Field Service Technician, Brockton MA

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.

Responsibilities

• Performs installation, maintenance, and troubleshooting on Key and PABX phone systems
• Perform installation, maintenance, and troubleshooting on Voicemail and Call Center products
• Utilizes thorough knowledge and experience, testing, troubleshooting, cutting over, and turning up of phone lines, PRI’s, voice and data T-1’s, Trunks, and integrated circuits
• Troubleshoot telephone system hardware/software, voicemail, and telephone set and feature issues on site and remotely
• Install cables and 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, assist the Technical Assistance Center (TAC) as required
• At customer premises locations identify demarc, pretest and install IAD and loop testing. Assist remote centers with hosted IP-PBX/managed services test and turn up to customer premise
• Protect confidential information, observe and participate in vehicle and office safety programs
• Responsible and accountable for maintaining all company equipment to be operational at all times
• Adhere 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
• SV9500, UM8700, and MA4000 experience

Skills

• Good communication and technical skills
• Team player with good customer service and project management skills
• Good computer and organizational skills
• Hand and finger dexterity and good eyesight with the ability to determine colors