field technician position supporting a 2-hour radius around Atlanta, GA. Mileage and drive time are paid, except for the commute from home to the first site of the day.

Primarily Monday–Friday/Saturday, mostly daytime

Occasional night work for projects or after-hours incident support

Weekend project work may be required with advance notice

Participation in a rotating weekly on-call schedule is required

$25–$28/hr depending on experience and skill level.

Requirements

• Valid driver's license and reliable vehicle capable of transporting a 6-ft ladder
• Working smartphone for email and ticketing system access
• Basic cabling/technician tools
• Ability to use a laptop, email, and basic Office 365 applications (Word, Excel)
• Proficiency with cable testers and fiber testers
• Experience working in communications closets
• Ability to safely lift heavy equipment
• Understanding of cable patching processes and procedures
• Familiarity with 66-block and 110-block cross-connects
• Basic knowledge of data communications networking
• Ability to assist with troubleshooting
• Understanding of common network terminology
• Familiarity with IP phones
• Strong interpersonal and customer-facing communication skills
• Ability to explain technical issues in customer-friendly terms
• Ability to interpret customer issues and translate them into actionable technical steps

Experience & Education

• 5+ years of experience in data communications
• Basic knowledge of Cisco phones, switches, and routers
• Basic understanding of LAN/WAN networking
• High school diploma or equivalent

Primary Responsibilities

• Receive daily assignments from regional operations leadership and coordinate with internal teams such as project managers and Smart Hands resources
• Manage day-to-day service operations, installations, and deployment of technical resources
• Maintain a strong customer-service focus, including documenting issues, action plans, and resolutions
• Perform technician duties and proactively identify obstacles to meeting customer expectations
• Support root-cause analysis and ensure follow-up on customer issues; escalate when necessary
• Assist with project planning, tracking, resource allocation, and task delegation
• Install and service low-voltage cabling systems including Cat3, Cat5, Cat5e, Cat6, and fiber
• Measure, install, and pull cable through conduits
• Diagnose, troubleshoot, and repair cabling infrastructure
• Perform upgrades and additions to cabling systems
• Patch cabling between network equipment and customer infrastructure
• Install power cables within racks, cabinets, and closets
• Physically install, configure, and test network hardware (switches, routers, firewalls, tools, test devices) in network closets and data center cabinets
• Install or replace devices such as phones, computers, cables, boards, edge routers, and switches
• Complete complex MAC (Move/Add/Change) requests within defined SLAs
• Serve as a customer interface for technical and operational communication
• Provide hardware break-fix support for network infrastructure
• Troubleshoot network performance issues using appropriate diagnostic techniques
• Ensure network equipment and related systems remain in optimal working condition
• Perform network closet clean-ups, switch-port optimization, and site surveys
• Conduct onsite call-through, data, voice, website, and security testing
• Support carrier circuit testing
• Assist with facilities-related tasks including UPS/power restoration and water-related issues
• Perform backup testing to confirm network connectivity
• Install, configure, service, maintain, and decommission wireless systems and related equipment (Wi-Fi systems, routers, antennas, etc.)
• Perform preventative and incidental maintenance on wireless equipment
• Coordinate with other field and operations teams to complete work orders efficiently
• Provide updates to operations management regarding procedures, work order status, and compliance requirements
• Complete required documentation (time reporting, work order updates, materials usage, SLA documentation, etc.)
• Request equipment and supplies as needed to maintain inventory
• Respond to emergency situations during or after hours to meet SLAs
• Transport tools, equipment, and supplies to job sites
• Attend meetings, training sessions, and workshops as required
• Meet performance targets and KPIs established by leadership