Field Services Technician

Job Summary:

The Field Services Technician: This position acts as the field service representative for multi-dwelling unit properties after launch. The role will serve as the on-site hands for the customer support team, including, but not limited to, troubleshooting and testing of network devices, structured cabling (copper & fiber), and low voltage systems (access control, camera surveillance, guest entry, IoT/smart home, audio & video).

Duties/Responsibilities:

• Work on-site with property managers, customer(s), customer support team, and/or engineering team to successful issue resolution.
• Troubleshoot, test, and identify root cause of issues with network devices, structured cabling, and low voltage systems.
• Provide updates in the ticketing system with test results, troubleshooting steps, root cause, etc. to keep customers and internal teams informed.
• Regular updates of issue resolution time during an extended outage/issue period.
• Installation of structured cabling, network devices, and low voltage system devices during demand spikes.
• Configuration, programming, and troubleshooting of network devices and low voltage systems as needed during demand spikes.
• Remove roadblocks in the field and creatively assist in conflict resolution to improve team productivity and overall resolution times.
• Maintain and enforce a safe working environment.
• Other duties as assigned.

Required Skills/Abilities:

• Construction field experience preferred.
• Customer Service experience preferred.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Demonstrate a strong sense of initiative and urgency.
• Ensure project deadlines are met in a fast-paced environment.
• Team player. Ability to work well with all levels in the organization.
• Strong problem-solving skills.
• Working knowledge of Microsoft Office Suite.
• Working knowledge of one or more low voltage systems: ButterflyMX, Comelit, PDK, Brivo, Openeye, ICRealtime / Digital Watch Dog, Resideo/Honeywell, Stratis, Control4, Crestron, or similar.
• Ability to learn and demonstrate knowledge of other technologies.

Education and Experience:

• High School Diploma or GED required. College preferred.
• 1+ year’s knowledge and experience with networking, cabling, and one or more low voltage systems
• Awareness of networking and WiFi technology is strongly preferred.

Physical Requirements:

• Up to 40% travel to out of state job sites.
• Ability to lift 50 lbs.
• Prolonged periods of sitting at a desk and working on a computer.