Field Technician

The Cable/Field Technician’s role is to deploy, maintain, and support client networks and voice services located at customer and Kloud 7 facilities. The position entails travel to client sites to perform technical surveys, service installation, user training and systems support.

• Technical Surveying
• Conduct a structured site review to determine the readiness of a client’s site for the solution being deployed.
• Trace and verify that the inside CAT5e / CAT6 wiring is in place and correctly terminated to meet the requirements of the services to be installed.
• Verify equipment space and power placement is suitable.
• Analyze ISP DMARC locations and service delivery types.
• Capture site pictures and generate detailed site survey reports detailing the findings.
• The ability to install the following devices for new and existing customers: network routers, switches, wireless access points, IP phones, desktop/laptop computers, etc.
• The installation of structured inside wiring CAT5e / CAT 6 / COAX.
• Installing and troubleshooting software on end-user PCs.
• A strong working ability with hand power tools.
• The ability to effectively install structured cabling into new construction and existing office buildings through walls, above ceilings, and any other path reasonably required to meet the requirements of the cabling run.
• Follow detailed instructions from the remote provisioning team on the required steps to complete a service installation.
• Strong time management capabilities to meet multiple installations per day at different customer sites
• Detailed verification that services are correctly functioning and troubleshooting with remote provisioning teams

• Upon completion of service installation, the ability to work with individuals and groups of users to train them on using the service installed
• A detailed understanding of Kloud 7’s services, products, and systems
• The ability to effectively present yourself and Kloud 7’s products in a way that is understandable to a non-technical user
• Group-style product or feature demonstrations and the ability to publicly speak to a group of users to efficiently a larger number of users simultaneously
• User / Systems Support
• Field incoming help requests from end users via both telephone and work orders in a courteous manner
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken through to the final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
• Test fixes to ensure the problem has been adequately resolved
• Perform post-resolution follow-ups to help requests
• Develop help sheets and knowledge base articles for end users
• Perform related duties consistent with the scope and intent of the position

• Dexterity of hands and fingers to operate a computer keyboard, mouse, and power tools and to handle other computer components.
• Experience cabling various electronic components (e.g., modems, routers, switches)
• Experience working with CAT 5, CAT6, and COAX wiring
• Ability to use established electrical, digital, and/or mechanical principles and to perform appropriate tests to identify and solve problems encountered on the job.
• Ability to efficiently and accurately work with multiple types of information and/or perform multiple tasks simultaneously.
• Ability to complete a designated amount of work in a specified timeframe (e.g., quality jobs per day), adjusting work…