Field Support Technician

Primary Roles & Responsibilities

• Manage the day-to-day service operations of the installations, delivery and deployment of technical resources within area of responsibility.
• Maintain and enhance a strong customer service-oriented environment focused on problem prediction, detection and resolution.
• Oversee documentation of issue, action plan and outcome and distribution within area of responsibility.
• Perform technician work activities and proactively identify and remove barriers to meeting customer expectations.
• Work with team to ensure root cause is identified, action plans are developed and ensure follow-up on customer issue resolution.
• Escalate issues as appropriate.
• Effectively support the planning and tracking of projects, resource planning and allocation, task delegation to accomplish project goals and objectives.
• Install and service low voltage category cabling, fiber optic cabling, communications cabling, communication equipment and other various low voltage related systems.
• Measure, install, and pull wires through conduits for all circuitries.
• Diagnose, troubleshoot cabling infrastructure systems and perform repairs as necessary.
• Upgrade and add to cabling infrastructure systems to increase functionality and usability.
• Patch cabling between network equipment and customer’s network.
• Install power cables from equipment to power supply in rack/cabinet/closet.
• Physically install, configure and test network assets (i.e. switches, routers, firewalls, network tools & testing devices) in network closets and data center network cabinets.
• Install/swap out devices (e.g., phone, computers, cables, boards, edge routers, switches etc.).
• Complete all hard and complex Move, Add Change (MAC) requests within the defined service levels.
• Act as interface between customer’s associates and management.
• Employ appropriate troubleshooting techniques for network performance issues.
• Ensure the data network and all related equipment are in optimal working condition.
• Perform network closet clean-up, switch port optimization, and survey work as needed.
• Perform onsite call-through, data, voice, website and security testing.
• Achieve performance targets established by leadership for applicable Key Performance Indicators.

Position Details

• Hourly salary based upon the level of experience & skill set
• Permanent position may be offered after a minimum of 6 months trial period
• Standard work hours: Field Dispatch work is generally Monday - Friday/Saturday and mostly daytime but some nights may be requested for project work and/or incident support work after the sites have closed for the day. Must be available for weekend project work when requested. Advance notice is given whenever possible.
• Tech must be available to be on a rotating weekly on call schedule
• Type / Location: Mobile worker / State of New York City. Technicians may also be dispatched to nearby surrounding states (CT, NJ) occasionally.

About Us

• Black Box is a leading technology solutions provider.
• Our mission is to accelerate our customers’ business by valuing relationships with our team members, clients and stakeholders.
• We remain relevant in the market and are in a superior position to help customers design, deploy and manage their IT infrastructure.
• We deliver high-value products and services through our global presence and 2,500+ team members in 24 countries and growing.
• Visit bboxservices.com to learn more.

Requirements

• Valid driver’s license and reliable vehicle with the ability to carry a 6-foot ladder
• Working smartphone to access company email and company ticketing system
• Basic cabling tools/technician tools
• Basic knowledge of Office 365 applications such as Word, Excel
• Experience in working in communications closets
• Able to safely lift heavy objects
• Knowledge of cable patching processes and procedures
• Knowledge of 66 Block and 110 Block cross connect procedures
• Basic knowledge of data communications networking
• Able to assist in troubleshooting issues
• Understanding of network terminology
• Familiarity with IP phones, switches and routers
• Good interpersonal communications skills
• Able to explain technical issues in a way the customer will understand an issue
• Able to interpret a customer’s issue in a way that will allow technician to facilitate a resolution
• High school diploma or equivalent required

About Us

• Joining Black Box means you’ll have the opportunity to work on exciting, highly visible projects with our customers.
• You’ll get to know large and small organizations across the world and work to deliver best in class IT solutions.
• You’ll be rewarded with a variety of experiences, development opportunities and exposure to some of the world's most admired companies.
• In addition to these rewarding experiences, you’ll have access to our comprehensive Total Rewards Program.
• Our program continues to evolve to meet the needs of our dynamic workforce by providing a variety of benefits which are applicable and competitive for each country & region.