L3 Field Engineer - New York, NY

Job Purpose:

 The L3 Field Engineering Team Lead drives technical and operational excellence by leading complex field engineering tasks, developing team capability, and supporting the Field Engineering Manager in delivering strategic objectives. This role combines expert-level technical execution with leadership responsibilities, ensuring field teams are equipped to deliver high-quality, cost-effective services. The L3 Field Engineering Team Lead also plays a key role in maintaining engineering standards, advancing technical practices, and fostering a culture of continuous technical development.

Main Responsibilities:

Principal accountabilities of the role include, but are not limited to:

 Team Leader Duties:

•  Provides effective and exemplary leadership of team; proactively investigates and provides solutions to operational issues; leads from the front managing and resolving issues or conflicts where apparent.
• Responsible in supporting resourcing team in ensuring efficient utilisation of Field Engineering Team
• Responsible in ensuring engineers timesheets and expenses are submitted in a timely manner; review timesheets and expenses against works completed with project manager; conducts error correction; approves timesheets and expenses when complete; ensures rules and policies are always applied
• Suggests and leads process improvements within the business to drive increased service delivery and performance
• Ensure Health & Safety and Engineering QA standards are maintained within the business at all times.
• Provide QA leadership and direction to Indigo and sub-contractor engineers, define and implements field quality installation (including power and testing) standards.
• Act as the primary focal point to all Indigo customers for all Indigo QA control measures related to field deployment activities
• Identify and distribute all new QA requirements as and when they change from either a customer-based QA plan or Indigo derived internal plan.
• Create, maintain accurate records for all QA audits and corrective action plans
• Takes part in M1 escalation rota.
• Submits timely reports to Head of Global Engineering on team performance.
• Suggests and leads process improvements within the business to drive increased service delivery and performance.
• Responsible for conducting regular 1-2-1’s; maintains and updates core appraisal documentation; sets out team and individual objectives; monitors and measures performance; implements and supports improvement plans where necessary in line with company policy; assist and gain feedback on suggested improvements and personnel developments.
• Be consulted on Network Design issues and faults, across a number of technical disciplines, provides System Integration Services from within a Network Operations Environment.
• Can motivate others and control a team environment.

 Engineering Duties:

•  Provide First Line Maintenance support for Indigo Telecom Group to the current customer base
• Carry out installation and commissioning duties in both a project and maintenance environment
• Respond to all interventions in a timely manner, ensuring as far as reasonably possible that all SLA’s are met.
• Provide OOH on-call cover as required by agreed on-call rota.
• Provide the Indigo Global Service Desk with regular up-to-date information on progress of intervention.
• Provide Line Manager and relevant Project Managers with feedback regarding on-site issues.
• Complete and submit all paperwork and documentation within SLA.
• Fault Finding. Ability to receive instructions (written and/or verbal) from GSC (Indigo and/or customer) to resolve outstanding issues.
• Installation of metalwork, basket work and basic rack and stack services.
• Fibre and cable pulling, dressing, labelling and securing of same.
• Copper Cable termination including Cat "x" and E1 terminations.
• Ensure continuity, test and measurement of cable and fibre runs.
• Electrical connectivity of 240v AC and up to 48v DC to distribution panels (no power up until certification).
• Controls and Manages Risk Assessment and Method Statement documentation.
• Ensure Health & Safety and Engineering Quality standards are maintained within the business at all times.
• Develop fault diagnosis skills using OTDR testing procedures.
• Develop fault diagnosis skills using Ethernet/OSA testing procedures.
• Perform all necessary installation activities on vendor supplied products and/or supervise the sub-contracting of these activities.
• Where required, perform, manage and record SVSA’s and HSE audits.
• To ensure successful completion of all deployment activities to the customers satisfaction.
• To take ownership of assigned faults through to resolution.
• Where necessary, manage small sub projects autonomously on behalf of the project management group.

Other Key Responsibilities:

• Establish and maintain excellent working relationships.
• Comply with company & local standards, procedures & protocols with specific responsibility for performance to engineering key performance indicators.
• Ensure Health & Safety and Engineering Quality standards are maintained at all times.
• Represent Indigo Telecom Group in a professional manner at all times.
• Demonstrate flexibility to meet business requirements.
• Complete other ad hoc duties as required.

Competency:  Skills/Knowledge/Qualifications:

Essential:

• Qualified and highly experienced in physically building Telecoms Infrastructure services from plans and to Quality requirements.
• A highly experienced Commissioner who is experienced in Network commissioning thus providing network test and fault finding, leadership and mentoring to more junior members of staff, advice and input to technical designs and issues and demonstrates leadership qualities in "thinking outside the box"
• Exhibits expert-level hands-on capability and strategic technical skills including:
  • Transmission Systems (PDH / SDH / DWDM and Optical);
  • Structured Cabling Competency (Installing and maintaining structured and fibre optic cabling to technical standards).
  • IP WAN and LAN networking and VoIP
  • Knowledge and hands on experience of Testing protocols, including 10/100/1000Mbps, 10G, 40G & 100G.
  • Voice, Data and IP services/networks in public and private sectors
  • Support Systems (AC/DC power, TSC and BMS systems).
• Expert in the installation, maintenance and commissioning of Ciena, Infinera, Nokia, Juniper, and Cisco equipment, plus an in-depth knowledge of networking, optical transmission systems and IP
• Lead by example; Has a positive and willing attitude to lead from the front.
• Proven customer interface skills base on experience in similar environments.
• Excellent report writing abilities and fluent in written and spoken English.
• Able to work under pressure and positively influence others.
• PC literate, especially Microsoft Office 365 suite.
• Ability to manage own workload and meet all SLAs as required.
• Flexible approach to the role, with the ability to adapt and react to business needs.
• Full Valid Driving Licence

Working Environment:

Reactive. Working in changing environment and locations. Homebased.

At Indigo, you’ll join an inclusive culture that values diversity, integrity, and merit, empowering you to reach your full potential. We welcome candidates from all backgrounds, especially those underrepresented in our industry, including women, people with disabilities, and LGBTQ+ individuals. As a leader in the telecoms industry, Indigo offers endless opportunities for personal and professional growth in a dynamic market projected to expand from US $1657.70 billion in 2020 to US $2395.47 billion by 2027. With over two decades of experience and a presence in 90+ countries, we specialize in cutting-edge technologies like Fixed Line, 5G, Edge DC, and Subsea. Recognized as one of the UK’s top-performing privately-owned technology companies, we prioritize the well-being and growth of our employees, fostering a respectful and inclusive atmosphere with over 30 nationalities. Our commitment to sustainability and innovation ensures a brighter future. As a proud recipient of the ‘Investors in People’ Gold Award, we invest in your growth and development. Join Indigo and make a real difference in an organization that offers unparalleled opportunities at the right place and time. Embark on an exciting journey with us. At Indigo, our smart, ambitious teams are dedicated to supporting our customers. Our culture of ownership and transparency empowers our team to achieve goals and exceed customer expectations. For over twenty-five years, we’ve partnered with some of the world’s leading network carriers and hyperscalers, with a diverse talent pool we celebrate differences, inviting new ideas, creativity, collaboration, and passion from every employee. Our commitment extends beyond the present, as we cultivate and mentor the next generation to access limitless growth opportunities. At Indigo, we understand that our people are the heart of our success. We are deeply committed to nurturing a work culture that prioritizes the well-being and growth of our employees. We take pride in listening to our team and taking action to continually enhance our company’s support and enriching environment. Our diversity is our strength, coming together as one team, we foster an atmosphere of respect and inclusivity, where collaborating with individuals from various backgrounds, cultures, and thinking styles empowers us to evolve into better professionals and leaders.