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Job Summary:
The Field Service Technician Tier 3 plays a critical role in ensuring the smooth operation of customer services, specializing in complex maintenance and troubleshooting. They handle various installations, including Fiber Park, Metro E, and T1, while also activating customer services and features. Additionally, they assist in deploying new technologies and maintain truck inventory and cleanliness. With a customer-centric approach and 24/7 availability, they uphold service excellence and adapt to evolving business needs.
Competencies:
- Responsible for understanding and adhering to company policies and living the Logix values
- Deliver timely results, ensure output is accurate and of high quality, focus on reliability
- Build domain knowledge and awareness of industry best practices
- Aware of larger strategy; complete tactical actions to support strategy and can contribute to discussions
- Competent in own role; aware of adjacent roles
- Understand position in Logix's value chain and impact on other roles
- Understand my role and how I impact our customers' experience
- Communicate clearly and ask questions for clarification
- Escalate risks to leadership
- Collaborates openly and effectively with team members and across the organization
Supervisory Responsibilities:
- None
Logix Culture:
Each team member has a responsibility to support and operate in alignment with our culture and company values. The behaviors and actions for each value may be different depending on the team member’s role and are critical to both the success of team members and the company.
Duties/Responsibilities:
- Responsible for completing complex customer maintenance (voice, data, etc.)
- Advanced Fiber Optic Troubleshooting
- Installations of the following types: Fiber Park, MTU, Metro E, EOC, T1
- Activates customer’s service and features (voice and data) in standalone and MTU Buildings
- Hosted PBX Installs/Troubleshooting- Complex
- Assists in deploying new technology when necessary
- Maintains truck inventory and database records
- Responsible for keeping a clean working environment, including vehicle
- Performs other duties from time to time as requested by their supervisor or as business needs dictate
Required Skills/Abilities:
- Must be able to interface with customers
- Must maintain 24 hours “on-call” status for department.
- Must have an advanced overall understanding and knowledge of telecommunications infrastructure involving voice and data applications
- Advanced knowledge of telecom test equipment
- Maintains confidentiality of all customer and company information
- Works in a safe manner; adhere to the safety guidelines set forth in company policy
- Must be able to learn all aspects of the job by on-the-job training, attending seminars/vocational schools or classes. Must be able to learn from instruction manuals, software, and hardware documentation. Must stay current on industry technology
- Working knowledge of Windows operating systems, and basic hardware configurations.
- Ability to define problem(s), define seriousness of problem(s), collect data, and establish facts
- Maintains positive attitude towards co-workers and customers
- Effective time management
- Troubleshooting and problem solving abilities
- Professional and effective verbal and written communication skills
- Strong interpersonal skills
- Knowledge of DC and AC power
- Ability to operate a motor vehicle. Must have valid motor vehicle operator’s license and a responsible driving record
- Must maintain 90%+ Utilization and 4.7+ quality rating
Education and Experience:
- Two or more years of Telecom technician experience
- Must complete FOA “CPCT, CFOT, CFOS/T, CFOS/H” training within 12 months
- Must complete Adtran University “ATSA/ IPBG” training within 12 months
- Advanced Cabling Experience
- Fiber Optic Splicing
- Must possess advanced experience in complete pre-cabling preparation, installation of patch panels, punch down 66/110 blocks, 110-patch panel, and various data and voice jacks. Install, terminate, and test all forms of communication cabling
Physical Requirements:
- While performing the duties of this job, the employee is regularly required to talk and listen effectively. Requires long periods of sitting, walking and standing. Employee may be subjected to heavy lifting. Uses of both spoken and written English are a must. Specific vision abilities required by this job include close vision, distance vision, and peripheral vision.
- May be subject to late working hours and out of town travel.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Referral program
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Telecom Technician: 2 years (Required)
- Advanced Cabling : 2 years (Required)
- Fiber Optic Splicing : 2 years (Required)
Ability to Commute:
- Austin, TX 78702 (Required)
Ability to Relocate:
- Austin, TX 78702: Relocate before starting work (Required)
Work Location: In person