Service Technician

JOB DESCRIPTION

Location:

Hybrid Role - Must be located Within 30 - 45 miles of Utica, NY
Department:
Operations

Reports to:

NOC Manager

Hours:

Full-time (Monday-Friday) + rotating on-call schedule

Pay: $24.00-$31.00 per hour. Overtime available!

Why Join Northland?

At Northland, we invest in people who invest in themselves. Join a team where your curiosity, initiative, and technical skills will grow into a long-term career.

What's in it for you?

• Tech Variety: VOIP, firewalls, VLANs, fiber, and more
• Career Path:
  Grow into a Senior Technician
• Work That Matters:
  Real impact on customers, not just on ticket queues
• Hybrid Flexibility:
  Mix of remote, onsite, and field work
• Supportive Culture:
  We're people-first and team-focused
• Company Vehicle:
  Save on gas - garage our vehicle at your home
• Close to Home:
  Regional travel only - we promote a work-life balance

What You'll Do

As a Service Technician, you'll help deliver and maintain Northland's products and services at a high standard. This includes setup, troubleshooting, site visits, and working directly with customers and partners.

• Configure and maintain networking environments (TCP/IP, VLANs, DHCP, QoS, firewalls, POE, VOIP systems)
• Perform customer site surveys and equipment installs
• Troubleshoot technical issues and resolve escalated support tickets
• Collaborate with internal teams on provisioning and MAC work
• Help customers deploy software/apps to keep services running
• Maintain documentation and follow departmental SOPs

Development Path

When you're ready for a more senior role, as a Senior Field Network Technician you'll also:

• Mentor and train other team members
• Lead complex incidents and escalations
• Update internal documentation, knowledge bases, and SOPs
• Influence process improvements across departments

What We're Looking For:

Minimum Requirements

• High school diploma or equivalent
• Solid experience with PC/network troubleshooting
• Working knowledge of CAT3/5/6 wiring & standards
• Excellent customer service and communication skills
• Valid driver's license + reliable transportation

Preferred Qualifications:

• Associate degree or equivalent work experience
• Hands-on knowledge of VOIP systems, hosted phone platforms
• Familiarity with firewalls, network equipment, and telecom protocols
• Industry certs like A+, Network+, or Security+

How We Measure Success

• Completing field tickets efficiently and correctly the first time
• Keeping re-dispatches under 20%
• Contributing to a strong team culture

Supervisory Responsibilities: None

Licenses/Certifications:

A valid driver's license or ability to access transportation to attend work group and organization meetings is necessary.

Physical Activities and Requirements:

• Ability to climb, kneel, crouch, reach, sit, stand, walk, lift, use fingers, grasp, feel, talk, hear, and perform repetitive motions.
• Ability to exert up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects

Equipment and Machines Used:

• Ability to use to use voicemail, telephone, calculator, computer, printer, digital telephone, fax machine, cell phone
• Ability to use the following software:
  Microsoft Word, Excel, Outlook Express (E-Mail)

Environmental Conditions:

The employee is subject to the following inside and outside environmental conditions: adverse driving conditions, confined spaces, heights, and noise.

EMPLOYER'S DISCLAIMER:

• All offers of employment are contingent on successful results from a background check. If results are not acceptable to the company, the company reserves the right to rescind its conditional offer of employment.
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
• This job description in no way states or implies that these are the only duties to be performed by the employee holding this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties required by their office.
• This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
• We are an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.