About the Role
The company Brava Team is seeking an entry-level on-site technical resource (Smart Hands) to join our Managed Services Engineering and Service Delivery team. In this role, you will perform essential on-site tasks, including equipment staging, installation, and troubleshooting, while working closely with our engineering and support teams. We're looking for a detail-oriented professional with strong technical skills, a customer-centric approach, and a passion for continuous learning.
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Responsibilities
As a Smart Hands resource, you will be responsible for:
- Equipment Staging – collecting and preparing equipment for remote configuration by the engineering team.
- Equipment Installation – transporting, configuring, and installing equipment at customer sites as directed.
- Onsite Troubleshooting – assisting the company’s engineering team and Level 2 helpdesk with onsite troubleshooting and/or swapping replacement equipment.
- On-Call/After Hours – being available for periodic after-hours callouts to address network or customer issues.
- Documentation Management – maintain accurate documentation for new and existing customer installations.
- Staying Current – keeping up to date with current and emerging technologies by pursuing and maintaining relevant vendor certifications.
Knowledge and Experience
- 1 year of experience, preferably in IT helpdesk or engineering.
- Technical background with a practical understanding and hands-on experience in telecommunications, cybersecurity, or IT services.
- Proficiency in technical troubleshooting and diagnostics.
- Ability to interpret network design diagrams and perform network equipment cabling.
- Certifications in Fortinet, Cisco, Microsoft 365, Teams, and 3CX are highly advantageous.
- Understands the importance of KPIs (response time, resolution time) in measuring progress, decision-making, and accountability.
- Exceptional client-facing and verbal communication skills.
- Effective organizational abilities, including attention to detail and multi-tasking.
- Excellent written communication skills.
- Strong analytical and problem-solving skills.
- Proficient computer skills, including Microsoft Office and Microsoft Teams, for documentation, reporting, collaboration, and project management.
