Smart Hands (On-site Technical Support)

Junior On-Site Technical Support - Smart Hands

One Communications Brava Team are seeking an entry level on-site technical resource (Smart Hands) to join our Managed Services Engineering and Service Delivery team. In this role, you will perform essential on-site tasks, including equipment staging, installation, and troubleshooting, working closely with our engineering and support teams. We're looking for a detail-oriented professional with strong technical skills, a customer-centric approach, and a passion for continuous learning.

Responsibilities

As a Smart Hands resource you will be responsible for:

• Equipment Staging – collecting and preparing equipment for remote configuration by the engineering team.
• Equipment Installation – transporting, configuration and installing equipment at customer sites as directed.
• Onsite Troubleshooting – assisting Brava’s engineering team and Level 2 helpdesk for onsite troubleshooting and/or swapping replacement equipment.
• On-Call/After Hours – being available for periodic after-hours callouts to address network or customer issues.
• Documentation Management: Maintain accurate documentation for new and existing customer installations.
• Staying Current: Keeping up to date with current and emerging technologies by pursuing and maintaining relevant vendor certifications.

Knowledge and Experience:

• 1 years of experience, preferably in IT helpdesk or engineering.
• Technical background with practical understanding and hands-on experience in telecommunications, cyber security, or IT services.
• Proficiency in technical troubleshooting and diagnostics.
• Ability to interpret network design diagrams and perform network equipment cabling.
• Certifications in Fortinet, Cisco, Microsoft 365, Teams, and 3CX are highly advantageous.

• Understands the importance of KPIs (response time, resolution time) in measuring progress, decision making, and accountability.

• Exceptional client-facing and verbal communication skills.
• Effective organizational abilities, including attention to detail and multi-tasking.
• Excellent written communication skills.

• Strong analytical and problem-solving skills.
• Proficient computer skills, including Microsoft Office and Microsoft Teams, for documentation, reporting, collaboration and project management.