Field Services Technician - IL
Strategic Products and Services - Chicago, IL

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Works independently or in tandem with other technicians, is responsible for installing, maintaining and repairing SPS enterprise-level business communication systems.


  • Installs, maintains, repairs and programs complex data/voice convergence systems and components including the Avaya Aura Communication Manager, IP Office, Partner Edition, Server Edition and associated messaging.
  • Diagnoses complex system failures, identifies alternative solutions, and implements the appropriate corrective action(s).
  • Develops and maintains positive customer relations by ensuring that customer requests are handled in an efficient, effective and timely manner.
  • Provides technical expertise to supervisory personnel in the technical planning of installations.
  • Performs site surveys of complex facilities.
  • Supports the “out of hours” support team as necessary.
  • Attends training and meetings as required.
  • Miscellaneous duties as assigned.


Education: High School Diploma or GED. Avaya or CompTIA certifications preferred.

Experience: 3-5 years of technical support experience


Related Job Skills:
  • Ability to implement, upgrade and service voice/data communications systems including the Avaya IP Office, Partner Edition and associated messaging.
  • Ability to perform field upgrades for AVAYA equipment and associated peripheral software.
  • Demonstrated ability to utilize PC skills related to voice/data system installation and service.
  • Demonstrated ability within a "repair service" environment solving complex service problems.
  • Senior ability and technical knowledge required to diagnose complex system failures, develop alternatives and implement appropriate corrective actions.
  • Demonstrated ability to perform programming and hardware changes
  • Avaya ACS Certification preferred or equivalent work experience
  • Follow established company policies, work rules and technical procedures
  • Willingness to work overtime on various projects and assignments when required.
  • Willingness to travel for Project work if required.
  • Demonstrated ability to independently complete site surveys of complex facilities.
  • Ability to provide technical expertise to supervisory personnel in the technical planning of installations.
  • Must be able to participate in and pass Background Checks
  • Security Clearance or ability to obtain is a plus

Personal Competencies:
• Superior technical analytical skills.
• Strong interpersonal and communication skills.
• The ability to work independently and meet deadlines with minimum supervision.
• The ability to remain calm, responsive and effective “under fire”.
• Strong customer service, follow-up and organizational skills.
• Ability to work in a fast-paced, customer-service oriented environment.
• Intellectual curiosity and the desire to constantly keep up with new aspects of the technology.

Physical Requirements:
Requires good keyboard and fine motor skills. Periodic walking, prolonged standing and occasional bending, climbing, reaching and crawling will be required. Occasional need to lift up to 50 pounds.