Network Field Services Technician

Role Summary
This role involves providing comprehensive network and telecom support in a fast-paced environment. The position includes troubleshooting, configuration, and maintenance of network and VoIP systems, as well as supporting end users remotely. The successful candidate will ensure network stability, device deployment, and adherence to operational procedures across the organization.

Responsibilities

• Diagnose and resolve network connectivity issues utilizing diagnostic tools such as SolarWinds, Aruba Central, Call Manager, and SDWAN Orchestrator.
• Assist with configuration and troubleshooting of local area networks, including wired and wireless connections.
• Monitor and respond to network outages, following documented procedures to restore connectivity promptly.
• Support telecom functions by troubleshooting IP phone issues, configuring VoIP phones, and resolving call quality problems.
• Assist in setting up and configuring VoIP systems and services such as Teams, Webex Calling, and on-prem solutions.
• Investigate call quality issues through NetFlow analysis and escalate when necessary.
• Log incidents, prioritize tickets, and follow escalation procedures in ServiceNow to meet service level agreements (SLAs).
• Develop and adhere to Standard Operating Procedures (SOPs) for network and telecom issue resolution.
• Manage network device configurations, including routers, switches, UPS, and access points, ensuring firmware upgrades and proper deployment.
• Support the setup and configuration of telecom equipment such as desk phones and softphones.
• Provide remote support to end users, guiding them through troubleshooting steps and performing basic telecom tasks like call forwarding and voicemail setup.
• Coordinate dispatching of onsite field engineers for hardware replacements, cable installations, or other physical interventions.
• Assist onsite teams remotely by guiding troubleshooting efforts and providing technical support.
• Configure and remediate security vulnerabilities related to NAC and network access controls.

Qualifications

• Proven experience in network troubleshooting, configuration, and support in a professional environment.
• Familiarity with network diagnostic and management tools such as SolarWinds, Aruba Central, Call Manager, and SDWAN Orchestrator.
• Knowledge of LAN and Wi-Fi troubleshooting and configuration.
• Experience supporting VoIP and telecom systems, including setup and troubleshooting of IP phones and call quality issues.
• Strong ticket management skills using ServiceNow or similar IT service management platforms.
• Ability to develop and follow SOPs, ensure SLA compliance, and document work accurately.
• Experience with network device management, including firmware upgrades and configuration of routers, switches, and access points.
• Effective communication skills for remote user support and coordination with field engineers.
• Basic understanding of security practices such as NAC configuration and vulnerability remediation.
• Availability to work in an on-site environment, collaborating with team members and end users.
• Strong organizational skills with attention to detail and problem-solving capabilities.
• Ability to work independently and prioritize multiple tasks efficiently.
• In compliance with federal law, all persons hired must verify their identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire. Candidates must be legally authorized to work in the United States without employer sponsorship, now or in the future.

Publishing Pay Range: $32.00 - $38.00 Hourly

Location Requirements: On-Site