Field Technician

Position Summary

The Cable/Field Technician’s role is to deploy, maintain, and support client networks and voice services located at customer and Kloud 7 facilities. The position entails travel to client sites to perform technical surveys, service installation, user training and systems support.

Roles and Responsibilities

• Technical Surveying
• Conduct a structured site review to determine the readiness of a client’s site for the solution being deployed.
• Trace and verify that the inside CAT5e / CAT6 wiring is in place and correctly terminated to meet the requirements of the services to be installed.
• Verify equipment space and power placement is suitable.
• Analyze ISP DMARC locations and service delivery types.
• Capture site pictures and generate detailed site survey reports detailing the findings.
• Service Installation.
• The ability to install the following devices for new and existing customers: network routers, switches, wireless access points, IP phones, desktop/laptop computers, etc.
• The installation of structured inside wiring CAT5e / CAT 6 / COAX.
• Installing and troubleshooting software on end-user PCs.
• A strong working ability with hand power tools.
• The ability to effectively install structured cabling into new construction and existing office buildings through walls, above ceilings, and any other path reasonably required to meet the requirements of the cabling run.
• Follow detailed instructions from the remote provisioning team on the required steps to complete a service installation.
• Strong time management capabilities to meet multiple installations per day at different customer sites
• Detailed verification that services are correctly functioning and troubleshooting with remote provisioning teams

*User Training*

• Upon completion of service installation, the ability to work with individuals and groups of users to train them on using the service installed
• A detailed understanding of Kloud 7’s services, products, and systems
• The ability to effectively present yourself and Kloud 7’s products in a way that is understandable to a non-technical user
• Group-style product or feature demonstrations and the ability to publicly speak to a group of users to efficiently a larger number of users simultaneously
• User / Systems Support
• Field incoming help requests from end users via both telephone and work orders in a courteous manner
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken through to the final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
• Test fixes to ensure the problem has been adequately resolved
• Perform post-resolution follow-ups to help requests
• Develop help sheets and knowledge base articles for end users
• Perform related duties consistent with the scope and intent of the position

Position Requirements

• Dexterity of hands and fingers to operate a computer keyboard, mouse, and power tools and to handle other computer components.
• Experience cabling various electronic components (e.g., modems, routers, switches)
• Experience working with CAT 5, CAT6, and COAX wiring
• Ability to use established electrical, digital, and/or mechanical principles and to perform appropriate tests to identify and solve problems encountered on the job.
• Ability to efficiently and accurately work with multiple types of information and/or perform multiple tasks simultaneously.
• Ability to complete a designated amount of work in a specified timeframe (e.g., quality jobs per day), adjusting work assignments or schedules to meet changing work-related priorities or demands.
• Ability to work well with others to achieve common goals and to foster a cooperative climate, as well as to work independently in the field with little supervision
• Ability to provide efficient, quality customer service to both internal and external customers, both face-to-face and over-the-phone
• Knowledge of basic computer hardware
• Experience with desktop operating systems, including Windows (XP 7, 8 10), Ubuntu Linux, and Mac OSX
• Working knowledge of a range of diagnostic utilities
• Good understanding of the organization’s goals and objectives
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong documentation skills

Work Conditions / Physical Requirements*

• Sitting and/or standing for extended periods of time.
• Lifting and transporting moderately heavy objects, such as computers and peripherals
• Ability to work in confined spaces (e.g., attics, crawl spaces, utility holes).
• Ability to perform job activities outdoors in different weather conditions (e.g., extreme cold and/or heat, inclement weather)
• Ability to climb and work at elevations (e.g., from ladders, poles, lift trucks) exceeding 18 feet
• Able to handle, grasp, and carry 30-foot extension ladders (up to 75 lbs.) and manhole covers (up to 150 lbs.) Ability to work in confined spaces
• Ability to work varying shifts and hours, including mandatory overtime
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.