Field Support Technician

Black Box•CT, CT

27d•Onsite

About The Position

The Field Support Technician manages day-to-day installation, delivery, deployment, and service operations for technical resources in the assigned area. The role receives daily assignments from the regional Customer Operations Manager and coordinates with Black Box teams, project managers, Smart Hands, and BOA support staff. The technician performs field work while helping plan and track projects, allocate resources, delegate tasks, and meet customer expectations. The position installs, configures, tests, maintains, upgrades, troubleshoots, and decommissions low-voltage cabling and network infrastructure, including structured copper and fiber cabling, network equipment, wireless systems, and related technologies. The technician handles customer issues, break-fix work, service requests, testing, documentation, work-order updates, and coordination with operations and client teams. The position is a mobile field role serving locations in Connecticut, including Greenwich, Hartford, Stanford, and New Haven. Work is generally Monday through Friday or Saturday and mostly during daytime hours. Some nighttime project or incident work may be requested, weekend project work may be required, and the technician must participate in a rotating weekly on-call schedule. The role is hourly, with pay based on experience and skill set. A permanent position may be offered after a minimum six-month trial period.

Requirements

Five years of experience in data communications.
High school diploma or equivalent.
Valid driver's license and reliable vehicle capable of carrying a 6-foot ladder.
Working smartphone for access to company email and ticketing system.
Basic cabling or 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 local and wide area networking.
Ability to assist with troubleshooting issues and understanding of network terminology.
Familiarity with IP phones and basic knowledge of Cisco phones, switches, and routers.
Good interpersonal communication skills.
Ability to explain technical issues in terms customers can understand and interpret customer issues to facilitate resolution.
Availability for a rotating weekly on-call schedule, weekend project work when requested, and some night work for projects or incident support.

Responsibilities

Manage day-to-day service operations for installations, delivery, and deployment of technical resources in the assigned area.
Maintain a customer-service-oriented environment focused on predicting, detecting, and resolving problems; document issues, action plans, outcomes, and follow-up.
Perform technician work and remove barriers to meeting customer expectations; help identify root causes, develop action plans, follow up on customer issues, and escalate as appropriate.
Support project planning and tracking, resource planning and allocation, task delegation, and achievement of project goals.
Install and service low-voltage category, fiber-optic, and communications cabling and related systems.
Measure, install, and pull wires through conduits; evaluate, diagnose, troubleshoot, repair, upgrade, and expand cabling infrastructure.
Patch cabling between network equipment and customer networks and install equipment power cables to rack, cabinet, or closet power supplies.
Physically install, configure, and test network assets such as 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 hard and complex Move, Add, Change (MAC) requests within defined service levels.
Act 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 survey work.
Perform onsite call-through, data, voice, website, and security testing, and support carrier circuit testing.
Assist with facilities efforts, including power and UPS restoration and water-related problems.
Perform backup testing as directed to ensure systems are connected to the customer network.
Install, configure, service, maintain, and decommission advanced services such as wireless systems; maintain Wi-Fi equipment, wireless routers, roof-mounted antennas, and related infrastructure.
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 records for client SLAs.
Request equipment and supplies to maintain inventory and ensure required items are available.
Respond to emergency situations during or after hours to resolve client concerns and meet SLAs.
Transport tools, equipment, supplies, and other materials needed at client sites.
Attend meetings, workshops, training, and seminars relevant to job functions.
Meet performance targets established by leadership for applicable Key Performance Indicators.
Perform other duties as assigned by management.