Mobile Field Technician

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
• Knowledge of using a laptop/email and basic knowledge of Office 365 applications such as Word, Excel
• Proficiency in utilizing technical tools such as cable testers and fiber testers
• Experience in working in communications closets
• Safety to lift heavy objects
• Understanding cable patching processes and procedures
• Familiarity with 66 Block and 110 Block cross connect procedures
• Basic knowledge of data communications networking
• Ability to assist in troubleshooting issues
• Understanding network terminology
• Familiarity with IP phones

Experience and Education

• 5 years of experience in data communications
• Basic knowledge of Cisco Phones, switches and routers
• Basic knowledge of local and wide area networking
• High school diploma or equivalent required

Primary Roles & Responsibilities

• Reports to and receives daily job assignments from the Customer Operations Manager in his or her region
• Coordinates with other groups within Black Box such as project managers, Smart Hands, and other Client support team members
• 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
• Maintain documentation of issue, action plan and outcome and distribute within area of responsibility
• Identify and remove barriers to meeting customer expectations
• Facilitate resolution of customer issues
• Escalate issues as appropriate
• Support planning and tracking of projects, resource planning and allocation, task delegation to accomplish project goals and objectives
• Perform installation and service of 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
• Interface between customer's associates and management
• Provide hardware break-fix services for network infrastructure
• 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
• Aid in carrier testing of circuits
• Restore power and uninterruptable power supply (UPS) restoral, water related problems
• Perform back-up testing to ensure all systems are connected to the customer's network as directed
• Day-to-day field installation, configuration, service, preventive maintenance, and decommission of advanced services such as wireless
• Install equipment and maintain WIFI Systems, wireless router, roof mounted antenna and other infrastructure and technologies to provide wireless communications capabilities across clients' networks and data computing infrastructure
• Perform incidental and preventative maintenance on Wi-Fi equipment
• Perform other duties as assigned by management
• Cook up with other Team Members within North American Commercial Services (NACS) Operations for the purpose of completing projects/work orders efficiently
• Inform operations management regarding procedures and/or status of work orders for the purpose of providing necessary information for making decisions, taking appropriate action and/or complying with OSHA regulations
• Complete required documentation in a variety of written and electronic formats according to company standards such as time reporting for billing & payroll, work order progress & completion, time and materials for client SLAs, etc.
• Request equipment and supplies for the purpose of maintaining inventory and ensuring availability of required items, as required
• Respond to emergency situations during or after hours for the purpose of resolving immediate client concerns and meet SLAs
• Transport a variety of items (e.g. tools, equipment, supplies, etc.) for the purpose of ensuring the availability of materials required at client site
• Attend meetings, workshops, training, and seminars for the purpose of conveying and/or gathering information required to perform job functions
• Achieve performance targets established by leadership for applicable Key Performance Indicators