Field Service Technician

C1; Town of Texas (WI); On-site; USD 55,000 - 75,000; Full time

Job summary

C1 is seeking a Field Service Technician to provide rapid on-site support for Physical Security products. You will diagnose and repair devices, OS, software, and applications to return systems to full operation.

You will prepare reports and collaborate with Project Managers, Clients, and Partners to meet service-level agreements. The role requires strong communication, organizational and multitasking skills, with travel across the region and potential national travel.

Qualifications

• High School Diploma or GED required.
• CompTIA A+ and/or CompTIA Server+ or equivalent knowledge.
• Experience with change management concepts and ITIL fundamentals.
• Legal authorization to work in the U.S. for any employer.
• Ability to travel regionally/nationally and drive daily.

Responsibilities

• Responds to on-site requests for installation/repair of Physical Security equipment.
• Troubleshoots devices, OS, software and applications to restore function.
• Prepare reports and coordinate with Project Managers, Clients and Partners.
• Maintain on-site relationships and ensure customer satisfaction.
• Perform and/or support cabling installations, camera, intercom, and access control devices.
• Read technical documentation to aid troubleshooting and diagnostics.

Skills

ITIL knowledge

LAN networking

Customer service

Communication skills

Organizational skills

Problem solving

Cross-functional teamwork

Travel capability

Work under varied schedules

Education

High School Diploma/GED

CompTIA A+ and/or CompTIA Server+

State Low Voltage license

CompTIA Network+

BICSI RCDD (preferred)

Job description

Job Description

The Field Service Technician will provide quick response to customer requests for Physical Security product support. The tasks performed will include but not be limited to, system, device, OS, software and applications troubleshooting and problem evaluation as well as performing and/or supporting the necessary troubleshooting required to return the equipment to functional status. The Field Service Technician will also be instrumental in preparing reports and will work in conjunction with Project Managers, Client Executives, Customers and Partners.

Essential Functions

• Ensures exceptional client satisfaction is consistently delivered and maintained
• Responds to customer requests for on-site install/repair and performs scheduled maintenance of Physical Security equipment to high standards and to the satisfaction of customers
• Prepares for installations, upgrades, repairs and disconnects by reviewing work orders; obtains necessary equipment, supplies and tools; and evaluates install location
• Reads topologies, technical documentation etc. to assist with troubleshooting and/or diagnostics
• Diagnoses/troubleshoots end-point computer-based and peripherals’ issues
• Ensures end-point systems are functioning and with optimal performance by testing equipment and connections and identifying and correcting any issues
• Identifies proactively product/service sales opportunities at client sites and processes work order modifications as necessary
• Ensure Partners are performing as expected and meeting C1 quality standards
• Manages the onsite relationship between C1 and the Customer
• Troubleshoots and supports 3rd party software and applications
• Completes required paperwork (timesheets, service orders, forms, inventory, expense reports, and equipment related items)
• Adheres to procedures and safety requirements as appropriate

Additional Specific Duties and Responsibilities

• Manages client’s SLAs
• Perform access control device installations to include but not limited to: camera, intercom, keypad, motion detector, crash bar motor, striker plate and maglock
• Install IP speakers
• Install Video displays
• Install low voltage cabling between devices and IDF closets
• Install conduit

Required Qualifications

• High School Diploma/GED
• CompTIA A+ and/or CompTIA Server+ certification or equivalent knowledge
• Experience and knowledge of change management principles, methodologies and tools
• Knowledge of ITIL service management model
• Ability to work varied day and evening timeframes required, ability to daily drive within the region and ability to travel for extended periods nationally when needed
• Technical knowledge in the structured cabling industry to include safety regulations and compliance
• Experienced in supporting multiple projects
• Implement quality control measures to ensure the highest standards of cabling infrastructure installation and performance
• Ability to work well in a cross-functional team environment
• Must have excellent organizational and multi-tasking skills
• Excellent verbal, written, and presentation skills
• Ability to demonstrate high standards of conduct and ethics as well as appropriate judgment, independence, and discretion
• Strong analytical, interpersonal, and relationship building skills
• Must have legal authorization to work in the U.S. for any employer
• Strong work ethic and personal drive to excel
• Strong sense of urgency and commitment to getting the job done
• Superior negotiation, coordination, and conflict resolution skills
• Ability to adapt to change quickly
• Requires a valid driver's license
• Excellent customer service skills
• Computer and LAN networking experience

Desired/Preferred Qualifications

• Industry certifications such as BICSI RCDD (Registered Communications Distribution Designer) or CompTIA Network+
• Knowledge of access control systems
• Physical Security manufacturer certifications. Verkada, Hanwha, Lenel are examples.
• Cabling manufacturer certifications. Belden, Panduit and Leviton are examples.
• State Low Voltage license
• CompTIA A+ and/or CompTIA Server+ Certificate
• Problem analysis and problem-solving
• High stress tolerance

Company Description

C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, ap