Field Service Technician

Responsible for on-site resolution of customer premise problems. Work within the central offices (CO) to diagnose and fix issues. Interaction with Verizon as needed to successfully determine the root of the problem and then work to correct it.  Daily interaction with customers while working on their service. Professional representation of GWI while in the public. Rapid response to remote problems.

 

General Summary - Regular Duties:

 

· Responsible for dispatching to customer premises and Verizon central offices (COs), on as needed basis, to diagnose and resolve customer problems.

· Application of logical problem-solving model, plus interfacing with customers and Verizon employees.

· Utilizing structured cabling techniques for retrofitting existing customer premises.

· Applying micro-filters for telephony devices.

· Utilizing test equipment for technical troubleshooting, including but not limited to: DSL test set with TDR, PSD, DMM; load coil detection, tone generator and probe, POTS test set, punch down tool.

· Analytically interpreting output from, and applying, test results for each of the above test devices.

· Caring for, maintaining, and securing above test devices.

· Utilizing hardware including, but not limited to: stepladder, mechanical drill, cable stripper, cable crimper, modular jacks and plugs, cabling fish tape.

· Interconnecting customer premise equipment (CPE).

· Installing NICs.

· Assisting with customer set-ups for GWI services.

· Resolving other computer software issues as a result of installation work.

· Facilitating troubleshooting for, and replacement of, networks hardware in COs, as needed.

· Cooperatively testing with and vendor meeting, with Verizon technicians.

· Cooperatively testing with customer personnel, contractors, and vendor technicians.

· Adhere to safety practices when driving, working on customer premises, and in Cos.

· Apply problem-solving methodology to troubleshooting.

· Gather facts remotely and on site in field.

· Ask probing questions, determine problem scope, determine problem timeline, and perform single-ended and dual-ended testing.

· Perform problem isolation / identification to diagnose customer troubles.

· Create, innovate, and apply action plans to diagnose problems.

· Implement action plans, gather results, and analyze results, and confirm resolution for problem occurrences.

· Provide specific documentation for problem symptoms, causes, and resolutions.

· Deliver service to meet and exceed expectations of internal and external customers.

· Interface with customers in a courteous, respectful, and professional manner.

· Communicate clearly in person, email, phone, and any other communications channel.

· Problem diagnosis and resolution includes utilizing a variety of technical test equipment and hardware to perform tasks like installation of DSL POTS splitters, assist with customer set-ups of equipment, and troubleshoot network hardware problems.

· Position requires professional demeanor, adherence to safety practices.

 

Minimum Skills, Knowledge & Abilities:



· Associate's degree or equivalent; or

· One or more years related experience and/or training; or

· Equivalent combination of education and experience.

· Email and other written correspondence skills required.

· Basic Windows and UNIX skills required.

· Valid Drivers License

 

Working Conditions:



· Travel to customer premise and CO locations as needed.

· Normal office environment with moderate exposure to noise, dust, temperature.

· When required ability to lift up to 50lbs alone or 80lbs with assistance from another employee.

· Position may require excessive use of telephone, keyboard and monitor to perform regular functions of the job.

· Travel to other various locations as required.

· Travel in inclement weather conditions may be necessary

· Work in physical environments including outside, customer premises, and COs.Extensive use of handheld test devices, keyboards, laptops, phones, and hardware.