Infrastructure Field Services Technician

What this Job Entails:

The Infrastructure Field Services (IFS) Technician will provide troubleshooting, installation, testing and maintenance of various Infrastructure technologies across a diverse environment. From onsite services that include deployment and break fix support of IT hardware to smart hands support of routers, switches in the IDF/MDF rooms to basic telecommunications smart hands activities and data center support.

You will work closely with other field technicians and engineers, ISPs, equipment vendors, and internal operations and engineering staff. Another key part of the job is in providing best of breed customer service to the supported user. Regular interaction with users along with other supporting parties will be key to the success for someone coming into this role.

Roles and Responsibilities:

● Assist in performing physical installation, troubleshooting, repair, maintenance, and testing activities as directed with meticulous attention to driving and maintaining the highest quality standards.

● Perform physical racking of equipment (rack prep, rack and stack, switches/routers, cameras, audio visual equipment).

● Run fiber, power and Ethernet cabling to specifications.

● Install / troubleshoot Access Point.

● Add or Replace disk drives and memory.

● Diagnose simple hardware issues.

● Deploy and recover laptop/desktop hardware to supported users.

● Support product lifecycle management activities, including asset receiving, box/unboxing of equipment, inventory put-aways and breakdown of corrugate to maintain a clean working environment.

● Perform inventory and asset management, conference room preventative maintenance, and e-recycling of hardware and peripherals.

● Organize packages coming in/out of inventory storage rooms.

● Location and processing of Overdue RMAs.

● Utilize Inventory Data management software to maintain inventory accuracy and workflow.

● Assist the team in recommending improvements to processes that may impact the quality of assets or improve overall efficiencies for any related process or system.

● Provide site survey support for infrastructure projects, as well as large space, power, equipment and WiFi deployments.

● Perform site audits and reconcile data discrepancies.

● Provide SmartHands with vendors working on behalf of the company to ensure compliance with installation, repair, maintenance MOPs and standards, as well as quality and cleanliness.

● Meet/coordinate with Local Exchange Carrier (LEC) and other technicians to facilitate timely installation, repair, and maintenance activities as necessary.

● Support a complex and fast paced environment focused on video conference rooms with outstanding attention to customer satisfaction.

● Assist in coordinating site access, equipment staging, and other tasks

● Use ticketing systems to respond and resolve issues to specific Service Level Agreements (SLAs) &
Key Performance Indicators (KPIś).

● Ability to travel regionally as needed with a valid passport.

Required Qualifications/Skills:

● Diploma/Degree in Information Technology or a related field.

● 2+ years of experience in IT infrastructure.

● Demonstrates strong technical expertise in networking, operating systems, and hardware.

● Proficient in troubleshooting and resolving hardware, software, and network-related issues on end-user devices, including laptops, desktops, printers, and mobile devices.

● Exhibits expertise in multiple operating systems, including Windows, macOS, and Linux.

● Possesses a basic understanding of networking concepts and protocols.

● Skilled in repairing and replacing hardware components such as hard drives, RAM, and motherboards.

● Able to provide remote support using tools such as Remote Desktop Protocol (RDP), TeamViewer, and Zoom.

● Proficient in documenting and updating service requests while maintaining an accurate inventory of devices and software.

● Passionate about staying up to date with the latest technology trends and advancements.

● Self motivated.

● Attention to details.

● Ability to work independently and as part of a team.

● Ability to manage time efficiently and prioritize tasks.

● Ability to work under pressure and meet deadlines.

● Excellent customer service skills.

● Ability to communicate effectively with end-users, both verbally and in writing. Additionally requiring to be proficient in English as preferred with end-user, local language may differ

Preferred Qualifications:

● Certifications in Network or Information Technology (A+, N+, MCSA, MCSE and CCNA, ITIL V3 Foundations, etc...)

● Cloud computing experience

● Security experience

● Computer Automation Experience

● Project Management Experience

● Application of ITSM, Incident, Service Request, Problem, Change Management ticketing systems such as ServiceNow, Remedy, etc.

● Data Center Clearances &
Certifications