Field Engineer Specialist

Zayo Group LLC provides bandwidth and communications infrastructure services. The Field Engineer Specialist installs, troubleshoots, repairs, and maintains equipment supporting ENA data, voice, and wireless services at customer premises, while coordinating field work and resolving customer issues.

Responsibilities:

• Collaborates with ENA Engineers, Project Managers, and others to initiate technical process changes to improve serviceability, efficiency and customer experience
• Works with customers, vendors, and carriers to schedule on-site activities surrounding all trouble, survey and installation work
• Preps and tests hardware for installation. Updates firmware for each device. Ensures that all config components are in place and ready for production prior to dispatch
• Travels to customer locations to install, troubleshoot and support inside wiring from carrier’s demarc to access router
• Troubleshoots network hardware problems, utilizes network analyzers and tests equipment
• Responsible for knowing when to escalate issues to appropriate support group. Interacts with third party vendors and consultants on behalf of ENA
• Handles low voltage demarc extensions and cross connects between network devices which requires high-level knowledge of Ethernet communications and Layer 2 switching of the OSI model
• Has a firm grasp on layer 1 connections (Cat 5 & 6 terminations, house cabling RJ21X and 66 blocks, identifying different fiber terminations) which will also be used heavily while in the field
• Creates, updates and maintains accurate site documentation including all pictures and documents associated with ISP and OSP work for ENA builds into customer’s facilities
• Documents all project and trouble work proficiently in an internal ticketing system
• During ISP/OSP surveys, works with vendors and carriers to identify the most cost-effective pathway for both the customer and ENA
• Works with the vendor to have a firm quote generated in a timely fashion for Project Management approval and PO creation
• Maintains appropriate equipment levels for specific coverage area
• Work with Inventory Management to obtain hardware for upcoming installs
• Tests and repairs equipment returned from customer locations
• Responsible for adhering to departmental inventory management discipline and keeping ENA’s Asset Management tool accurate and up-to-date in association with activities performed
• Occasionally coaches, instructs or assists others in area of expertise
• Improves performance impact through personal growth in knowledge and expertise
• Personally seeks continuous improvements in own job performance to contribute positively to department service excellence objectives and customer service
• Impact directly supports ENA achievement of short term and long-term success
• Other duties as assigned

Requirements:

• Minimum of one (1) years of experience in the data networking field is required
• A working knowledge of Cisco command line is a requirement
• Has knowledge of commonly-used concepts, practices, and procedures within a particular field
• Experience with LAN/WAN/VPN and remote network technologies and protocols (i.e.TCP/IP, HTTP, FTP, ATM, Frame-Relay, DSL) routers, hubs and servers
• Experience working with VoIP installation and maintenance
• Has knowledge of WiFi design, installation and maintenance
• Ability to read, analyze, and interpret general business periodicals, professional journals, or technical procedures
• Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to questions
• Ability to communicate technical concepts to mix of non-technical and technical people
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables
• A good driving record and a valid driver's license are required to maintain this position
• CCNA certification is a plus
• Experience working with carriers and troubleshooting high-capacity data circuits is a plus