Department: Field Operations
Reports to: Manager, Infrastructure and Field Services
Location: HQ
Status: Full-time
FLSA: Non-Exempt
The Company
Allied has served the Mid-Atlantic and Northeast Regions as a highly regarded, single source provider of managed Internet, cloud, network, and enterprise Unifiedommunications solutions since 1996. Amidst a telecom industry all-too-often known for poor customer service and slow resolution, Allied has long differentiated itself through personal client care, quick response times, and even (where possible) same day installations to "save the day" for clients. In doing so, we've built a reputation as a trusted technology partner who offers sophisticated technical expertise coupled with exceptional service. This client-focused approach to business is anchored in the simple words of our Core Values: Integrity, Stewardship, Empowerment, CaNI (Constant and Never-Ending Improvement), and Excellence. In the spirit of these Values, we strive to cultivate an environment and culture that encourages each member of our team to reach their Full Potential, and, in doing so, help Allied achieve and maintain its Full Potential as an organization.
Summary
The Field Services Technician (Field Tech) serves as the “face” of Allied for customer implementations. This individual must be able to perform with utmost professionalism in stressful, time-pressure situations. Attention to detail, thorough preparation, and proactive communication are critical requirements to be successful in this role. You must be able to interpret multiple detailed scopes of work, understand where further clarification is needed, and be thoroughly prepared with all necessary equipment and materials. You must be able to proactively communicate your ETA and schedule directly to the customer as well as internal Allied employees. The Field Tech may be scheduled to work early morning or late evening projects.
Key Areas of Responsibility
Installations:
Data
- Install, repair, test and troubleshoot EOC, xDSL and Cable Circuits
- Install customer premise equipment (Router, Switches, Modems and 4G Wireless devices)
- Install Allied Building Equipment (Customer Edge Switches or Network Interface Devices)
- Work with telecom color-coded wires and cables
- Terminate, extend, and troubleshoot Verizon dry copper loops at the Customers premises (2-Wire Circuits) delivered from the Verizon Central Office
- Label all Allied Customer Equipment: Ports (jacks), Switches, Router, Modems at completion of install
- Ensure that fiber circuits are within specifications by utilizing light meters or OTDRs for testing
- Install, repair, test and troubleshoot fiber systems
- Prep, tray and Fusion Splice SM Fiber
- Test data circuits with Allied Test and Turn Up Group
Customer Survey:
Data
- Perform detailed survey of customer cabling
- Capture photos of Customer LAN, Floor Telco and Main telco
- Document distance between customer LAN, Floor telco and Main Telco
- Email Survey results to PM and upload survey results to Order within 24 hours of dispatch
Electrical
- Knowledge of basic electricity, as it relates to telecommunications (through classes or on-the-job training)
- Install UPS (APC Smart-UPS)
Salesforce Application
- Manage assigned dispatch request and ensure completed requests are marked completed with pertinent information within 24 hours of competing of dispatch
- Update asset record of any Allied equipment removed from inventory or vehicle stock
- Update customer order with survey results within 24 hours
- Review dispatch calendar daily for updates to schedule
Company Vehicle:
- Maintain Excellent Driving Record
- Keep vehicle exterior and interior clean
- Keep vehicle stocked with consumables
- Keep vehicle truck stock inventory updated
- Keep accurate receipts of Allied Vehicle credit card transactions
- Submit all Allied vehicle credit card receipts to the Manager monthly
On Call:
- Serve as primary on-call technician (2 x per month) for outside business hours and weekend dispatches and maintenances
Knowledge and Skills
- High School Diploma or some College
- Minimum 1-2 years of experience in the field
- Knowledge of Telecommunications, and technical understanding
- Familiarity with commonly used concepts, practices, and procedures within a field
- Demonstrated technical skills, attention to detail, verbal communication, and documentation skills
- Ability to interface positively with end users
- Comfortable working with hand tools and power drills
- Knowledge of basic electronics
- Experience with installs, terminations, test and label copper cable, unshielded twisted; shielded twisted; Coax; CAT3/5/5e/6, 1 to 100 pair
- General knowledge of OTDR, light source and power meters
- Experience with fiber, splicing, and testing
- Ability to prioritize and organize effectively
- Ability to work independently and with others
Allied’s Commitment
Allied has a commitment to its Community, Employees and Employees’ families. We offer outstanding benefits at a low cost – Health Insurance, FSA, HRA, 401(k), PTO, Holiday Pay, Employee Assistance, Training and "Give Back!" Programs are just a few of the perks! Allied is an equal employment opportunity (EEO) employer and evaluates applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Allied complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
