Field Support Engineer I
Job Description
Supervisory Responsibility (Y/N): N
General Accountabilities
The Field Support Engineer I works with the regional field locations as the primary technical resource to evaluate customers' needs both short and long-term. Field Support Engineer will be expected to travel throughout the USA/Canada. Will oversee and assist in infrastructure projects onsite. Participate in the 2nd level escalation service desk queue when available and facilitate and triage urgent support requests, issues, or incidents. These team members will need to be highly energetic and personable, ready to solve the IT challenges, willing to take direction from the corporate IT team.
SPECIFIC RESPONSIBILITIES
85% Field Projects
- Will be responsible for providing professional onsite end-user technical support and training on new Cisco IPT solutions.
- A clear understanding of structured cabling standards.
- Coordinates with Network Engineering to implement systems that meet corporate objectives and standards.
- Work with Vendors onsite to implement new infrastructure.
- Perform analysis and capacity planning for field infrastructure system expansion and upgrades.
15% Field Support
- Going onsite to locations that are experiencing chronic issues to help assist with a resolution.
- Communicate to team members and management on locations root cause analysis.
- Have a clear understanding of VOIP protocols including H.323 and SIP.
- Supporting MACD request such as name changes, resetting voicemail, and physical relocation of equipment.
Core / Critical Competencies
Demonstrates a Commitment to Services Excellence, Trustworthiness and Integrity
- Acts within and upholds the CLIENT Code of Conduct and Dignity Promise Standards and demonstrates corporate values.
- Is trusted by others; keeps commitments to others.
Promote Innovation
- Comes up with new ways to look at problems and processes in their work.
Achieve Results
- Works productively with minimal supervision; achieves work objectives in a timely manner; works to resolve routine problems promptly and effectively
Display Adaptabilities
- Is open to new and different ways to accomplish work.
- Responds positively and productively to new initiatives or changes in priorities.
Communicate Effectively
- Conveys facts and information clearly in written and spoken communications.
- Shares viewpoints and information openly and listens attentively to others’ ideas and suggestions.
- Communicates in a timely and effective manner with manager.
Collaborate with Others
- Proactively contributes to group objectives; volunteers to help others as needed; welcomes ideas and input from others.
Build Productive Relationships (Internal / External)
- Relates to others in open and helpful manner; consistently treat others with respect.
- Maintains composure in challenging situations
Build Productive Relationships (Internal / External)
- Relates to others in open and helpful manner; consistently treat others with respect.
- Maintains composure in challenging situations
EDUCATIONAL/Experience/MINIMUM Requirements
Experience:
- The ideal candidate will possess a minimum of 2 years’ experience. As Field Support Engineer, you should have knowledge of analog and digital circuitry, structured cabling, network infrastructure, and experience with cisco telephony.
Knowledge, Skills & Abilities:
- Knowledge and experience with Cisco switching and routing
- Ability to function independently with minimal supervision
- Strong oral and written communication skills
- Time management proficiency
- Strong interpersonal and relationship-building skills, conducive to team development
Work Conditions
Work Environment
When considering the work environment associated with this job, the following factors may apply:
- Work indoors during all seasons and weather conditions
- Heavy amount of local and/or multiple location traveling required
- Standard business dress is required
Physical Demands
When considering the physical demands associated with this job, the following factors may apply:
- Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage
Work Hours
When considering the work hours associated with this job, the following factors may apply:
- Working a number of evenings every month
