Field Support Technician

This role reports to the regional Customer Operations Manager and receives daily work assignments through customer operations leadership. The technician coordinates with internal operations teams, project managers, Smart Hands resources, BOA project managers, and other customer support teams to complete service requests, projects, and onsite support activities.

·         Manage day-to-day field service operations for installations, deliveries, deployments, and technical support within the assigned area.

·         Maintain a customer-focused service environment by documenting issues, action plans, and outcomes; identifying service barriers; supporting root-cause analysis; developing follow-up plans; and escalating issues when needed.

·         Support project planning, resource allocation, task delegation, and progress tracking to meet project goals and service-level commitments.

·         Install, service, upgrade, troubleshoot, and repair low-voltage cabling infrastructure, including Category 3, Category 5, Enhanced Category 5, Category 6, fiber optic cabling, communications cabling, communication equipment, and structured cable distribution systems.

·         Measure, install, and pull wires through conduits; patch cabling between customer networks and network equipment; and install power cables from equipment to rack, cabinet, or closet power sources.

·         Install, configure, swap, and test network devices, including switches, routers, firewalls, phones, computers, boards, edge routers, network tools, and testing devices.

·         Provide hardware break-fix support for network infrastructure and troubleshoot network performance issues.

·         Perform network closet clean-up, switch port optimization, surveys, onsite call-through testing, data, voice, website, and security testing; support carrier circuit testing and backup testing.

·         Assist with facilities-related issues, including power, UPS restoral, and water-related problems as needed.

·         Complete complex Move, Add, and Change requests within defined service levels.

·         Support field installation, configuration, preventive maintenance, service, wireless infrastructure, decommissioning of advanced services, and Wi-Fi system maintenance.

·         Install and maintain Wi-Fi systems, wireless routers, roof-mounted antennas, and related wireless technologies.

·         Coordinate with North American Commercial Services Operations team members to complete projects and work orders efficiently.

·         Keep operations management informed of work order status and procedure-related needs.

·         Complete required written and electronic documentation for time reporting, billing, payroll, work order progress and completion, time and materials, and client SLA requirements.

·         Request equipment and supplies, transport tools and materials to client sites, attend required meetings and training, respond to emergency situations during or after hours to meet SLAs, perform other duties as assigned, and achieve leadership-established KPI targets.

Position Details

·         Hourly position with pay based on experience and skill level.

·         Permanent placement may be offered after a minimum six-month trial period.

·         Standard work hours apply; field dispatch work is generally Monday through Friday or Saturday and mostly daytime.

·         Evening, after-hours, incident support, and weekend project work may be required with advance notice when possible.

·         Participation in a rotating weekly on-call schedule is required.

·         Mobile worker role covering the State of Virginia, including areas near Richmond, Fredericksburg, Northern Virginia, and Washington, DC.

·         A client addendum applies and will be provided at the time of offer acceptance.

Requirements

·         Valid driver’s license and reliable vehicle capable of carrying a 6-foot ladder.

·         Working smartphone for company email and ticketing systems.

·         Basic cabling and technician tools.

·         Ability to use a laptop, email, and basic Microsoft Office 365 applications, including Word and Excel.

·         Proficiency with cable testers, fiber testers, and other technical tools.

·         Experience working in communications closets.

·         Ability to safely lift heavy objects.

·         Understanding of cable patching processes and procedures.

·         Experience with 66 Block and 110 Block cross-connect procedures.

·         Basic data communications networking knowledge, including network terminology and IP phones.

·         Ability to assist with troubleshooting and translate customer concerns into actionable troubleshooting steps.

·         Strong interpersonal communication skills and ability to explain technical issues clearly to customers.

Experience and Education

·         At least 5 years of data communications experience.

·         Basic knowledge of Cisco phones, switches, and routers.

·         Basic knowledge of local and wide area networking.

·         High school diploma or equivalent.