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.
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