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Job Description

 Business Solutions OnsITe Specialist

 Field - Service Tech

 

BASIC PURPOSE

Provide high quality, focused installation, integration and maintenance of various Local Area Networks and end-user computer software support at the premises of Business Solutions customers.  This will include taking responsibility for ancillary equipment related to desktop support for Business Solutions customers. Specialist will also install and service new and existing data and coax lines along with VPN connections through cable modems, fiber optic, and addressable convertor connections. Assist end-users to efficiently and effectively use all IT resources by providing them with expert assistance, guidance and training.

ORGANIZATIONAL RELATIONSHIP

This position reports to the Business Solutions Field Operations Managers or designated supervisory personnel. This position does not have any supervisory responsibilities.

MAJOR DUTIES – Include, but not limited to:

Ensure Total Customer Satisfaction through all aspects of this job.

Complete install, maintenance, and repair of computer systems that are used for internal day-to-day business operations by the end-user.  

Responsible for the initial installation and required updates to various operating systems used within the customer’s network.

Script and set up VPN end to end connections via cable modem or addressable converter.

Monitor and maintain file back up systems as prescribed.

Present and implement innovative solutions using creative thinking and alternative sources for complex problems.

Train and support software and applications for office computing environment, desktop, and a variety of communications needs.

Perform installation and maintenance of software, including imaging and creating MSI packages.

Design and implement solutions to solve complex technical problems quickly.

Assist and participate in the design, implementation, and maintenance of disaster recovery plans and business continuity plans.

Develop and maintain documentation related to common tasks, policies and procedures that may affect the end user or internal support.

Install and troubleshoot coax and twisted pair connections used in support of LAN connections.

Complete all assigned paperwork in a professional and proficient manner to avoid loss of equipment, proper billing and properly close out all assigned work with the field operations center utilizing the correct completion and resolution codes.

Recognize, practice, and enforce safety rules and procedures.

Perform other duties as assigned.

REQUIRED SKILLS: 

Capacity to adjust to change, work pressures or difficult situations without undue stress or constant supervision.

Ability to maintain high levels of customer satisfaction from both internal and external customers.

Must be able to work through network related issues and provide statistical data to the event management team to quickly resolve customer-impacting issues.

Above average oral and written communication skills with proven outstanding customer service skills.

Certification in ladder handling (must be valid or updated within 30 days of hire).

Certification in bucket truck operation (must be valid or updated with 30 days of hire).

Must have a valid Florida driver’s license.

Lifting, carrying up to 75 pounds, digging, crawling, stooping.

Climbing of 28' and 6' ladders and standing may be required.

May drive for long periods of time or long distances within Manatee, Pinellas, Hillsborough, Polk, Pasco, Hernando and Citrus Counties.

May be required to work flexible schedules, including on call rotation and weekends as needed.

Ability to work inside/outside throughout the year in a variety of weather conditions, including high temperatures.

Ability to work well in a team environment

Must be able to manage multiple priorities

 

 

REQUIRED EXPERIENCE:

 

 

Associates Degree in Computer Science, Computer Engineering, MIS, Electrical Engineering or equivalent, or minimum 2 years experience in related fields required. Net +, A+, MCP, BHN installer and service tech I and II to be completed 12 to 18 months after hire date.

BICSI Installer I & II a plus

Cisco CCNA and/or Microsoft MCSE a plus

Strong familiarity with Microsoft supported operating systems.

Familiarity with Unix/Linux

Strong knowledge of cable and customer infrastructure to ensure pre and post installation items are addressed.

Knowledge of structured wiring methods and standards.

Knowledge of BHN coax plant, video, voice and BHN HSD data procedures

Knowledge of batch scripting, bash scripting, Perl scripting, or shell scripting a plus.