Field Service Technician, Atlanta GA

About the role

The Field Service Technician must have good communication and technical skills to effectively diagnose and solve problems. They must be familiar with a variety of phone systems, network, and data equipment and be able to perform a wide range of services, from basic repair to full installations with little or no supervision. This position requires daily travel, with some overnight travel possible on occasion. Availability to be on call after normal business hours and perform service, installation, and maintenance work during nighttime hours is expected.

Field Service Technicians must be team players with strong customer service and project management skills to ensure customer equipment is configured, programmed, or repaired according to the customer’s needs. They must also possess good computer and organizational skills, participate in on-the-job training, and maintain a working knowledge of all equipment. Hand and finger dexterity, good eyesight, and the ability to determine colors are required.

Responsibilities

• Performs installation, maintenance, and troubleshooting on Key and PABX phone systems.
• Performs installation, maintenance, and troubleshooting on Voicemail and Call Center products.
• Utilizes thorough knowledge and experience in testing, troubleshooting, cutting over, and turning up of phone lines, PRI’s, voice and data T-1’s, Trunks, and integrated circuits.
• Troubleshoots telephone system hardware/software, voicemail, and telephone set and feature issues on site and remotely.
• Installs cables and performs testing.
• Establishes service by studying equipment requirements; researching documentation, ordering and gathering components and parts; completing installation; performing acceptance tests.
• Maintains rapport with customers by discussing issues; providing technical support; identifying solutions; suggesting improved methods and techniques; recommending system improvements.
• Supports other departments by providing corrective actions to Trouble Tickets and assisting the Technical Assistance Center (TAC) as required.
• At customer premises, identifies demarc, pretests, and installs IAD and performs loop testing.
• Assists remote centers with hosted IP-PBX/managed services test and turn-up to customer premise.
• Protects confidential information, observes and participates in vehicle and office safety programs.
• Responsible and accountable for maintaining all company equipment to be operational at all times.
• Adheres to scheduled order completion and maintenance time frames.

Requirements

• 3–5 years of related telecommunications experience.
• Basic knowledge of VoIP, networks, and data.
• Able to read and interpret documents such as safety rules, operation and maintenance instructions, and procedure manuals.
• Able to write routine reports and correspondence as well as speak effectively to customers or fellow employees when resolving trouble reports.
• Must be able to work independently with minimal guidance while focusing on a sense of urgency for customer-impacting issues.
• Must be able to sit or stand for extended periods of time, lift up to 50 lbs., and perform other basic physical demands of the position as needed.
• Experience with SV9500, UM8700, and MA4000 systems.