Field Support Technician

Field Support Technician – Job Description (Reworded)

Overview Long‑term contract role with potential extension or conversion based on performance and business needs. This is a mobile field technician position supporting a 2‑hour radius around Atlanta, GA. Mileage and drive time are paid, except for the commute from home to the first site of the day.

Schedule

• Primarily Monday–Friday/Saturday, mostly daytime


• Occasional night work for projects or after‑hours incident support


• Weekend project work may be required with advance notice


• Participation in a rotating weekly on‑call schedule is required

Pay $25–$28/hr depending on experience and skill level. 

Requirements

• Valid driver’s license and reliable vehicle capable of transporting a 6‑ft ladder


• Working smartphone for email and ticketing system access


• Basic cabling/technician tools


• Ability to use a laptop, email, and basic Office 365 applications (Word, Excel)


• Proficiency with cable testers and fiber testers


• Experience working in communications closets


• Ability to safely lift heavy equipment


• Understanding of cable patching processes and procedures


• Familiarity with 66‑block and 110‑block cross‑connects


• Basic knowledge of data communications networking


• Ability to assist with troubleshooting


• Understanding of common network terminology


• Familiarity with IP phones


• Strong interpersonal and customer‑facing communication skills


• Ability to explain technical issues in customer‑friendly terms


• Ability to interpret customer issues and translate them into actionable technical steps

Experience & Education

• 5+ years of experience in data communications


• Basic knowledge of Cisco phones, switches, and routers


• Basic understanding of LAN/WAN networking


• High school diploma or equivalent

Primary Responsibilities

• Receive daily assignments from regional operations leadership and coordinate with internal teams such as project managers and Smart Hands resources


• Manage day‑to‑day service operations, installations, and deployment of technical resources


• Maintain a strong customer‑service focus, including documenting issues, action plans, and resolutions


• Perform technician duties and proactively identify obstacles to meeting customer expectations


• Support root‑cause analysis and ensure follow‑up on customer issues; escalate when necessary


• Assist with project planning, tracking, resource allocation, and task delegation


• Install and service low‑voltage cabling systems including Cat3, Cat5, Cat5e, Cat6, and fiber


• Measure, install, and pull cable through conduits


• Diagnose, troubleshoot, and repair cabling infrastructure


• Perform upgrades and additions to cabling systems


• Patch cabling between network equipment and customer infrastructure


• Install power cables within racks, cabinets, and closets


• Physically install, configure, and test network hardware (switches, routers, firewalls, tools, test devices) in network closets and data center cabinets


• Install or replace devices such as phones, computers, cables, boards, edge routers, and switches


• Complete complex MAC (Move/Add/Change) requests within defined SLAs


• Serve as a customer interface for technical and operational communication


• Provide hardware break‑fix support for network infrastructure


• Troubleshoot network performance issues using appropriate diagnostic techniques


• Ensure network equipment and related systems remain in optimal working condition


• Perform network closet clean‑ups, switch‑port optimization, and site surveys


• Conduct onsite call‑through, data, voice, website, and security testing


• Support carrier circuit testing


• Assist with facilities‑related tasks including UPS/power restoration and water‑related issues


• Perform backup testing to confirm network connectivity


• Install, configure, service, maintain, and decommission wireless systems and related equipment (Wi‑Fi systems, routers, antennas, etc.)


• Perform preventative and incidental maintenance on wireless equipment


• Coordinate with other field and operations teams to complete work orders efficiently


• Provide updates to operations management regarding procedures, work order status, and compliance requirements


• Complete required documentation (time reporting, work order updates, materials usage, SLA documentation, etc.)


• Request equipment and supplies as needed to maintain inventory


• Respond to emergency situations during or after hours to meet SLAs


• Transport tools, equipment, and supplies to job sites


• Attend meetings, training sessions, and workshops as required


• Meet performance targets and KPIs established by leadership