Contigent

Black Box • Atlanta, GA

1d • Onsite

About The Position

Black Box Network Services is seeking a Field Service Dispatch Technician with a proven track record in racking and stacking network devices, cable patching, physical layer troubleshooting, and installing/troubleshooting Cisco and Avaya IP phones. This role involves day-to-day field installation, configuration, service, preventative maintenance, and equipment decommissions.

Requirements

• Proven track record in racking and stacking of network devices
• Proven track record in cable patching
• Proven track record in physical layer troubleshooting
• Proven track record in installing and troubleshooting Cisco and Avaya IP phones
• Valid driver’s license
• 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
• Proficiency in utilizing technical tools such as cable testers and fiber testers
• Experience in working in communications closets
• Ability to safely lift heavy objects
• Understanding of 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 of network terminology
• Familiarity with IP phones
• Good interpersonal communications skills
• Ability to explain technical issues in a way the customer will understand
• Ability to interpret a customer’s issue in a way that will allow technician to facilitate a resolution
• 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
• Ability to use a laptop/email/basic knowledge of Office 365 applications such as Word, Excel

Responsibilities

• Manage the day-to-day service operations of installations, delivery, and deployment of technical resources within the area of responsibility.
• Maintain and enhance a strong customer service-oriented environment focused on problem prediction, detection, and resolution.
• Oversee documentation of issues, action plans, and outcomes, and distribute them within the area of responsibility.
• Perform technician work activities and proactively identify and remove barriers to meeting customer expectations.
• Work with the team to ensure root cause is identified, action plans are developed, and follow-up on customer issue resolution.
• Escalate issues as appropriate.
• Effectively support the planning and tracking of projects, resource planning and allocation, and 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 such as Category 3, Category 5, Enhanced Category 5, Category 6, and Fiber Optic Structured Cable Distribution Systems.
• Measure, install, and pull wires through conduits for all circuitries.
• Evaluate, diagnose, and troubleshoot cabling infrastructure systems and perform repairs as necessary.
• Perform upgrades and additions to cabling infrastructure systems to increase functionality and usability.
• Patch cabling between network equipment and the 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 an 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.
• Support carrier testing of circuits.
• Assist with facilities efforts.
• Perform power and uninterruptible power supply (UPS) restoral, and address water-related problems.
• Perform back-up testing to ensure all systems are connected to the customer’s network as directed.
• Perform day-to-day field installation, configuration, service, preventive maintenance, and decommission of advanced services such as wireless.
• Install equipment and maintain WIFI Systems, wireless routers, roof-mounted antennas, and other infrastructure and technologies to provide wireless communication capabilities across clients’ networks and data computing infrastructure.
• Perform incidental and preventative maintenance on Wi-Fi equipment.
• Perform other duties as assigned by management.
• Coordinate 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 meeting 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.

Benefits

• Hourly salary based upon the level of experience & skill set
• Permanent position may be offered after a minimum of 6 months trial period

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees