Field Technician

Description of Job Duties:

The technician will provide general labor services to install, upgrade and remove equipment and the supporting cabling for the district’s network at anyone of our 600+facilities inside in and around the District of Columbia.

The technician will be working rotation between several internal service teams. These teams include but are not limited to; Fiber Maintenance and Provisioning, Data Center Facility, Voice Operations, Field Operations and Warehouse.

Installation and Maintenance

• Equipment Handling: Install, upgrade, and remove telecommunications equipment and supporting cabling at various facilities in collaboration with Network Engineers.
• Decommissioning: Uninstall and transport equipment from customer premises to facilities.
• Fixture Installation: Install and remove cabinets, racks, ladder racks, and other fixtures as needed.
• Wireless Access Points: Install, troubleshoot, and perform upgrades on Wireless Access Points in collaboration with Wireless Engineers.

Technical Support and Troubleshooting

• Issue Diagnosis: Identify and resolve technical issues related to phone, wireless, and network systems.
• Fiber and Copper Cabling: Conduct limited fiber testing and maintenance, including the use of tools like multimeters, network cable testers, Optical Time Domain Reflectometers (OTDR), fiber splicing machine.
• Cutover Outages: Troubleshoot and address outages related to phone and network cutovers.

Logistical Coordination

• Material Management: Coordinate the delivery and distribution of equipment, tools, and parts to various jobsites.
• Inventory Control: Maintain accurate inventory records and support field dispatch activities.
• Scheduling: Organize work schedules, transportation, and site logistics to ensure efficient operations.

Collaboration with Internal Teams

• Cross-Team Support: Work alongside the Fiber Maintenance and Provisioning Team, Data Center Facility Team, Voice Operations Team, Field Operations Team, and Warehouse Team.
• Adaptability: Rotate and support different teams as assignments vary daily and weekly, ensuring flexibility and responsiveness to project needs.

Customer Service and Communication

• Professional Interaction: Establish and maintain positive relationships with customers, responding to requests and inquiries courteously and efficiently.
• Communication Skills: Effectively handle phone calls, emails, and in-person interactions to ensure customer satisfaction and minimize disruptions.
• Timely Responses: Address missed communications within one hour during the workday to maintain high service standards.

Documentation and Reporting

• Record Keeping: Capture detailed notes, take photos, and email summaries of work completed or issues encountered.
• Technical Documentation: Maintain and complete paperwork for projects, including test results and as-built documentation.
• Data Transfer: Transfer test results and data from devices and meters to email using laptops or mobile phones.

Safety and Compliance

• Adherence to Standards: Follow all safety protocols and industry standards, including OSHA, EIA/TIA, ANSI, IEEE, and BICSI cabling standards.
• PPE Usage: Utilize personal protective equipment (PPE) as required and ensure a safe working environment.
• General Safety Training: Work safely in confined spaces, on ladders and traffic safely with proper training. Also operate power tools like hammer drills and saws responsibly and with training.

Continuous Learning and Development

• Skill Enhancement: Pursue further education and certifications, such as CompTIA A+ and BICSI, to advance your technical skills and career .
• Industry Knowledge: Stay updated with industry standards and best practices to ensure high-quality support and maintenance of telecommunications infrastructure.
• Adaptability: Demonstrate a willingness to learn and adapt to various tasks related to telecommunications infrastructure, equipment, and customer needs.

Inventory and Field Dispatch Support

• Dispatch Activities: Assist with field dispatch operations, ensuring timely and accurate deployment of technicians and resources.
• Inventory Management: Track and manage inventory levels, ensuring that necessary supplies and materials are available for ongoing projects.

Required Skills:

Availability and Emergency Response:

• 8-hourshifts range from 6AM to 11PM Monday through Friday.
• Occasionally staff will be expected to adjust their schedule to accommodate maintenance windows outside their regularly schedule shift.
• Assignments will vary on a daily and weekly basis.
• Ability to support emergency repairs within and outside of regular scheduled workhours.

Physical Capability:

• Able to work on ladders.
• Able to lift and carry up to 125lbs.
• Able to work on your feet for 6-8 hours a day.
• Able to operate a motor vehicle for 1-8 hours a day.
• Able and willing to learn how to operate a forklift with training.
• Able to work in confined spaces with proper training.
• Must have a valid driver’s license for traveling to job sites in and around the Washington, DC metropolitan area.

Basic Communication Skills:

• Able to respond to customer requests and questions professionally.
• Able to respond to phone calls, emails and other forms of communication throughout the workday while working from job sites.
• Responds to missed calls during the workday within 1 hour.
• Displays professionalism by maintaining customer relations, a professional appearance, and good communication skills.
• Able to collaborate in a matrixed organizational structure across multiple teams.
• Comfortable rotating and supporting different teams within the same organization.

Customer Service:

• Able to demonstrate polite, courteous and patient behaviors with anxious customers.
• Demonstrate good time management skills and able to estimate level of effort for task completion.
• Capable of establishing and maintaining good customer relationships.
• Displays professionalism in customer interactions.

Documentation:

• Ability to capture notes, take photos and email summaries of work completed or issues encountered.
• Ability to transfer test results and data captured on devices and meters to email using laptop or mobile phone.
• Can maintain and complete documentation for projects, such as test results and as-built documentation.
• Ability to read and understand technical instructions, drawings, and blueprints.
• Ability to use and update ticketing system for each job.
• Proficient in document creation software: Ability to create, edit, and manage documents using any document creation software (e.g., Microsoft Word, Google Docs, or similar platforms).
• Proficient in spreadsheet software: Ability to create, edit, and analyze spreadsheets using any spreadsheet software (e.g., Microsoft Excel, Google Sheets, or similar platforms).
• Ability to use, update and share files on cloud storage systems such as SharePoint and OneDrive.

Tool Familiarity:

• Must be able to use basic hand tools such as screwdrivers, pliers, wrenches, etc.
• Ability to safely operate power tools such as hammer drills and saws.
• Ability to use or learn how to use multi-meters, current clamps, network cable testers, network cable toners, optical power meter, optical time domain reflectometer (OTDR) and other similar measurement tools.

Learning and Problem Solving:

• Willingness to learn how to troubleshoot issues with phone, wireless and network systems.
• Able to learn and adapt to various tasks related to telecommunications infrastructure, equipment, and customer needs.
• Willingness to safely install, upgrade, and remove fixtures, network equipment, and cabling.
• Eagerness to learn about industry standards like ANSI, TIA/EIA, and National Electric Codes.
• Ability to learn about cabling standards such as EIA/TIA standards.
• Ability to learn basic Local Area Network (LAN) infrastructure and wireless access points.
• Ability to pursue further education and certifications, such as CompTIA A+ and BICSI.
• Able to learn and support receiving, shipping and inventory standards.