Field Support Engineer III

Overview

The Field Support area is responsible for providing on-site technical or non-technical product support and service to customers. The position involves supporting, performing, integrating, and providing knowledgeable input on proposed designs within TNS POPs and Datacenters. It also includes providing leadership and guidance to other staff providing support for TNS services.

Responsibilities

• Subject Matter Expert (SME) for large to very large projects in multiple areas of TNS, including Facility, Service Support, Design, and Installation across TNS' offered services.
• Manage multiple assignments and problems in an environment of continually changing priorities while keeping management and user departments informed of progress.
• Make recommendations within corporate, division, and departmental policies and submit changes to policies and procedures as appropriate to satisfy changing business needs.
• Provide recommendations to Facility Manager and Network Design & Delivery and NA Field Services Director on Disaster Recovery needs and designs to critical datacenter equipment and environments.
• Travel to remote sites for periodic or emergency maintenance, customer support, equipment installation, de-installation, software upgrades, troubleshooting/repair.
• Ability to perform Layer 1, physical circuit reliability acceptance testing with the carrier and the customer to validate the quality of the transmission path to the users' equipment.
• Ability to perform level 2 & 3 tests; adhere to protocol standards to validate interoperability and interfacing requirements to connect the customers into the TNS Network.
• Move and lift a minimum of 50 lbs into telco racks.
• Monitors and reviews network circuits and equipment.
• Ensures network equipment as-built and device operational status are reflected appropriately in central configuration management database.
• Provides daily and weekly status reports.
• Installs and tests new equipment installations.
• Performs LAN, Ethernet switching EIA cable pin configurations.
• Maintains network power, HVAC, UPS, rectifiers, and batteries.
• Provides 24x7 on-call assistance.
• Best Practices for Cable Installation (Copper, Coax and Fiber).
• Communicates information verbally and in writing in a clear and coherent manner.
• Frequent inter-organizational and outside customer contacts.
• Documents all changes in rack, power, and cross-connect levels.
• Implements backup database procedures on a scheduled basis to secure the integrity of critical data in case of a natural disaster or in the event of an equipment failure where data recovery is required.
• Provides and sustains a good working relationship and rapport with our customers, regional partners, and internal TNS customers.
• Supports preventative maintenance on TNS owned Generators, UPS, DC Plant, and Halon.
• Contributes to development of organization's goals and objectives.
• Serves as organization spokesperson on specialized projects or programs.
• Acts as prime consultant on large projects that affect the organization's long-term goals and objectives.
• Coordinates and supports Engineering in planning and implementation of new systems and services, new product evaluation, equipment installs/de-installs, cabling, and software upgrades for network equipment.
• Provides and supports reporting and recommendations based on SME type areas.
• Properly navigates through all networks to access devices for remote support.

Qualifications

• Expert to Distinguished level of support as defined by a TNS Field Services Technician V.
• Broad application of commonly used network troubleshooting, installation, and testing concepts, practices, and procedures.
• Demonstrates experience in working on unusually complex problems and provides solutions that are highly creative.
• Able to work in a fast-paced environment and manage a variety of responsibilities at the same time.
• Able to work well within a remote management environment, perform frequent travel, and accept on-call status responsibilities.
• Strong knowledge of all aspects of telecommunications networking and design.
• Uses creativity in solution of problem.
• Strong understanding of data and voice circuits using both copper and fiber interfaces.
• Able to provide technical leadership and guidance to other team members, as well as those outside the team.
• May have a vendor certificate in the use of UNIX, Linux, and Cisco command structures.
• Excellent Leadership skills are required.
• Excellent written and oral communication skills are required.
• Effectively communicate with all staff within the Field Services Technician and Engineer type roles.

Pay

$88,000 - $101,000 annually.

Schedule

Varies based on project needs and travel requirements.