Job Summary
We are seeking an experienced Network Technician to support and maintain enterprise network infrastructure, telecommunications equipment, and site-based IT operations. The ideal candidate will have hands-on experience with network hardware installation, racking and stacking, structured cabling, troubleshooting, and remote or on-site technical support.
The technician will respond to ServiceNow incident tickets, perform Install, Move, Add, and Change (IMAC) activities, support LAN and voice devices, and assist with maintaining reliable network connectivity across enterprise and remote locations. Experience with routing, switching, firewalls, Wi-Fi, fiber-optic cabling, and telecommunications systems is highly desirable.
Key Responsibilities
Network Infrastructure and Hardware Support
- Install, rack, stack, cable, replace, and decommission network hardware and related infrastructure.
- Perform on-site and remote maintenance of network devices and telecommunications equipment.
- Install, remove, replace, and troubleshoot switches, routers, firewalls, and other network components.
- Install and recover network patch cables and power leads.
- Identify switch ports, network circuits, and demarcation points, ensuring appropriate labeling and documentation.
- Perform IMAC activities for end-user business LAN and voice devices.
Incident Management and Troubleshooting
- Respond to and resolve network-related incidents and service requests through ServiceNow.
- Troubleshoot network connectivity, hardware failures, power issues, and equipment alarms.
- Perform ping tests, DNS lookups, and basic network connectivity diagnostics.
- Conduct visual inspections of equipment, including status lights, console error messages, power conditions, and hardware labels.
- Identify and report environmental issues in communications rooms, including cooling failures, water leaks, and other operational risks.
- Collaborate with internal support teams and telecommunications providers to restore services and minimize downtime.
- Participate in root cause analysis and post-incident reviews as required.
Cabling and Telecommunications Support
- Install, maintain, troubleshoot, and repair copper and fiber-optic cabling.
- Support Wi-Fi, Bluetooth Low Energy (BLE), and IP telephony systems.
- Assist with installation, maintenance, and troubleshooting of microwave radios, RF systems, and VSAT equipment.
- Support cellular technologies, including 4G LTE, 5G, NB-IoT, and LTE-M, as required.
- Provide smart-hands support for LoRaWAN, LPWAN, Industrial IoT (IIoT), and Operational Technology (OT) systems.
- Support specialty telecommunications systems, including CCTV, intercoms, public address and general alarm (PAGA), and fire and intrusion alarm systems.
- Assist with deploying and troubleshooting prewired solar panel and battery power systems.
Site Services, Safety, and Compliance
- Provide on-site technical support and escort third-party vendors and subcontractors when required.
- Follow established change management, risk management, work permit, and site safety procedures.
- Attend required safety training and report incidents, hazards, and operational concerns.
- Comply with information security, physical access management, audit, and operational excellence standards.
- Follow business continuity and disaster recovery procedures.
- Respond to emergency situations affecting network operations while following applicable safety requirements.
Cross-Functional Collaboration
- Coordinate with network design and engineering teams, the Global IT Service Desk, and the IT Operations Center (ITOC).
- Work with telecommunications carriers, managed service providers, and internal business units to resolve service disruptions.
- Support IT and telecommunications requirements for major capital projects, mergers, acquisitions, and divestitures.
- Assist network teams with infrastructure changes, site deployments, service restoration, and operational improvements.
Required Skills & Qualifications
- 4+ years of experience supporting and maintaining network infrastructure and network-related devices.
- Hands-on experience with network hardware installation, racking, stacking, cabling, and equipment replacement.
- Working knowledge of routing, switching, firewalls, Wi-Fi, and IP telephony.
- Experience troubleshooting LAN connectivity, power issues, network ports, and hardware failures.
- Familiarity with ServiceNow incident management and ticket resolution.
- Experience with copper and fiber-optic cabling, patch panels, and network circuit identification.
- Ability to perform basic network diagnostics, including ping tests and DNS lookups.
- Experience providing on-site technical support and smart-hands services.
- Understanding of change management, physical security, site safety, and operational procedures.
- Strong troubleshooting, communication, documentation, and collaboration skills.
Preferred Skills
- Experience with RF equipment, microwave radios, VSAT, and cellular network technologies.
- Knowledge of BLE, LoRaWAN, LPWAN, IIoT, and OT systems.
- Experience supporting remote sites and specialty telecommunications infrastructure.
- Familiarity with business continuity and disaster recovery procedures.
- Experience supporting CCTV, intercom, alarm, and other specialized communication systems.
- Relevant networking certifications, such as CompTIA Network+ or Cisco CCNA, are a plus.
Key Competencies
- Network hardware installation and maintenance
- Physical infrastructure and structured cabling
- Network connectivity troubleshooting
- Incident and change management
- Telecommunications and smart-hands support
- Site safety and compliance
- Cross-functional coordination
- Problem-solving and service restoration
