Field Services - Grand Forks, United States - Apogee

Description

Job Description

We're Apogee. Nice to meet you. At our core, we're a student services organization that happens to focus on IT. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets the needs of today's technology-savvy generation.

We work hard, celebrate success and challenge everyone in our organization to be a problem solver. If you are as passionate as we are about the intersection of technology and education, join us today.

In our fast-paced environment, Field Services Wireless Specialists play a vital role in our operations division. You will be responsible for hands-on maintenance and operational support for an enterprise Wired and Wireless network. As part of a dedicated team, you will maintain Network Access Control (NAC) solutions to regulate access to network resources, while also supporting Cisco Identity Services Engine (ISE) to authenticate, authorize, and enforce access policies. Your role will extend to providing support for end user devices, printers, VOIP systems, and overseeing the maintenance of fiber and copper infrastructure. In addition to technical skills, high-level interpersonal skills and customer service are necessary for maintaining positive client relationships. You'll interact with our customers daily onsite, requiring a professional attitude and appearance. Reporting directly to a regional supervisor, you'll be a key player in ensuring smooth network operations.

You'll be a full-time worker on the campus of the University of North Dakota in Grand Forks.

The hourly rate for this position is $25 -$28 per hour depending on experience.

Here's your job:

• Providing exceptional customer service.
• Proficient in utilizing a PC and familiar with the Microsoft Office Suite.
• Responding to emergency outages promptly.
• Testing and troubleshooting enterprise wireless deployments.
• Collaborating within Operations to resolve end-user and network escalations.
• Collaborating with Apogee teams to coordinate client activities.
• Monitoring, investigating, and actioning equipment alarms.
• Adhering to a self-managed schedule for on-site appointments within a 24-48 hour SLA.
• Collaborating with Apogee on customer installation activities as required and contributing to project-related tasks as assigned.
• Tracking and updating escalation tickets.
• Ensuring that Apogee's policies and end-user agreements are upheld.
• Assisting in your region as assigned.
• Attending training events.
• Obtaining required certifications.
• Completing additional reporting, documentation, and administrative tasks as required.

You'll love this job if this describes you:

Deeply ingrained self-motivation. You're motivated to get work done. That means that you love efficiency and are driven to complete a project.

Technical aptitude is essential. Being able to quickly learn, assess issues, and apply your knowledge effectively is crucial. You should have the ability to pick up on technical matters swiftly, adeptly learn new products and technologies, including reading blueprints, installing and configuring networking equipment, understanding testing methodologies, and troubleshooting Internet connectivity issues.

Communication and Prioritization. Triaging customer needs, alongside the ability to examine information, seek clarity, devise solutions, exercise judgment, and work systematically and efficiently, is crucial. Attentive listening to customers, addressing their needs and concerns, and keeping them informed through status reports and progress updates are important. Furthermore, fulfilling service commitments, meeting deadlines, and fostering supportive relationships with customers are integral components of this role.

Taking initiative. Respond quickly and appropriately to requests that come to you from internal and external customers. Assume you're wholly responsible for owning an issue to its conclusion (including solving the problem or escalating it in a timely manner).

Requirements

• Excellent written and verbal communication skills
• Strong Organizational Skills
• Exceptional Customer Service
• Certifications such as CCT, CCST, CCNA, CWNA, Security +, CWT, ECSE
• Experience with enterprise-grade networking equipment.
• Experience in effectively diagnosing and resolving issues with fiber optic links, including identifying and rectifying signal loss, connectivity disruptions, and other performance-related challenges.
• Proficiency in diagnosing Ethernet connectivity issues
• Familiarity with introductory concepts in enterprise networking is preferred.
• Associate's Degree in a technical field with 2+ years' experience or Four-year degree in Technology field
• 2-3 years of help desk or technical support experience
• 2-3 years of customer support experience

This position requires the successful acquisition of the following certificates within the first 12 months of employment or demonstration of equivalent proficiency in the specified areas:

• CWNP - CWNA
• Ekahau ECSE Troubleshooting
• CompTIA Network+ (Net+)

While our list of requirements is extensive, we are willing to train the right candidate to ensure they meet our standards and expectations.

Important considerations you should review:

Physical requirements. You'll use your hands to type, use power tools. You'll stand, walk, reach with arms and hands, and due to the need to review client sites, may have to step over, climb or balance around obstacles, twist, stoop, kneel, crouch, or crawl. Our equipment can be heavy, you'll need to lift up to 50 lbs.

On-call Environment. This position is on-call and may need to work weekends, holidays, or hours outside of normal/typical business hours in the event of an outage or scheduled maintenance window.

Driving and Criminal Background. We take the safety of our team and our customers very seriously. You must have and maintain a valid driver's license. You must also pass a criminal background check to work on any of our customer's properties.

Air Operations Area (AOA): This position is contingent upon the successful acquisition and ongoing maintenance of an AOA (Air Operations Area) badge. As part of the employment process, applicants will be required to undergo a Security Threat Assessment by the Transportation Security Administration (TSA) and complete the necessary badge application at the TSA Badge Center located at Flight Operations. The possession of a valid AOA badge is a mandatory requirement for this role.

Travel. You will have to travel occasionally for training, projects, and other campuses to assist another department. All travel costs are covered by Apogee.

Benefits

Our employees enjoy benefits that make them more productive and contribute directly to the development of their professional skills. We want to be able to attract the best of the best and make sure they keep getting better so here is what we are offering:

• An attractive salary
• Health insurance plan including Health Savings Account matching program
• Monthly stipend for cellular and data usage
• Engineering and Technical teams receive cash bonuses for obtaining certifications
• Maternity and Paternity leave

At Apogee, we believe education is a doorway to a fair and just society. Within our own walls, we stand committed to creating a healthy culture of diversity and inclusion, empowering one another as advocates for an inclusive workplace, and doing so transparently. Apogee employees founded three employee-led groups in 2020 including Diversity and Inclusion, Civic Awareness, and Apogee Veterans.

Accommodation:

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Human Resources,