General Purpose of the Position:

The purpose of this position is to install and maintain the physical media and network connectivity infrastructure utilized by Switch and its customers and to provide immediate assistance to various service-impacting events.  These tasks include, but are not limited to providing detailed analysis and documentation of all work conducted while working within a 24/7/365 mission critical environment.  Additionally the Network Infrastructure Technician will provide remote hands assistance for customer owned assets that reside within Switch facilities and will assist all Switch operations teams in order to maintain an exceptional customer experience.

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Essential Duties and Responsibilities:

• Install, terminate, maintain and troubleshoot various network cabling infrastructure (CAT 3/CAT 5/CAT 6 copper, fiber and coaxial), including but not limited to patch panels and cable management systems
• Conduct physical installation of various circuits
• Perform installation of cabling support structures (cable tray, J-Hooks, ladder rack, ladder rack tray, cable horns)
• Effectively coordinate with Switch customers, both internal and external, to install, troubleshoot, and test premise equipment including but not limited to:
  • Standard datacenter infrastructure hardware such as PDU’s, computers, switches, routers, optics, wireless access points, and other transport equipment
  • Performing vendor escorts
  • Hard drive installation and replacement
  • RAM installation and replacement
  • Utilizing remote terminal interfaces
  • Other tasks as needed
• Create design layout records (D.L.R.) for all installations within a web-based environment
• Execute standard cable testing procedures
• Operate company provided testing equipment for various cabling systems including but not limited to wire mapper/continuity tester, Probe & Tone generator, and Phone Test set
• Interpret, investigate and remediate mission critical alerts
• Provide exceptional service to all customers and vendors in a fast-paced environment
• Provide quality, timely and accurate end-to-end support of any issues within functional area of responsibility
• Effectively coordinate, interact and perform troubleshooting actions with customers
• Understand and execute appropriate escalation and notification procedures using sound judgment
• Accurately document all actions, events and corresponding time allocated for tasks
• Possess ability to utilize and navigate various ticketing and project tracking systems
• Provide input and feedback for the use and optimization of internal network management as well as customer support functions, processes and procedures
• Create and distribute scheduled company notifications via ticketing system
• Must be adaptable to shift scheduling to meet demand of 24/7/365 operations
• Ability to work in a team environment and communicate with customers in a professional manner
• Punctual and reliable
• Neat, professional appearance with excellent personal hygiene

Other Duties:

• Interstate travel may be required
• Provide routine feedback on existing departmental processes
• All employees are responsible for the general upkeep and cleanliness of Switch facilities. This includes but is not limited to Meet Me Cages and IDF’s
• Other duties as assigned

Disclaimer: Job description is not a complete list of duties. The Network Infrastructure Technician may and/or will be required to perform other functions as asked by management. The Network Infrastructure Technician must be self-actuating and show the initiative to self-educate industry product and guidelines.

Required Job Skills:

• Basic understanding of ANSI, EIA/TIA industry standards (25pr color code, T568A&B color code, etc.)
• Demonstrate knowledge of CAT 3, CAT 5 and CAT 6 cabling functions and specifications
• Demonstrate knowledge of Single-mode and Multi-mode fiber functions and specifications
• Basic knowledge of power systems including but not limited to PDU’s, Fuse alarm panels
• Understanding of various network topologies
• Demonstrate the ability to troubleshoot hardware, layer 1 connectivity issues and perform maintenance on hardware devices
• Possess cognition of the impact of electrostatic discharge when applied to electronic devices and the ability to apply practical methods to mitigate static discharge events
• Must be comfortable with Field Replaceable Units (FRU’s) on multiple hardware platforms and familiar with all media types
• Efficiently interact with computing systems
• Ability to navigate and effectively utilize ticketing systems
• Excellent oral and written communication and interpersonal skills using methods such as direct contact, phone, email and instant messaging as well as documenting/tracking incidents within ticketing system(s)
• Ability to interact with staff (at all levels) in a fast paced environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism
• Ability to accurately communicate both written and verbally, complex issues using easy to understand terminology
• Possess demonstrated problem solving skills
• Demonstrable time management and organization skills with the ability to address multiple tasks simultaneously
• Must possess basic typing, email and computer skills
• Ability to recognize and manage confidential information
• Must follow established safety practices and procedures in applicable situations and related work functions

Computer Equipment and Software:

• Computer literate with an emphasis on Microsoft Office Suite
• Experience with equipment terminal access applications (Ex.: CRT, Putty, SSH)

Education and Experience:

Certification:        CompTIA (A+, Network+, Security+)

                            OSHA 10, First Aid/CPR, Ladder & Scaffold Safety, Fire Extinguisher Training, HazMat Training

Education:           High School diploma or equivalent

Experience:         1-2 years of experience in Telecom industry or Information Technology discipline

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

The employee must frequently safely lift and/or move up to 70 pounds and occasionally lift and/or move up to 500 pounds and utilize lifting/lowering devices.

In addition, the employee must be able to work in various conditions unique to a data center environment including:

• Occasionally work at heights and confined spaces
• Regularly work in areas with hotter and colder temperatures than a normal office environment
• Regularly required to stoop, kneel, and crouch for long periods of time
• Regularly required to safely transport, ascend and descend ladders

If your position requires you to work in the field and/or warehouse, it is mandatory that you wear approved Personal Protective Equipment.