Job Details
** Field Support Specialist**
**Job Category****:** Indirect Operations **Requisition Number****:** FIELD01343 Showing 1 location **Job Details**
**Description**
The Technical Support Specialist is primarily involved with analyzing, installing, configuring, and maintaining network infrastructure and application components while supporting Comm-Works technicians in the field. This role performs a wide variety of evaluation, installation, and training tasks to ensure performance measures are met. The Technical Support Specialist follows industry best practices and provides instruction on network configurations, installation of network and computing equipment, installation of cabling and other infrastructure products, and adheres to proper documentation and change management processes. The role is also responsible for supporting end-users by ensuring proper setup, operation, and maintenance of all devices necessary to accomplish business tasks.
**Essential Functions****:**
* Setup and configure multi-site switching and routing environments with supervision.
* Setup and configure multi-site wireless environments for Voice, data and video with supervision.
* Assist in configuration and setup of Firewalls, VPN concentrators and security appliances for business application support with supervision.
* Perform remote analysis, diagnosis, and resolution of complex PC/mobile device/point of sale etc. problems for a variety of end users.
* Troubleshoot malfunctions of network hardware and software applications, telephone and security systems to resolve issues and restore service.
* Respond to customer and vendor questions and provide technical assistance and support.
* Document/log all activities including details on the end user, problem summary, solution summary, installation notes and job progress.
* Follow written work flow documents.
* Review data to determine required tasks in support of new technology projects and then manage and deliver in accordance with established objectives.
* Perform configuration of customer equipment remotely and at times, onsite.
* Participate in project kick-off meetings and provide updates in team calls.
* Consult with assigned customers, vendors, sales members, engineers or other individuals to discuss and resolve issues for assigned customers projects.
* Install, configure, diagnose, repair, and upgrade all corporate hardware and equipment while ensuring its optimal performance.
* Identify and escalate situations requiring urgent attention.
* Understand the companys corporate IT policies and report violations or concerns.
* Provide timely status updates to customers.
* Verify technician check-ins and check-outs and gather deliverables.
* Strive to understand budgets and contracts in place with assigned customers
* Complete and close out project checklists
* Develop strong business relationships with customers and field technicians
**Required Experience/Education****:**
* Bachelors Degree
* 3+ years of data networking experience.
* CCNA Certification
* Experience in IT industry fields or equivalent experience in the capacity of large-scale projects or national or international deployments.
* Experience with Microsoft based desktop and laptop computers.
* Mobile device experience (smart phones, tablet pc, etc.).
**Preferred Experience/Education:**
* Voice and Video networking experience or knowledge
* Certification and experience with multiple vendors: Cisco, Fortinet, Cradle Point, Meraki, Juniper, Adtran, Microsoft, Linux, Apple, F5, CompTIA and other relevant technology certifications will be considered
**Knowledge, Skills & Abilities****:**
* Ability to communicate with and explain to a wide array of technically skilled people.
* Ability to effectively prioritize and execute tasks in a high-pressure environment.
* Ability to maintain confidentiality when working through sensitive issues.
* Exceptional customer service skills.
* Experience working in a team-oriented, collaborative environment.
* Passionate about technology and its potential to transform the way we work each day.
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