Field Service Technician II

About the role

The Field Service Technician II plays a crucial role in troubleshooting, maintaining, and repairing low voltage systems, including network infrastructure, surveillance cameras, servers, NVRs, access control hardware and software, and audio-visual systems. Reporting directly to the Service Manager, this position requires a highly motivated self-starter with exceptional technical expertise in low voltage systems and a strong commitment to delivering outstanding customer service. The Field Service Technician II also acts as a mentor and leader for the Field Service Technician I, providing guidance and support to help them develop the skills necessary for advancement. Participation in Premise One's on-call service program is a key component of this role.

Responsibilities

• Conduct pre-work site assessments and safety checks to ensure a safe working environment
• Provide exemplary customer service, consistently maintaining the highest service standards and client satisfaction
• Lead by example, guiding Field Service Technician I employees to ensure efficient, first-time resolution of service issues
• Implement job plans with a focus on quality assurance and safety compliance, ensuring project completion meets company standards
• Operate independently in the field, making informed decisions to resolve technical issues on-site
• Diagnose, service, and repair low voltage systems in commercial and enterprise environments, ensuring all repairs adhere to company and industry standards
• Test all repairs on-site in alignment with Service Operations and Engineering policies
• Accurately document all work performed, including notes, photos, and communications, in online ticketing systems and timecards
• Participate in the on-call rotation, providing emergency after-hours service as required
• Maintain the company-issued vehicle in accordance with company standards, ensuring it is always in optimal condition
• Maintain a professional appearance and demeanor at all times, representing the company positively in all interactions
• Provide feedback and suggestions to the Field Superintendent or Service Manager to enhance service delivery and field operations
• Proactively communicate scheduling issues and other concerns to the Field Superintendent, Service Manager, and dispatchers
• Perform other related services as required on-site, with flexibility to adapt to changing job demands

Requirements

• 5+ years of experience in Audio Visual, Security, Intercom/Paging, and Infrastructure Cabling
• Strong understanding of programming, technical commissioning guidelines, and troubleshooting philosophies
• Familiarity with industry-standard tools, equipment, and test devices, such as Fluke testers, meters, and OTDR
• Preferred candidates will have a robust background in physical security systems
• Strong mechanical aptitude with proven troubleshooting skills, particularly in relay logic and system diagnostics
• Willingness to work overtime as needed to meet construction and service schedules
• Ability to support 24/7 client SLAs and respond to emergencies when required
• Willingness to travel at least 60% of the time within the designated service market, with occasional out-of-town travel up to 20%
• Competent in using computers and industry-specific software
• Ability to handle physical workloads, including lifting and carrying up to 50 lbs, and the ability to walk, sit, and stand for extended periods
• Must possess a clean driving record and hold a current state driver's license

Desired Certifications & Training

• Genetec
• Software House
• Lenel
• Feenics
• Milestone
• Avigilon
• Crestron