Field Support Engineer III

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!

Overview

The Field Support area is responsible for providing on-site technical or non technical product support and service to customers.

Responsibilities

Job Title: Field Service Engineer III

Business Card Title: Field Service Engineer III

Reporting Relationship: Director - Network Design & Delivery

Department: Field Services

Position Summary:

The purpose of this position is to be responsible for the support, performance, integration, and provide knowledgeable input on proposed designs within TNS POP's and Datacenters. This position also provides leadership and guidance to other staff providing support for TNS services. Provide SME type support in one or multiple areas.

Primary Duties and Responsibilities:

• Subject Matter Expert (SME) for large to very large projects in multiple areas of TNS. To include, but not limited to: Facility, Service Support, Design, and Installation across TNS' offered services.
• Manage multiple assignments and problems in an environment of continually changing priorities while keeping management and user departments informed of progress along the way.
• Make recommendations within corporate, division, and departmental policies and submit changes to policies and procedures as appropriate to satisfy changing business needs.
• Provide recommendations to Facility Manager and Network Design & Delivery and NA Field Services Director on Disaster Recovery needs and designs to critical datacenter equipment and environments.
• Travel to remote sites for periodic or emergency maintenance, customer support, equipment installation, de-installation, software upgrades, troubleshooting/repair.
• Perform duties and responsibilities as defined for a Field Service Technician V when called upon.
• Ability to perform Layer 1, physical circuit reliability acceptance testing with the carrier and the customer to validate the quality of the transmission path to the users' equipment.
• Ability to perform level 2 & 3 tests; adhering to protocol standards to validate interoperability and interfacing requirements to connect the customers into the TNS Network.
• Move and Lift a minimum of 50lbs into telco racks.
• Remote access into all Region 1 POPs and be able to perform maintenance and troubleshooting from home office or anywhere.
• Monitors and reviews network circuits and equipment.
• Ensuring network equipment as-built and device operational status are reflected appropriately in central configuration management database
• Provides daily and weekly status reports.
• Installs and tests new equipment installations.
• Performs LAN, Ethernet switching EIA cable pin configurations.
• Monitors all facility power, HVAC, UPS, rectifiers, and batteries.
• Provides 24x7 on-call assistance.
• Best Practices for Cable Installation (Copper, Coax and Fiber)
• Relies on instructions and pre-established guidelines to perform the functions of the job.
• Performs work under indirect supervision due to geographical separation.
• Works to develop, implement, improve, and maintain network assets.
• Installs and tests new equipment/circuit installations.
• Effectively communicates information verbally and in writing in a clear and coherent manner
• Frequent inter-organizational and outside customer contacts
• Prepares reports for upper management regarding facility status.
• Documents all changes in rack, power, and cross-connect levels.
• Implement backup database procedures on a scheduled basis to secure the integrity of critical data in case of a natural disaster or in the event of an equipment failure where data recovery is required.
• Provide and sustain a good working relationship and rapport with our customers, regional partners, and internal TNS customers.
• Perform shipping / receiving, inventory control, and keep accurate site documentation
• Support preventative maintenance on TNS owned Generators, UPS, DC Plant, and Halon
• Contributes to development of organization's goals and objectives
• Serves as organization spokesperson on specialized projects or programs.
• Acts as prime consultant on large projects that affect the organizations long-term goals and objectives.
• Interacts with management and senior customer personnel on matters requiring coordination across organizational lines.
• Travel to remote sites for periodic or emergency maintenance, customer support, equipment installation, de-installation, software upgrades, troubleshooting/repair.
• Coordinate and support Engineering in planning and implementation of new systems and services, new product evaluation, equipment installs/de-installs, cabling, and software upgrades for network equipment.
• Be called upon to provide reporting and recommendations based on SME type areas.
• Properly navigate through all networks to access devices for remote support.

Qualifications

• Expert to Distinguished level of support as defined by a TNS Field Services Technician V.
• Has broad application of commonly used network troubleshooting, installation, and testing concepts, practices, and procedures.
• Relies on experience and sound judgment to accomplish a variety of tasks, goals, and procedures.
• Demonstrates experience in working on unusually complex problems and provides solutions that are highly creative.
• Demonstrates the ability to use independent judgment regularly in performance of job responsibilities to accomplish tasks.
• Performs well under pressure and manages time effectively.
• Able to work in a fast-paced environment and manage a variety of responsibilities at the same time.
• Can get cooperation and action from people not under direct supervision
• Demonstrates experience in working concurrently on several moderately complex projects with limited guidance required. Uses creativity in solution of problem.
• Demonstrates good use of test equipment and testing procedures
• Has a strong knowledge of all aspects of telecommunications networking and design
• Demonstrates flexibility, adaptability, and persistence in the achievement of goals and tasks.
• Able to work well within a remote management environment, perform frequent travel, and accept on-call status responsibilities.
• A strong understanding of data and voice circuits using both copper and fiber interfaces.
• Able to provide technical leadership and guidance to other team members, as well as those outside the team.
• May have a vendor certificate in the use of UNIX, Linux, and Cisco command structures.
• Excellent Leadership skills are required.
• Excellent written and oral communication skills are required.
• Effectively communicate with all staff within the Field Services Technician and Engineer type roles.
• Strong Customer Service

Education and Certifications:

• A technical degree in electronics or computer technology is required, and the equivalent of 15+ year's

For this role, we anticipate paying $88,000 - $101,000 annually. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. TNS offers a competitive benefit package including medical and dental coverage, life insurance, paid holidays and vacations, and a 401K plan with company match.

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.