Torchora
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Key Responsibilities and Required Skills for Fault Technician

💰 $55,000 - $85,000

Information TechnologyTelecommunicationsEngineeringSkilled Trades

🎯 Role Definition

Are you a natural problem-solver with a passion for technology? As a Fault Technician, you will be the first line of defense for our critical infrastructure, playing a pivotal role in maintaining operational excellence. You will be responsible for the end-to-end management of technical faults, from initial detection and diagnosis to resolution and root cause analysis. This hands-on position requires a sharp analytical mind, a calm demeanor under pressure, and a relentless drive to restore services and ensure system reliability. You will work within our Network Operations Center (NOC) or in the field, collaborating with a team of dedicated engineers to support the technology that powers our business.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Field Service Technician
  • IT Support Specialist (Level 1/2)
  • Data Center Technician
  • Technical Support Representative

Advancement To:

  • Senior Fault Technician / Team Lead
  • Network Operations Center (NOC) Engineer
  • Systems Administrator
  • Field Service Manager

Lateral Moves:

  • Network Implementation Engineer
  • Quality Assurance (QA) Technician
  • Technical Account Manager

Core Responsibilities

Primary Functions

  • Proactively monitor the health and performance of network infrastructure, servers, and critical applications using enterprise-grade monitoring tools to detect and address anomalies.
  • Serve as the primary point of resolution for all fault investigations, applying systematic troubleshooting methodologies to accurately identify the root cause of hardware, software, and network issues.
  • Manage and prioritize a queue of incident tickets, ensuring all issues are logged, tracked, and updated in accordance with internal SLAs and ITIL best practices.
  • Perform remote diagnostics and troubleshooting on a wide range of technologies, including routers, switches, firewalls, servers, and telecommunication circuits.
  • Execute hands-on repair and replacement of faulty hardware components in data centers or at customer premises, including servers, power supplies, and network interface cards.
  • Conduct thorough root cause analysis (RCA) for major incidents, documenting findings and recommending preventative measures to mitigate the risk of future occurrences.
  • Adhere to and execute established escalation procedures, engaging senior engineers, third-party vendors, or management for complex or high-impact incidents.
  • Interpret and analyze system logs, performance metrics, and network packet captures to isolate complex and intermittent technical problems.
  • Provide clear, concise, and timely communication regarding incident status, impact, and resolution progress to all stakeholders, including management and end-users.
  • Perform diagnostics and fault isolation on physical layer infrastructure, including fiber optic and copper cabling, using tools like OTDR, VFL, and cable testers.
  • Validate system functionality and service restoration after maintenance or fault resolution, ensuring the issue is fully resolved and the system is stable.
  • Configure and deploy network equipment or software patches as part of the fault resolution process, following strict change management protocols.
  • Participate in a rotating shift schedule, including nights and weekends, to provide 24/7/365 operational support for our critical systems.
  • Safely work in a variety of environments, including data centers, telecommunication closets, and customer sites, while adhering to all safety regulations and procedures.
  • Act as a technical resource during the implementation of new systems, providing feedback on potential operational issues and supportability.

Secondary Functions

  • Develop and maintain comprehensive technical documentation, including standard operating procedures (SOPs), troubleshooting guides, and network diagrams.
  • Assist in the training and mentoring of junior technicians, sharing knowledge and fostering a collaborative team environment.
  • Participate in post-incident reviews to identify opportunities for process improvement, tool enhancement, and enhanced system resilience.
  • Support planned maintenance activities during scheduled windows, executing tasks to minimize service impact and ensure successful completion.
  • Collaborate with engineering and development teams to replicate customer-reported issues in a lab environment to aid in long-term resolution.
  • Manage equipment inventory and RMAs (Return Material Authorizations) for faulty hardware, ensuring defective parts are returned and replaced efficiently.
  • Generate and present regular reports on incident trends, system performance, and SLA compliance to technical leadership.

Required Skills & Competencies

Hard Skills (Technical)

  • Network Troubleshooting: Deep understanding of networking models (OSI, TCP/IP) and hands-on experience troubleshooting protocols like DNS, DHCP, BGP, and OSPF.
  • System Diagnostics: Proficiency in using diagnostic tools for various operating systems (Linux, Windows Server) and hardware platforms (e.g., Dell, Cisco, Juniper).
  • Physical Layer Expertise: Experience with testing and troubleshooting fiber optic and copper cabling using tools such as OTDR, light source/power meters, and TDRs.
  • Monitoring & Ticketing Systems: Hands-on experience with network monitoring platforms (e.g., SolarWinds, Nagios, Zabbix) and ITSM/ticketing software (e.g., ServiceNow, Jira, Remedy).
  • Command Line Interface (CLI): Competency in using the CLI for configuration and troubleshooting of network devices (e.g., Cisco IOS, Junos) and servers.
  • Electrical and Mechanical Aptitude: Basic knowledge of AC/DC power principles and the ability to use tools like a multimeter for fault-finding.

Soft Skills

  • Analytical Problem-Solving: A systematic and logical approach to breaking down complex problems into manageable components to find effective solutions.
  • High-Pressure Composure: The ability to remain calm, focused, and methodical while managing critical incidents and tight deadlines.
  • Excellent Communication: Strong verbal and written communication skills to clearly articulate technical issues and solutions to both technical and non-technical audiences.
  • Meticulous Attention to Detail: A commitment to accuracy in diagnostics, documentation, and reporting to prevent errors and ensure thoroughness.
  • Customer-Centric Mindset: A dedicated focus on resolving issues to the customer's satisfaction and minimizing the impact on their operations.
  • Adaptability and Eagerness to Learn: A proactive attitude towards learning new technologies and adapting to evolving processes and system architectures.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or GED, supplemented by technical certifications (e.g., CompTIA A+, Network+, CCNA) or equivalent military/vocational training.

Preferred Education:

  • Associate's or Bachelor's degree in a technical discipline.

Relevant Fields of Study:

  • Information Technology
  • Telecommunications
  • Computer Science
  • Electrical Engineering Technology

Experience Requirements

Typical Experience Range: 2-5 years of experience in a similar role, such as a NOC technician, field engineer, or IT helpdesk support.

Preferred: Direct experience in a 24/7 high-availability environment like a Network Operations Center (NOC), data center, or Internet Service Provider (ISP) is highly desirable.

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