Field Service Technician, Aurora CO

About the role

The Field Service Technician must have strong 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 perform services ranging from basic repair to full installations with little or no supervision. This role requires teamwork, excellent customer service, and project management skills to ensure customer equipment is configured, programmed, or repaired according to their needs. Daily travel is required, with occasional overnight travel possible. Availability for on-call duties after normal business hours and performing service, installation, and maintenance work during nighttime hours is expected.

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 premises.
• Protects confidential information and participates in vehicle and office safety programs.
• Maintains all company equipment to ensure operational readiness 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, lift up to 50 lbs., and perform other basic physical demands of the position.
• Experience with SV9500, UM8700, and MA4000 systems.
• Hand and finger dexterity, good eyesight, and the ability to determine colors.