Field Service Specialist

Responsibilities

• Perform remote and onsite work. Primarily in their home region but may need to go further based on customer needs.
• Update ticketing system on a timely basis. Ticketing system will be through Service Now – knowledge of software helpful but not required.
• Ideal candidate will have general knowledge and experience with IP, SIP, Analog, Digital, paging, desktop, UPS, basic server and networking technologies.
• Remote hands for installation of hardware in racks, work with Firewall and switch teams to patch devices to provide connectivity. Programming of switches and firewalls is done by other teams.
• Install and replace UPSs in racks and ensure monitoring is in place.
• Ability to ping devices and understand response.
• Ability to test network cables and connectivity.
• Basic troubleshooting requested for Conference Rooms, Audio - Visual Technologies.
• Troubleshoot and repair faulty hardware components as needed, minimizing downtime. This includes network, server, telecom, and UPS health and annual maintenance.
• Asset Refresh Program (ARP) Support
  - Stage and deploy IT infrastructure i.e. Wireless Access Points, Network Switches, Audio Visual Hardware, Corporate Security Hardware.
• Collaborate with internal Business Partners, IT support teams, and third-party vendors to support infrastructure projects planning and deployment efforts.
• Manage inbound and outbound shipments of parts and devices, ensuring accurate tracking and delivery utilizing internal shipping teams.
• Schedule and escort vendors and technicians for maintenance, repair, and installation tasks.
• Maintain and track inventory within the Configuration Management Database to ensure accurate asset allocation and configuration lifecycle management.
• Perform regular audit and inventory reviews of IT rooms at various locations to support operational continuity.
• Coordinate the safe removal and disposal of outdated equipment, ensuring proper documentation and compliance.
• Provide after-hours assistance to troubleshoot and resolve outages, ensuring operational stability through an on-call rotation.
• Support voice system networks including Avaya and Cisco with additional applications that include: (Helpful, but will train)
  • Horns
  • IP Paging
  • Sensaphone (s)
  • Cisco Flex Licensing
  • Analog, approximately 1,000
  • Verint Call Recording
  • Headsets
  • Gai-Tronics
  • Grand stream Gateways and Algo Devices
• Other duties as requested by Customer or Management