Field Technician Support II/ Network Support Technician

Comtech Telecommunications Corp•Des Moines, IA

40d•Remote

About The Position

The Iowa (NG) 911 team is seeking a Field Services Technician / Network Support Technician to provide technical support, network monitoring and troubleshooting to Public Service Answering Points (PSAP) in the State of Iowa and other Comtech locations. Position entails telecommuting from home office and client sites.

Requirements

3-5 years of related experience in the installation, configuration, and testing of IP networking equipment and systems.
Effective communication skills.
Familiarity with Windows, Linux, server virtualization, Cisco routing/switching preferred.
The work is typically performed at customer site locations, which requires proper safety precautions.
Work requires some physical effort in the handling of materials, boxes, or equipment.
Occasional overtime may be required as needed to support on-call or other business needs.
Personal vehicle is required; company pays mileage based on IRS published rates.

Nice To Haves

Familiarity with Windows, Linux, server virtualization, Cisco routing/switching preferred.

Responsibilities

Resolve operational issues in the field in coordination with the Network Operations Center by going on-site to PSAPs for technical support, troubleshooting and repair; escalating issues as needed.
Provide on-call coverage (weekday nights and all day on weekends).
Installation, configuration, maintenance, and servicing of communications systems and equipment, servers, workstations, and the associated electronic equipment at Public Service Answering Points (PSAP) in the State.
Perform on-site preventive maintenance tasks (cleaning, inspections, and repair) for all workstations, servers, and equipment as scheduled.
Support the deployment of new customer sites (PSAPs) as well as move/changes of existing PSAPs that form part of the Next Generation 911 system.
Coordination with subcontractors
Participation in construction meetings with general contractors and representatives of the customer
Put together Statements of Work and Basis of Estimate for deployment and move tasks
Function as the technical lead on-site and supervise subcontractor personnel during PSAP site deployments/moves
Perform the installation, configuration, and testing of various electronic equipment according to the established checklists and procedures (equipment includes routers/switches, managed PDUs (Power Distribution Unit), Windows workstations, IP telephones, IP to serial converters, among others)
Provide timely and accurate project status updates to the management team and the customer
Update work status in web-based ticketing system (tracking preventive maintenance work as well as troubleshooting work)
Maintain inventory and spare equipment stock.
Participate in special projects as required.
Monitor network elements for anomalies and reports/troubleshoots issues using network management software
Identify, triage, resolve or escalate incidents per defined processes
Monitor email for incidents and customer requests
Provide first-line technical support for customers
Notify customers about incident progress or status changes
Work with carriers, partners, PSAP's and vendors as required
Maintain customer sensitive data per defined processes
Participation in and support of the Change Management process as required
Monitor, maintain and troubleshooting mission critical IP networks, various computer hardware / peripherals and other Comtech products