Field Support Technician – Job Description (Reworded)
Overview Long‑term contract role with potential extension or conversion based on performance and business needs. This is a mobile field technician position supporting a 2‑hour radius around Atlanta, GA. Mileage and drive time are paid, except for the commute from home to the first site of the day.
Schedule
- Primarily Monday–Friday/Saturday, mostly daytime
- Occasional night work for projects or after‑hours incident support
- Weekend project work may be required with advance notice
- Participation in a rotating weekly on‑call schedule is required
Pay $25–$28/hr depending on experience and skill level.
Requirements
- Valid driver’s license and reliable vehicle capable of transporting a 6‑ft ladder
- Working smartphone for email and ticketing system access
- Basic cabling/technician tools
- Ability to use a laptop, email, and basic Office 365 applications (Word, Excel)
- Proficiency with cable testers and fiber testers
- Experience working in communications closets
- Ability to safely lift heavy equipment
- Understanding of cable patching processes and procedures
- Familiarity with 66‑block and 110‑block cross‑connects
- Basic knowledge of data communications networking
- Ability to assist with troubleshooting
- Understanding of common network terminology
- Familiarity with IP phones
- Strong interpersonal and customer‑facing communication skills
- Ability to explain technical issues in customer‑friendly terms
- Ability to interpret customer issues and translate them into actionable technical steps
Experience & Education
- 5+ years of experience in data communications
- Basic knowledge of Cisco phones, switches, and routers
- Basic understanding of LAN/WAN networking
- High school diploma or equivalent
Primary Responsibilities
- Receive daily assignments from regional operations leadership and coordinate with internal teams such as project managers and Smart Hands resources
- Manage day‑to‑day service operations, installations, and deployment of technical resources
- Maintain a strong customer‑service focus, including documenting issues, action plans, and resolutions
- Perform technician duties and proactively identify obstacles to meeting customer expectations
- Support root‑cause analysis and ensure follow‑up on customer issues; escalate when necessary
- Assist with project planning, tracking, resource allocation, and task delegation
- Install and service low‑voltage cabling systems including Cat3, Cat5, Cat5e, Cat6, and fiber
- Measure, install, and pull cable through conduits
- Diagnose, troubleshoot, and repair cabling infrastructure
- Perform upgrades and additions to cabling systems
- Patch cabling between network equipment and customer infrastructure
- Install power cables within racks, cabinets, and closets
- Physically install, configure, and test network hardware (switches, routers, firewalls, tools, test devices) in network closets and data center cabinets
- Install or replace devices such as phones, computers, cables, boards, edge routers, and switches
- Complete complex MAC (Move/Add/Change) requests within defined SLAs
- Serve as a customer interface for technical and operational communication
- Provide hardware break‑fix support for network infrastructure
- Troubleshoot network performance issues using appropriate diagnostic techniques
- Ensure network equipment and related systems remain in optimal working condition
- Perform network closet clean‑ups, switch‑port optimization, and site surveys
- Conduct onsite call‑through, data, voice, website, and security testing
- Support carrier circuit testing
- Assist with facilities‑related tasks including UPS/power restoration and water‑related issues
- Perform backup testing to confirm network connectivity
- Install, configure, service, maintain, and decommission wireless systems and related equipment (Wi‑Fi systems, routers, antennas, etc.)
- Perform preventative and incidental maintenance on wireless equipment
- Coordinate with other field and operations teams to complete work orders efficiently
- Provide updates to operations management regarding procedures, work order status, and compliance requirements
- Complete required documentation (time reporting, work order updates, materials usage, SLA documentation, etc.)
- Request equipment and supplies as needed to maintain inventory
- Respond to emergency situations during or after hours to meet SLAs
- Transport tools, equipment, and supplies to job sites
- Attend meetings, training sessions, and workshops as required
- Meet performance targets and KPIs established by leadership