Field Support Technician

Black Box • Atlanta, GA

1d • Onsite

About The Position

Black Box Network Services, a global leader in communication system integration, is seeking a Field Service Dispatch Technician. This role involves a variety of hands-on technical tasks related to network infrastructure and telecommunications equipment. The technician will be responsible for installations, configurations, troubleshooting, maintenance, and decommissioning of network devices, cabling, and related systems. The position requires a strong customer service orientation, the ability to manage daily service operations, and effective communication with clients and internal teams. This is a mobile worker position based in the State of New York City, with potential dispatch to surrounding states (CT, NJ).

Requirements

• 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 communication skills
• Ability to explain technical issues in a way the customer will understand
• Ability to interpret a customer’s issue 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

Nice To Haves

• Knowledge of Office 365 applications such as Word, Excel

Responsibilities

• Racking and stacking of network devices
• Cable patching
• Physical layer troubleshooting
• Installing and troubleshooting Cisco and Avaya IP phones
• Performing day-to-day field installation, configuration, service, preventative maintenance, and equipment decommissions
• Managing the day-to-day service operations of installations, delivery, and deployment of technical resources
• Maintaining and enhancing a strong customer service-oriented environment focused on problem prediction, detection, and resolution
• Overseeing documentation of issues, action plans, and outcomes
• Performing technician work activities and proactively identifying and removing barriers to meeting customer expectations
• Working with the team to ensure root cause is identified, action plans are developed, and follow-up on customer issue resolution
• Escalating issues as appropriate
• Supporting the planning and tracking of projects, resource planning and allocation, and task delegation
• Performing installation and service of low voltage category cabling, fiber optic cabling, communications cabling, communication equipment, and other various low voltage related systems
• Measuring, installing, and pulling wires through conduits for all circuitries
• Evaluating, diagnosing, and troubleshooting cabling infrastructure systems and performing repairs
• Performing upgrades and additions to cabling infrastructure systems
• Patching cabling between network equipment and customer’s network
• Installing power cables from equipment to power supply in rack/cabinet/closet
• Physically installing, configuring, and testing network assets (e.g., switches, routers, firewalls, network tools & testing devices)
• Installing/swapping out devices (e.g., phone, computers, cables, boards, edge routers, switches etc.)
• Completing all hard and complex Move, Add, Change (MAC) requests within defined service levels
• Acting as an interface between customer’s associates and management
• Providing hardware break-fix services for network infrastructure
• Employing appropriate troubleshooting techniques for network performance issues
• Ensuring the data network and all related equipment are in optimal working condition
• Performing network closet clean-up, switch port optimization, and survey work
• Performing onsite call-through, data, voice, website, and security testing
• Supporting carrier testing of circuits
• Assisting with facilities efforts, including power and uninterruptable power supply (UPS) restoral, and water-related problems
• Performing back-up testing to ensure all systems are connected to the customer’s network
• Performing day-to-day field installation, configuration, service, preventive maintenance, and decommission of advanced services such as wireless
• Installing equipment and maintaining WIFI Systems, wireless routers, roof-mounted antennas, and other infrastructure and technologies
• Performing incidental and preventative maintenance on Wi-Fi equipment
• Coordinating with other Team Members within North American Commercial Services (NACS) Operations
• Informing operations management regarding procedures and/or status of work orders
• Completing required documentation in a variety of written and electronic formats
• Requesting equipment and supplies for inventory management
• Responding to emergency situations during or after hours
• Transporting tools, equipment, and supplies to client sites
• Attending meetings, workshops, training, and seminars
• Achieving performance targets established by leadership for applicable Key Performance Indicators

Benefits

• 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