Structured Cabling and IT Support Technician

Job Summary:

We are seeking a versatile and skilled individual to fill the role of Structured Cabling and IT Support Technician. In this role, the successful candidate will be responsible for providing onsite and remote support for a variety of technologies, encompassing both IT support and low voltage wiring tasks. This multifaceted position requires a strong background in low voltage wiring technologies, including structured cabling, termination of various cables, troubleshooting connectivity issues, and implementing support structures for IP devices. Additionally, the candidate will be expected to handle IT-related responsibilities, including technical support for access points, firewalls, switching, network-level troubleshooting, and remote access solution implementation.

Essential Duties and Responsibilities:

Low Voltage Wiring:

• Pull and route structured low voltage cables in commercial environments, ranging from large wiring projects to individual wiring runs.
• Terminate various wiring, including Cat 5e/6, Coax, Fiber.
• Dress and terminate distribution frames (66 or 110 blocks, patch panels).
• Design, implement, and maintain structured cabling solutions.
• Test and label all wire runs, troubleshooting connectivity issues.
• Install and mount IP devices connecting to the network, such as Wireless AP, Cameras, and speakers.
• Install support structures for solutions, including racks, J-Hooks, conduits, etc.
• Document systems, conduct reviews, and make recommendations.

IT Support:

• Provide technical support for technical support for access points, firewalls, switching, network-level troubleshooting, and remote access solution implementation.
• Support disaster recovery solutions.
• Address technical issues at the network level, including WAN and LAN connectivity, routers, firewalls, and security.
• Implement and support remote access solutions such as VPN, Terminal Services, and Citrix.
• Maintain system documentation in our ticketing system.
• Communicate with customers, keeping them informed of incident progress and notifying them of changes or agreed outages.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Work effectively in a team and communicate efficiently.
• Escalate service and project issues when necessary.
• Maintain business awareness, understanding how IT relates to customer business strategy.
• Continuously improve and increase abilities and efficiency.

Knowledge, Skills, and/or Abilities Required:

• Proficiency in low voltage wiring technologies, including Cat 5e, Cat 6, Fiber, Coax, and multimedia wiring.
• Ownership of basic telecom tools: punch down, snips, wire strippers, cordless drill, hard hat, boots, safety glasses, etc.
• Interpersonal skills, including telephony, communication, active listening, and customer care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness, matching resources to technical issues appropriately.
• Service awareness of all organization’s key IT services.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.
• Minimum 2 years’ experience in a related field.