The Field Technician is responsible for aiding the contracting team members in project execution and ensuring end users receive high quality work. This position will also work closely with the global service desk team to provide technical support to customers.

Primary Responsibilities:

• Perform low-voltage wiring work to install, repair or update telecommunications, network, voice, TV, access control, security and IoT systems following prints and the Synergy standard wiring policies and procedures.
• Work closely with onsite team, project foreman and project manager to ensure that scope of work are completed in an efficient and effective manner to meet General Contractors’ deadline.
• Provide live time updates to management while onsite following the Synergy standard policies.
• Perform technical duties in the field.
• Perform various contracting tasks as necessary to resolve tickets (punch downs, terminations, wire runs etc.).
• Perform various service installations and repairs (Dish, broadband, wireless, etc.).
• Complete associated paperwork with each work order in a timely manner in order to ensure all details of the work are recorded.
• Properly operate and maintains installation tools and equipment.

Secondary Responsibilities:

• Answer incoming client calls, exercise excellent customer service while creating tickets in accordance with each clients’ specific needs.
• Perform duties of the global service desk.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Responsible for Tier 1 and Tier 2 Technical Support, troubleshooting and escalating incidents.
• Monitor and analyze protocol / video communication to determine issues.
• Provide quality Technical Support and Customer Service to all customers through multiple channels (Phone, E-Mail, Monitoring etc.).
• Interface directly with project team to provide detailed system design and capabilities information, report project progress via formal and informal channels, provide networking expertise to project team.
• Work with Telco’s to turn up circuits.
• Coordinate upgrades of equipment allocations.
• Coordinate wireless design, heat maps and approve wireless documentation.
• Address assigned tickets in a timely and professional matter (i.e. trouble shooting common network and TV related problems such as wireless connectivity and programming TV channels).
• Aid in scheduling contractors, updating calendars, and follow up on work completed.
• On-call technical support of Synergy Fiber products and services.
• Weekend on-call support on a rotation basis.

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