Field Support Technician

Black Box•United States,

15d•Onsite

About The Position

The Field Support Technician manages day-to-day installation, delivery, deployment, and service operations for technical resources in an assigned area. The technician receives daily assignments from the regional Customer Operations Manager and coordinates with project managers, Smart Hands, and other Black Box and BOA support team members. This role works directly with customers, supports project planning and resource allocation, resolves service issues, and documents work and outcomes. The position performs installation, troubleshooting, repair, upgrading, maintenance, and decommissioning of low-voltage cabling and network infrastructure. Work includes structured copper and fiber cabling, circuit wiring through conduits, network equipment installation and configuration, cable patching, device replacement, network closet upkeep, testing, and support for wired and wireless services. The technician also supports facilities-related needs, carrier circuit testing, UPS and power restoration, and emergency client requests. This is a mobile field role covering locations in Virginia, including areas near Richmond, Fredericksburg, Northern Virginia, and Washington, DC. Work is generally during daytime hours Monday through Friday or Saturday, with some nights and requested weekend project work. The technician must participate in a rotating weekly on-call schedule and respond to emergencies during or after hours. The posting describes the position as hourly and says a permanent position may be offered after a minimum six-month trial period.

Requirements

Valid driver’s license and reliable vehicle capable of carrying a 6-foot ladder.
Working smartphone for access to company email and ticketing systems.
Basic cabling and technician tools.
Ability to use a laptop, email, and basic Office 365 applications such as Word and Excel.
Proficiency using technical tools such as cable testers and fiber testers.
Experience 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 and network terminology.
Ability to assist with troubleshooting issues.
Familiarity with IP phones.
Good interpersonal communication skills and ability to explain technical issues in customer-understandable terms.
Ability to interpret a customer's issue so the technician can facilitate resolution.
Five 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.
Availability for a rotating weekly on-call schedule, requested weekend project work, and some night work for projects or incident support.

Responsibilities

Manage day-to-day installation, delivery, deployment, and service operations for technical resources in the assigned area.
Receive daily job assignments from the regional Customer Operations Manager and coordinate with project managers, Smart Hands, BOA project managers, and other support team members.
Maintain a customer-service-oriented environment focused on predicting, detecting, and resolving problems; document issues, action plans, outcomes, and follow-up.
Perform technician work, identify and remove barriers to meeting customer expectations, help determine root causes, develop action plans, and escalate issues as appropriate.
Support project planning and tracking, resource planning and allocation, and task delegation to meet project goals.
Install and service low-voltage category, fiber optic, communications, and other cabling systems, including Category 3, Category 5, Enhanced Category 5, Category 6, and fiber optic structured cabling.
Measure, install, and pull wires through conduits for circuitry.
Evaluate, diagnose, troubleshoot, repair, upgrade, and add to cabling infrastructure systems.
Patch cabling between network equipment and customer networks, and install power cables between equipment and power supplies in racks, cabinets, or closets.
Physically install, configure, and test network assets, including switches, routers, firewalls, network tools, and testing devices in network closets and data center cabinets.
Install or replace devices such as phones, computers, cables, boards, edge routers, and switches.
Complete complex Move, Add, Change (MAC) requests within defined service levels.
Serve as an interface between customer associates and management.
Provide hardware break-fix services for network infrastructure and troubleshoot network performance issues.
Keep data networks and related equipment in optimal working condition; perform network closet cleanup, switch port optimization, and surveys as needed.
Perform onsite call-through, data, voice, website, and security testing; support carrier circuit testing and backup testing as directed.
Assist with facilities efforts, including power and UPS restoration and water-related problems.
Perform field installation, configuration, servicing, preventive maintenance, and decommissioning of advanced services such as wireless.
Install and maintain Wi-Fi systems, wireless routers, roof-mounted antennas, and related infrastructure; perform incidental and preventive maintenance on Wi-Fi equipment.
Coordinate with North American Commercial Services Operations team members to complete projects and work orders efficiently.
Inform operations management about procedures and work-order status, including information needed for decisions, action, and OSHA compliance.
Complete required written and electronic documentation, including time reporting, work-order progress and completion, and time and materials for client SLAs.
Request equipment and supplies as needed to maintain inventory and ensure availability.
Respond to emergency situations during or after hours to resolve client concerns and meet SLAs.
Transport tools, equipment, supplies, and other items needed at client sites.
Attend meetings, workshops, training, and seminars to convey or gather information needed for job functions.
Meet performance targets established by leadership for applicable key performance indicators.
Perform other duties assigned by management.