Smart Hands Field Service Specialist

As the Smart Hands Field Service Specialist, you set-up, configure, troubleshoot, repair and maintain customer’s IT systems. You will ensure quick and accurate diagnoses to resolve customer issues. You will be the front line in operating reliable and secure infrastructure when it comes to overseeing the entire life cycle of a rack. This position requires a flexible schedule and up to 50% travel with ability to work on nights and weekends.  

• →Responsible for all tasks associated with planning and tracking capacity, mounting network equipment while adhering to best practices, industry standards, and manufacturer requirements Implementation of network and security technologies
• →Work as Smart Hands support with Network Engineer to decommission, install, cable, label, test, and troubleshoot various types network equipment (Switches, Routers, Servers, Wireless Access Points, PDUs)
• →Aid in arranging routers, hubs, install support structures, including racks, ladders, and j-hooks, threaded
• →Configuration and troubleshooting of devices from various OEMs including Cisco, Juniper, Palo Alto Networks, etc.
• →Participate and contribute in meetings involving design, architecture, deployment and change control
• →Collaborate with teams across technologies and departments
• →Take ownership of technical issues brought by their customer base, engaging other teams when needed to drive resolution
• →Show a strong aptitude for troubleshooting and problem solving
• →Solve problems at their root and step back to understand the broader context
• →Maintain service level agreements through the implementation of proactive issue detection and reporting
• →Be biased to act in the absence of direction or support
• →Improve effectiveness through process innovation

• High School Degree or Equivalent required; Bachelors Degree - IT or equivalent preferred
• Relevant OEM certifications for major OEMs. Preferred ones are Cisco, Juniper and Palo Alto Networks. CCNA certification preferred
• 2 years required, 3+ years preferred, strong working knowledge of server systems, network protocols, storage platforms, and other related technologies
• 2 years required, 3+ years preferred, experience working in a Data Center environment: racking & stacking equipment, cable management and/or structured cabling
• 2 years of expertise with a minimum of 3 top tier technology vendors such as Cisco, Arista, Juniper, Palo Alto Networks, Fortinet, Checkpoint, Vmware, Aruba, Mist, Silverpeak
• 2 years working knowledge and experience with at least one Public Cloud – AWS, Azure or Google Cloud, specifically networking in the public cloud
• 2 years of experience in a post sales/ deployment capacity
• Knowledge and experience with Firewalls and VPN devices, specifically with Cisco, PAN and Fortinet
• Knowledge and experience with enterprise networking infrastructure, wireless and data center networking
• Knowledge and experience with at least one SD-WAN solution either Cisco, Vmware or Silverpeak
• Understand the customer’s business drivers and how to map these to a public, private, hybrid or multi-cloud solution
• Flexible schedule; ability to work nights and weekends
• Knowledge of Copper (CAT5, CAT6) and Fiber Optic cabling, basic testing, and labeling standards preferred
• Data center power infrastructure (PDU, UPS, Grounding, Etc.) preferred
• Able to read and update a rack diagram and perform site surveys preferred
• Able to read network port mapping preferred
• Understand hardware for wireless networks. IE able to mount and cable Wireless Access Points preferred
• Ability to travel up to 80%

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