Senior Internet Services Field Engineer

Job Title: Senior Internet Services Field Engineer
Location: Home based

About us:
For more than 40 years, SONIFI has provided guest technologies and professional services to help hoteliers improve guest satisfaction, simplify operations, and increase revenue. Our innovations have led the hospitality industry through many changes in guest behaviors, preferences, and technologies – and we continue to lead the way in creating more connected, smart digital hospitality experiences both now and in the future.
SONIFI’s culture of innovation enables us to be one provider who can deliver seamless guest experiences across a variety of solutions, including guest Wi-Fi and internet services, engaging interactive TV platforms, the widest entertainment offering in the industry, and smart device and system integrations.
About the Role:
The Senior Internet Services Field Engineer is responsible to facilitate, conduct, and ensure SONIFI’s Guest Internet Access (GIA) surveys, network deployments, and specialized support engagements are completed accurately, professionally, and timely. This role works cross functionally ensuring collaboration, communication and visibility for successful implementation of defined customer engagement scenarios throughout the customer lifecycle. The focus for this role includes both pre- and post-sales functions in support of the GIA Business.

Responsibilities:
• Coordinate and direct resources to effectively complete necessary work to meet departmental productivity and quality goals related to GIA surveys, deployments and specialized support assignments.
• Facilitates resolution of critical internal, project, or customer level escalations by taking ownership of issues through resolution including ensuring internal and external customers and stakeholders receive timely, thorough communication through resolution.
• Complete assigned projects, such as site surveys, installations, de-installations, upgrades, or other support assignments, within specified periods of time and within the boundaries of the project budget.
• Plan, evaluate, and improve the efficiency of business processes, skills of both internal employees as well as external sub-contractors, and procedures to enhance speed, quality, efficiency, and output with the scope of GIA surveys, deployments and specialize support assignments.
• Complete Wi-Fi signal surveying and propose topologies that are sound in design and meet defined standards. Document current network conditions accurately and propose solutions to bring network up to defined standards.
• Assists in the creation and maintenance of training and support documentation for GIA Installation Technicians, Subcontractors, Field Service and Technical Assistance Center on proper site survey, installation, configuration, and support methodologies.
• Assists in the development of guidelines and documentation for network deployment and configurations to support best practices.
• Provides on-the-job training for both internal and external technicians of all levels.
• Provide timely performance feedback and coaching to GIA/Internet Protocol-based installation technicians, subcontractors and any other SONIFI personnel involved in the survey, installation, or support process.
• Compile timely, comprehensive, and accurate reports as requested.
• Actively participate in group efforts to support customer satisfaction; work on special projects as assigned.


Required Qualifications:

• Must be able to travel throughout the United States and into Canada and Mexico up to 60% of the time.
• Must be a high school graduate or equivalent with preference of a two-year post-secondary degree with coursework in electronics, satellite communications or similar. Minimum of two years of job performance as Lead Installation Technician or equivalent industry related experience.
• Must be able to operate an RF strength meter, laptop computer, small hand tools, power tools and other specialized network and Wi-Fi analysis tools including spectrum analyzer and cable locator.
• Proficient in the use of standard office equipment, tools and software packages including the use of Fieldwire, Ekahau Survey Pro, Microsoft Word, Excel, Outlook, and PowerPoint.
• Preferred certifications include Ekahau Certified Solutions Engineer – Design (ECSE-D), Ekahau Certified Solutions Engineer – Troubleshooting (ECSE-T), Certified Wireless Network Associate (CWNA), Aruba Certified Associate – Campus Access (ACA-CA), Engineering Cisco Meraki Solutions 1 (ECMS1), Ruckus ICX Implementer (RICXI), and Ruckus Accredited SmartZone Administrator (RASZA) Exam or approved equivalent.
• Experience with and working knowledge of TCP/IP Addressing, subnetting and LAN/WAN configuration and network installation support.
• Experience with IP-based network engineering, c