Mobile Field Technician

Responsibilities

• Manage day-to-day service operations for installations, delivery, and deployment of technical resources.
• Maintain and enhance a customer service-oriented environment focused on problem prediction, detection, and resolution.
• Oversee documentation of issues, action plans, and outcomes, and distribute within the area of responsibility.
• Perform technician work activities and proactively identify and remove barriers to meeting customer expectations.
• Work with the team to ensure root cause identification, action plan development, and follow-up on customer issue resolution.
• Escalate issues as appropriate.
• Support planning and tracking of projects, resource planning and allocation, and task delegation to accomplish goals.
• Perform installation and service of low-voltage cabling, including Category 3, 5, 5e, 6, fiber optic, and communications cabling.
• Measure, install, and pull wires through conduits for all circuitries.
• Evaluate, diagnose, troubleshoot, and repair cabling infrastructure systems.
• Perform upgrades and additions to cabling infrastructure to increase functionality and usability.
• Patch cabling between network equipment and the customer’s network.
• Install power cables from equipment to power supply in racks, cabinets, or closets.
• Physically install, configure, and test network assets (e.g., switches, routers, firewalls, network tools, and testing devices).
• Install or swap out devices such as phones, computers, cables, boards, edge routers, and switches.
• Complete hard and complex Move, Add, Change (MAC) requests within defined service levels.
• Act as an interface between customer associates and management.
• Provide hardware break-fix services for network infrastructure.
• Employ troubleshooting techniques for network performance issues.
• Ensure the data network and related equipment are in optimal working condition.
• Perform network closet clean-up, switch port optimization, and survey work as needed.
• Perform onsite call-through, data, voice, website, and security testing.
• Support carrier testing of circuits and assist with facilities efforts.
• Handle power and UPS restoral, and address water-related problems.
• Perform backup testing to ensure systems are connected to the customer’s network.
• Perform day-to-day field installation, configuration, service, preventive maintenance, and decommissioning of advanced services such as wireless.
• Install and maintain Wi-Fi systems, wireless routers, roof-mounted antennas, and other wireless infrastructure.
• Perform incidental and preventative maintenance on Wi-Fi equipment.
• Coordinate with team members for efficient project and work order completion.
• Inform operations management regarding procedures and work order status.
• Complete required documentation for time reporting, work order progress, and client SLAs.
• Request equipment and supplies to maintain inventory and ensure availability.
• Respond to emergency situations during or after hours to resolve client concerns and meet SLAs.
• Transport tools, equipment, and supplies to client sites.
• Attend meetings, workshops, training, and seminars to gather or convey job-related information.
• Achieve performance targets established by leadership for Key Performance Indicators.
• Perform other duties as assigned by management.

Requirements

• Valid driver’s license and reliable vehicle capable of carrying a 6-foot ladder.
• Working smartphone to access company email and ticketing system.
• Basic cabling and technician tools.
• Proficiency with a laptop, email, and Office 365 applications (Word, Excel).
• Proficiency with technical tools such as cable testers and fiber testers.
• Experience working in communications closets.
• Ability to safely lift heavy objects.
• Understanding of cable patching processes and procedures.
• Familiarity with 66 Block and 110 Block cross-connect procedures.
• Basic knowledge of data communications networking.
• Ability to assist in troubleshooting issues.
• Understanding of network terminology.
• Familiarity with IP phones.
• Strong interpersonal and communication skills.
• Ability to explain technical issues in a customer-friendly manner.
• Ability to interpret customer issues to facilitate resolution.

Qualifications

• 5 years of experience in data communications.
• Basic knowledge of Cisco phones, switches, and routers.
• Basic knowledge of local and wide-area networking.
• High school diploma or equivalent required.