Field Service Technician, CT and MA

Forerunner Technologies, Inc.; Northern (KY); Hybrid; USD 55,000 - 90,000; Full time

Job summary

Forerunner Technologies, Inc. in the United States is seeking a Field Service Technician to diagnose and repair telecom systems across CT and MA. The role requires strong communication and technical skills, with experience in VoIP, PABX, and data networks.

Travel to customer sites, on-call after hours, and installation tasks are core duties. The technician will install, test, and maintain phone systems, troubleshoot issues remotely or on site, and collaborate with TAC or other departments to

Qualifications

• Performs installation, maintenance, and troubleshooting on Key and PABX phone systems
• Troubleshoot telephone system hardware/software, voicemail, and telephone set issues on site and remotely
• Establishes service by studying equipment requirements; researching documentation, ordering and gathering components and parts; completing installation; performing acceptance tests
• Maintains rapport with customers by discussing issues; providing technical support; identifying solutions; suggesting improved methods and techniques; recommending system improvements
• At customer premises locations identify demarc, pretest and install IAD and loop testing. Assist remote centers with hosted IP-PBX/managed services test and turn up to customer premise

Responsibilities

• Install cables and testing
• On-site and remote troubleshooting of VoIP and data networks
• Coordinate with TAC and other departments for issue resolution
• Perform acceptance tests and handover to customers
• Maintain equipment and ensure timely completion of service tickets

Skills

Good communication

Customer service

Team player

Project management

Technical skills

Tools

VoIP

Phone systems

Data networks

Job description

All Jobs > Field Service Technician, CT and MA

The Field Service Technician must have good communication and technical skills to effectively diagnose and solve problems. They must be familiar with a variety of phone systems, network and data equipment and be able to perform a wide range of services, from basic repair to full installations with little or no supervision. They must be team players and have good customer service and project management skills to ensure that the customer’s equipment is configured, programmed, or repaired according to the customer’s needs. Field Service Technicians must also possess good computer and organizational skills. They will also participate in the on-the-job training program and maintain a working knowledge of all equipment. They also need hand and finger dexterity and good eyesight with the ability to determine colors. This position requires daily travel, with some overnight travel possible on occasion. He or she must be available to be on call after normal business hours and perform service, installation and maintenance work during nighttime hours is expected.

Requirements

Performs installation, maintenance, and troubleshooting on Key and PABX phone systems

Perform installation, maintenance, and troubleshooting on Voicemail and Call Center products

Utilizes thorough knowledge and experience, testing, troubleshooting, cutting over, and turning up of phone lines, PRI’s, voice and data T-1’s, Trunks, and integrated circuits

Troubleshoot telephone system hardware/software, voicemail, and telephone set and feature issues on site and remotely

Install cables and testing

Establishes service by studying equipment requirements; researching documentation, ordering and gathering components and parts; completing installation; performing acceptance tests

Maintains rapport with customers by discussing issues; providing technical support; identifying solutions; suggesting improved methods and techniques; recommending system improvements

Supports other departments by providing corrective actions to Trouble Tickets, assist the Technical Assistance Center (TAC) as required

At customer premises locations identify demarc, pretest and install IAD and loop testing. Assist remote centers with hosted IP-PBX/managed services test and turn up to customer premise

Protect confidential information, observe and participate in vehicle and office safety programs

Responsible and accountable for maintaining all company equipment to be operational at all times

Adhere to scheduled order completion and maintenance time frames.

• 3 -5 years of related telecommunications experience
• Basic knowledge of VoIP, networks and data
• Able to read and interpret documents such as safety rules, operation and maintenance instructions and procedure manuals.
• Able to write routine reports and correspondence as well as speak effectively to customers or fellow employees when resolving trouble reports.
• Must be able to work independently with minimal guidance, while focusing on a sense of urgency for customer impacting issues.
• Must be able to sit or stand for extended periods of time, lift up to 50 lbs. and perform other basic physical demands of the position as needed.