Field Service Technician
1 week ago
Location: US, Remote
About Us:
At Semtech, we pride ourselves on delivering exceptional connectivity solutions. Our team thrives in a fast-paced environment where customer satisfaction is paramount, and we encourage our members to contribute ideas for enhancing our support services.
Position Overview:
The Field Service Technician plays a crucial role within our dedicated help desk team, which operates around the clock. This position primarily functions during standard business hours but may also require flexibility for overnight and weekend duties.
The technician is tasked with guiding on-site installation personnel through the deployment processes and best practice protocols for implementing fixed wireless solutions in a corporate setting. Effective communication is essential to ensure that field technicians can execute successful installations on the first attempt within the designated timeframe. The technician must demonstrate advanced troubleshooting and analytical skills to address customer inquiries and challenges during critical installation phases. Collaboration with various support levels, management, and network engineers is vital for diagnosing connectivity issues and resolving client concerns. Additionally, the technician will assist in addressing moderately complex support tickets as time permits.
Key Responsibilities:
The technician will be responsible for:
- Leading the on-site installation efforts conducted by field technicians and documenting outcomes.
- Conducting basic to advanced network diagnostics for end-users and enterprise clients on-site.
- Recording, updating, and maintaining installation documentation within support cases in our ticketing and knowledge management systems.
- Assisting with the testing and configuration of equipment.
Required Qualifications:
- A high school diploma is required.
- Fundamental networking knowledge (TCP/IP, DHCP, ICMP, TCP/UDP, telnet, SSH, LAN/WAN, NAT, WiFi, Ethernet).
- Strong writing and documentation capabilities.
- Ability to thrive in a 24/7/365 dynamic environment.
- Self-driven and collaborative with team members.
- Excellent critical thinking and problem-solving abilities.
- Detail-oriented with proficient typing and documentation skills.
- Familiarity with MS Office Suite (Excel, Word, Outlook).
Preferred Qualifications:
- A bachelor's degree in computer science, information systems, or information technology is advantageous.
- Relevant certifications such as CCNA, CCENT, Network+, MSCE Communication, CNF, and CAN are desirable.
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