Field Service Technician

Synergy ECP•Landover, MD

33d•Hybrid

About The Position

The Field Service Technician role involves providing expert and second-tier technical support and analysis to field engineers and technicians. This includes offering technical advice and guidance on the installation, adaptation, configuration, or enhancement of company technical products, programs, and systems. The role also entails testing, training, and fielding support to customers regarding the technical aspects of designated systems and services. Responsibilities include providing expertise for resolving technical problems, troubleshooting products, and modifying them to meet customer requirements. Maintaining network stability through advanced troubleshooting, timely incident resolution, and proactive maintenance is crucial for optimal system availability and Mean Time to Repair. The technician will also provide training to customers, review system and network configurations for successful service implementation, and offer expert support for the installation and repair of complex systems and outages. Collaboration with developers and engineers to reduce recurring incidents is expected, along with answering questions about installation, operation, configuration, customization, and usage of designated systems and services. Applying senior diagnostic techniques to identify problems, investigate causes, and recommend solutions for common failures is part of the role. Additionally, the technician will provide consultative assistance during off-hours as needed, set up workstations, install scanners, printers, computer systems, and associated hardware. This includes integrating hardware into new and existing facility and equipment racks at data centers, installing servers and network hardware according to specifications, and routing/dressing system cables. Reading and interpreting engineering drawings and Work Orders is also required.

Requirements

Ability to lift and carry 50 pounds or greater and work in confined spaces.
Frequent travel, 50% or more to CONUS and OCONUS Government Facilities.
Candidates will need to obtain/maintain a US Passport.
An Active/Current Top Secret security clearance with SCI eligibility.
Bachelor's degree and two (2+) years of relevant experience; master’s degree and no years of experience; High School Diploma/GED and eight (8+) years of relevant experience.
At least one (1) year of experience with installation, maintenance of IT computers, printers, scanners, VTC equipment, routers, and crypto devices, etc.
Experience or familiarity of Intelligence Community designated systems.
Willingness to work outside of normal work hours.
Willingness and ability to lift and carry 50 pounds or greater.
Must be able to work in confined spaces.
Ability and willingness to travel 50% or more to CONUS and OCONUS Government Facilities.
Will be required to obtain/maintain a US Passport.

Nice To Haves

Bachelor's degree and four (4) years of relevant experience; master’s degree and two (2) years of experience; High School Diploma/GED and 10 years of relevant experience.
Experience with cabling infrastructure best practices and methodologies.
General comprehension of components/subcomponents of data center infrastructure including routers, switches, load balancers, and firewalls.
Familiarity with power source needed for each hardware device and being able to identify available power outlets as well as correct power cordage.
Experience working in a Data Center environment.
Must have a valid/current US Passport.
Tech control experience working with circuits is highly desirable.

Responsibilities

Provides expert and second tier technical support and analysis to field engineers and technicians.
Provides technical advice and guidance on installation, adaptation, configuration or enhancement of Company technical products, programs, and systems.
Tests, trains and fields support to customers regarding technical aspects of designated systems and services.
Provides expertise for the resolution of technical problems, troubleshoots products, and modifies products to customer requirements.
Maintains network stability through advanced troubleshooting, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair.
Provides training to customers.
Reviews system and network configurations to ensure successful implementation of services into production.
Provides expert and second tier technical support for the installation and repair of complex systems and outages.
Partners with developers and engineers to reduce re-occurring incidents.
Answers questions about installation, operation, configuration, customization and usage of designated systems and services.
Applies senior diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
Provides consultative assistance during off hours as needed.
Setting up workstations.
Installing scanners, printers, computer systems and associated hardware.
Integrate hardware into new and existing facility and equipment racks at data center.
Installation of servers, network hardware and related components to manufacturer and customer specifications.
Route and neatly dress system cables (fiber and copper) in under floor and overhead cable trays.
Read and interpret engineering drawings and Work Orders.