Network Field Technician

Apogee is a medium-sized company that is growing at an incredible rate. In the past three years, we have doubled in size annually, and yet we have maintained a family oriented culture. We prefer to promote from within and provide incentives for acquiring certifications.

The professionals at Apogee have a passion for IT, providing the best networks to their customers, and providing a great work environment for their employees. Apogee delivers IP voice, wired/wireless Internet, cable TV service, and CALEA compliance services to university and college communities (ResNet) across the country.

Field Service Representatives are a vital part of our client's service organization. This role has direct interaction with customers, as well as the support and network operations teams. This position will manage relationships with client staff, off-campus property management, students, and residents in Milwaukee, WI. The Field Service Representative will provide hands-on maintenance and operational support for data, video, IP video, and IP phone network core and distribution equipment. This person works under and reports to the supervisor in the region for Field Services.

Responsibilities:

• Providing exceptional service to customers
• Working with Apogee to address end-user and network escalations
• Working with Apogee to coordinate client activities (e.g. move-in)
• Responding to emergency outages promptly
• Monitoring, investigating and retiring equipment alarms
• Collaborating with local network partners to address escalated issues/situations (e.g. virus outbreaks)
• Maintaining own schedule for onsite customer appointments within 24-48 hour SLA
• Tracking and updating escalation tickets
• Working with Apogee on customer install activities as needed
• Comply with Apogee's policies, safety procedures, and end-user agreement at all times
• Generating reports as required
• Attending training events as required
• Other documentation and administrative duties as requested

Minimum Qualifications

• Self-driven and thrives under minimal supervision
• Associate's Degree in technical field with 2+ years' experience or Four-year degree in Technology field
• 2-3 years of helpdesk or technical support experience
• 2-3 years of customer support experience
• Excellent relationship building skills
• Strong internet connectivity troubleshooting skills
• Ability to work with many systems and handle multiple tasks/projects concurrently throughout the work week
• Understanding of networking and multiple operating systems
• Ability to work logically and methodically to resolve service issues under direction from NOC
• Ability to read and understand line-style drawings and blueprints
• Excellent written and spoken communication skills (ability to communicate comfortably with college students, dormitory employees, university officials, and owners and management of properties)
• Ability to interface with client management, engineering personnel, and outside vendors, particularly during new and expansion installation as an extension of project management team
• Business professional manner and presentation in a variety of scenarios (from changing a switch in a data closet to meeting with University officials or property owners)
• Capability to use various test equipment
• Capability to implement Ethernet and PON devices

Preferred Qualifications

• Experience involving long-term growth projects
• Experience with commercial grade networking equipment
• Experience with fiber and copper-based, PON, DSLAMS, RF via coax, and QAM
• Complete understanding of electrical, analog, digital, electronic, switch, and routing concepts
• Certifications such as Net+, CCENT, CCNA, CWTS
• Experience with Cable TV "headend" equipment

Field Service Representatives are on call for their campus(es) 24-7-365, except during requested time off. Except when maintenance or emergencies require it, FSRs are typically off on the weekends. Move-in weekend at their campus(es) are the exception to this and FSRs are required to be on-site, since this is the busiest work time all year. Given this information, and albeit circumstances rarely require it, candidates should be available to work any shift, including holidays and weekends (as needed), as well as being on-call at all times. Must also be able to lift up to 50 lbs and climb a ladder. Position involves a lot of walking.

Must have a valid driver's license.

Must have reliable transportation.

A level 2 background check will be completed prior to hire.

Keywords: Technician, Computers, Network, Networking, Video, Field Services, Field Service Representatives, GPON, DSLAMS, QAM, System Architecture, IP, Dell, Cisco

Apply at under Field Services and the applicable location.