We’re Apogee. Nice to meet you. At our core, we’re a student services organization that happens to focus on IT. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets the needs of today’s technology-savvy generation.

　　We work hard, celebrate success and challenge everyone in our organization to be a problem solver. If you are as passionate as we are about the intersection of technology and education, join us today.

　　Field Service Representatives are a vital part of our client's service organization. You will provide hands-on maintenance and operational support for data, video, IP video, cable TV, IP phone network core, and distribution equipment. You’ll do all this onsite interacting daily with our customers, which means you’ll need to have a professional attitude and appearance. You’ll report directly to a regional supervisor.

　　You’ll be a full-time worker on the campus of Lyon College in Batesville, AR

　　The hourly rate for this position is $20.00 - $30.00 depending on experience.

　　Here’s your job:

　　Providing exceptional service to customers

　　Working with Apogee to address end-user and network escalations

　　Working with Apogee to coordinate client activities (e.g. move-in)

　　Responding to emergency outages promptly

　　Monitoring, investigating and retiring equipment alarms

　　Collaborating with local network partners to address escalated issues/situations (e.g. virus outbreaks)

　　Maintaining own schedule for onsite customer appointments within 24-48 hour SLA

　　Tracking and updating escalation tickets

　　Working with Apogee on customer install activities as needed

　　Seeing that Apogee’s policies and end-user agreement are upheld in your perspective region

　　Generating reports as required

　　Attending training events as required

　　Other documentation and administrative duties as requested

　　You’ll love this job if this describes you:

　　Deeply ingrained self-motivation. You’re motivated to get work done. That means that you love efficiency and are driven to complete a project.

　　Technical aptitude. Pick up on technical things quickly, and you are good at learning new products and new technologies. This specifically includes: reading blueprints, installing and configuring networking equipment, testing methodologies, and Internet connectivity troubleshooting.

　　Service to others/customers. Listen to customers (internal and external), address their needs and concerns, and keep customers informed by providing status reports and progress updates. Deliver on service commitments, meet established or agreed upon deadlines, and maintain supportive relationships with customers.

　　Taking initiative. Respond quickly and appropriately to requests that come to you from internal and external customers. Assume you’re wholly responsible for owning an issue to its conclusion (including solving the problem or escalating it in a timely manner).

　　Requirements

　　Experience we’re looking for:

　　Experience with commercial-grade networking equipment

　　Experience with fiber and copper-based, PON, DSLAMS, RF via coax, and QAM

　　Complete understanding of electrical, analog, digital, electronic, switch, and routing concepts

　　Certifications such as Net+, CCENT, CCNA, CWTS

　　Experience with Cable TV “headend” equipment

　　Associate’s Degree in a technical field with 2+ years’ experience or Four-year degree in Technology field

　　2-3 years of help desk or technical support experience

　　2-3 years of customer support experience

　　Important considerations you should review:

　　Physical requirements. You’ll use your hands to type, use power tools. You’ll stand, walk, reach with arms and hands, and due to the need to review client sites, may have to step over, climb or balance around obstacles, twist, stoop, kneel, crouch, or crawl. Our equipment can be heavy, you’ll need to lift up to 75 lbs.

　　On-call Environment: This position is on-call and may need to work weekends, holidays, or hours outside of normal/typical business hours in the event of an outage or scheduled maintenance window.

　　Travel. You will have to travel occasionally to Austin, TX for training, projects, and other campuses' to assist another department.

　　Benefits

　　Our employees enjoy benefits that make them more productive and contribute directly to the development of their professional skills. We want to be able to attract the best of the best and make sure they keep getting better so here is what we are offering:

　　An attractive salary

　　Health insurance plan including Health Savings Account matching program

　　Monthly stipend for cellular and data usage

　　Engineering and Technical teams receive cash bonuses for obtaining certifications

　　Maternity and Paternity leave

　　At Apogee, we believe education is a doorway to a fair and just society. Within our own walls, we stand committed to creating a healthy culture of diversity and inclusion, empowering one another as advocates for an inclusive workplace, and doing so transparently. Apogee employees founded three employee-led groups in 2020 including Diversity and Inclusion, Civic Awareness, and Apogee Veterans.

　　Accommodation:

　　If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Human Resources, [email protected].