Field service technicians are the backbone of the IT and telecommunications industry, but what do they actually do? What happens in the daily life of a field service technician? As is self-explanatory, field service technicians do their work in the “field,” or any location that needs to be connected to network access, including office locations, shops, banks, hospitals, etc. Field service technicians play a crucial role in installing, maintaining, and troubleshooting the physical infrastructure that enables seamless connectivity between all of our Internet-enabled devices.
Acuative began as a company that specializes in field services back in 1984, and our field service team is a core part of our managed service offering. Acuative’s dedicated team of field service technicians is responsible for the deployment, maintenance, troubleshooting, and repair of routers, switches, cables, and other infrastructure from multiple vendors. They work on-site at various locations, ensuring that our clients’ physical networks are operating smoothly.
Installation and Deployment
Field service technicians are responsible for the installation and deployment of network infrastructure. They meticulously install and configure routers, switches, firewalls, and other network devices to establish robust and secure network connections. By following technical specifications and best practices, they ensure the network is ready for efficient operation.
Network Monitoring and Maintenance
Field service technicians continuously monitor the performance and health of physical networks. They leverage advanced network monitoring tools to track network activity, identify potential issues, and proactively address them. Regular maintenance activities, such as applying software updates, optimizing configurations, and troubleshooting problems, are crucial to keep the network running smoothly.
Troubleshooting and Issue Resolution
In the event of network disruptions or issues, field service technicians are the frontline responders. They promptly investigate, diagnose, and resolve network-related problems, minimizing downtime and ensuring uninterrupted service for clients. Their deep understanding of network protocols, hardware, and software allows them to troubleshoot issues effectively, whether they are related to connectivity, performance, or security.
Network Upgrades and Expansion
As technology advances, field service technicians play a key role in network upgrades and expansion projects for managed network service providers. They assess network requirements, plan and implement upgrades, and integrate new technologies to accommodate growing client needs. By staying up-to-date with the latest trends and innovations, they help optimize the network infrastructure for improved performance and scalability.
Client Support and Communication
Field service technicians act as the face of managed network service providers when interacting with clients and employ a customer-first mindset. They provide timely and effective support, addressing client concerns, resolving technical issues, and offering guidance. Clear and concise communication skills allow them to explain complex technical concepts to clients in a way that is easily understood, fostering strong relationships and ensuring client satisfaction.
Documentation and Reporting
Accurate documentation of network installations, maintenance activities, and issue resolutions is a crucial responsibility of field service technicians. Detailed records help track network history, provide insights for future troubleshooting, and ensure compliance with industry regulations. Additionally, technicians generate reports on network performance, service levels, and incident resolutions, facilitating informed decision-making and effective communication with clients and internal teams.
FREQUENTLY ASKED QUESTIONS
What does a field service technician do?
A field service technician in the telecom industry is responsible for the installation, maintenance, troubleshooting, and repair of network equipment and infrastructure, ensuring that networks operate smoothly and efficiently, by resolving any issues that may arise.
The day-to-day responsibilities of field service technician involve providing installation and maintenance services to voice and data networks, servers, computer systems, retail technology systems, and other network-based hardware. Being a field tech is a customer-facing job as they are the ones that must travel to customers’ sites and get an understanding of what the issue is. A less evident aspect of the job is that it requires a lot of driving and a lot of patience when things do not go as planned, but the reward of successful completion takes most of the hard work's pain out of the equation.
What makes a good field service technician?
A good field service technician possesses strong technical expertise, problem-solving skills, effective communication, attention to detail, adaptability, and a strong work ethic. A good field service technician must be ready for the challenge by preparing, learning and executing. If all else fails, it’s also important to be accepting of help and know who or what to contact for support.
“A good field service technician is someone who works with integrity and dedication to do the best possible work they can. They must be critical thinkers and find a solution to every unique problem with the resources available to them.” – Reza Sarshar, Senior Field Engineer
Why should I become a field service technician?
Field service work is challenging in many ways, and is fulfilling as a result. It is an engaging position physically, mentally, and socially. If you enjoy working with your hands, problem solving, learning new technologies and techniques, and engaging with customers, then field service work may be for you.
“Field service work is very rewarding. When you are the one that fixes the problem, or gets the customer back up and running it is an awesome feeling.” – Dave Oxley, Senior Field Engineer
Does every managed service provider have a field service team?
No, not every managed service provider (MSP) has a dedicated field service team. The presence and extent of a field service team within an MSP can vary depending on the nature and scope of their services.
Some MSPs primarily focus on remote management and support, providing services like network monitoring, software updates, and help desk assistance, without the need for on-site visits. These MSPs may rely on remote technicians or subcontractors to handle any physical tasks that require a physical presence, such as equipment installation or repairs. Having an in-house field service team allows MSPs to provide comprehensive support, offering a faster response time and greater control over service quality. Acuative offers a fully customizable end-to-end solution, complete with field services and remote support.
Why is field service important?
Field service is important because it ensures the smooth operation, maintenance, and troubleshooting of critical telecommunications and IT infrastructure. Field service technicians play a vital role in promptly addressing issues, conducting installations, and performing regular maintenance, all of which are essential for uninterrupted communication and connectivity. Their expertise and timely response minimize downtime, enhance network performance, and contribute to customer satisfaction.
There is no way around the physical aspect of the job: without physical hardware and media, there is no way for anything to work. These physical machines regularly require service and maintenance and deployment that are the foundation of everything to work. Our solutions (SD-WAN, NaaS, SASE, etc.) rely on the successful work of our field service technicians to bring full value to our customers.
Without field service technicians to install and deploy network equipment, network connectivity would not be nearly as ubiquitous as it is now in our digital era. Apply below to become a part of Acuative's field service team: