Job Description Field Technician - Telecom/VoiP/IP Cameras Classification: Hourly, Non-Exempt
Updated as of 02/05/2025
OVERVIEW WSI Technologies (WSI) provides our customers with mission critical intelligence products and services, offering public safety and child advocacy professionals the power to access information and collaborate in real time to better serve their communities. We are proud to have been named a 2023 SBDC Small Business of the Year Award Winner as well as recognized by the Indiana Tech community as a 2023 MIRA award nominee in the Exceptional Employer category.
JOB DESCRIPTION Reporting to the Manager of Field Services, the Field Engineer is responsible for performing high quality installations to ensure WSI Technologies' products and solutions perform flawlessly at any of our enterprise, public safety, and local county customers. This role is also responsible for providing timely support and ensuring response times comply with customer's SLAs.
Responsibilities include onsite data center configuration, server installation, and physical phone recording cabling as well as configuring MS desktop and server operating systems along with WSI Technologies software applications. You will be required to communicate directly with customers via phone, email, and/or messaging applications, to coordinate and update on installation and repair efforts, while ensuring those communication details are relayed in a timely manner to the appropriate WSI Technologies staff.
The successful Field Engineer is a continuous learner who is always seeking product knowledge through various media, and growing their technical and customer service skills. This key role focuses across all WSI Technology solution offerings and drives business results through improved technical support closure times, the reduction of project timelines leading to faster revenue recognition, and increased customer satisfaction.
POSITION RESPONSIBILITIES: - Provide clients with a timely and professional system installation and maintenance services on-site and remotely
- Collaborate with project management and customer success team to coordinate scheduling, work portfolio process, barriers, and efficiency opportunities
- Coordinate with Technical Support to provide troubleshooting and client engagement support
- Ensure time, expenses, and all other documentation required for onsite job completion is executed and submitted.
- Understand and commit to following Technical Operations processes, system documentation, and meeting Service Level Agreements (SLAs), and follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Ensure preparedness for onsite work to increase efficiency and eliminate return trips
- Highly responsive to customer needs with a sincere desire to help others
- Represent the company and maintain customer relationships through professional communication, service quality, and technical knowledge.
POSITION QUALIFICATIONS: - Experience with phone recording software and hardware solutions preferred
- Experience with multi-platform Windows O/S required
- Solid analytical/cognitive skills able to troubleshoot hardware and software problems
- Excellent time management and communication skills
- Experience troubleshooting network connections and communication
- Active Directory and Exchange preferred
- Experience using ITSM Ticketing Tools (e.g. ServiceNow or similar ticketing systems to manage and track incidents)
- Must be able to spend time on ladder for wiring/cabling required during installations and repairs
- Must be able to routinely lift 70 lbs of computer equipment during installations and repair
- Certification in relevant IT products/technologies (NICE or other telephony systems), CompTIA (A+, Network+, Server + and Security+ certifications and/or Microsoft Certified IT Professional (MCITP), CCNA highly desired
- Bachelor's Degree in a technical or business-related field (Computer Science, Mathematics, Engineering, Business Administration preferred)
- Ability to travel as necessary, up to 80-85%
- Required to pass government site clearance background check