Field Support Technician

Black Box; Richmond (VA); On-site; USD 25,000 - 39,000; Full time

Job summary

Black Box is seeking a field technician to manage daily service operations for installations, deployments and coordinated support with project teams. The role covers low-voltage cabling, fiber, network devices and on-site testing while ensuring customer satisfaction and SLA adherence.

The ideal candidate will have a valid driver’s license, reliable vehicle, basic networking knowledge and experience with cable testers and Office 365 tools.

Qualifications

• Must have a valid driver’s license and reliable vehicle.
• Must be able to carry a 6-foot ladder.
• Proficient with Office 365 apps (Word, Excel).
• Experience with cable testers and fiber testers.
• Familiar with data networking concepts and IP phones.

Responsibilities

• Manage day-to-day service operations for installations and deployments.
• Coordinate with project managers and BOA teams to support services.
• Install and service low voltage cabling, fiber, and related systems.
• Diagnose, troubleshoot, and resolve network infrastructure issues.
• Document issues, actions and outcomes for SLAs and billing.
• Provide on-site support and escalate issues as needed.
• Support project planning, resource allocation, and task delegation.
• Maintain and update documentation for work orders and inventories.

Skills

Driver's license

Reliable vehicle

Smartphone

Cabling tools

Office 365

Cable testers

Fiber testers

Cisco basics

Networking basics

Customer communication

Education

High school diploma or equivalent

Tools

Cisco gear

IP phones

Job description

Job Description

Primary Roles & Responsibilities

This role reports to and receives its daily job assignments from the Customer Operations Manager in his or her region. This role will also coordinate with other groups within Black Box such as project managers, Smart Hands, and not limited to engaging with BOA project managers and other BOA 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. Oversee documentation of issue, action plan and outcome and distribution within area of responsibility.

Perform technician work activities and proactively identify and remove barriers to meeting customer expectations. Work with team to ensure root cause is identified, action plans are developed and ensure follow-up on customer issue resolution. Escalate issues as appropriate.

Effectively support the 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 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, troubleshoot cabling infrastructure systems and perform repairs as necessary.

Perform upgrades and additions to cabling infrastructure systems to increase functionality and usability.

Patching cabling between network equipment and customer’s network

Installation of 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 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

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

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 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.

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 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.

Position Details

Hourly salary based upon the level of experience & skill set

Permanent position may be offered after a minimum of 6 months trial period

Standard work hours

Field Dispatch work is generally Monday - Friday/Saturday and mostly daytime but some nights may be requested for project work and/or incident support work after the sites have closed for the day. Must be available for weekend project work when requested. Advance notice is given whenever possible.

Tech must be available to be on a rotating weekly on call schedule

Type / Location: Mobile worker / State of Virginia between cities near Richmond, Fredericksburg, Norther Virginia and Washington, DC.

Client Addendum Applies; will provide at the time of offer acceptance

About Us

Black Box is a leading technology solutions provider. Our mission is to accelerate our customers’ business by valuing relationships with our team members, clients and stakeholders. By continuously growing our knowledge, we remain relevant in the market and are in a superior position to help customers design, deploy and manage their IT infrastructure. Through our values, such as innovation, ownership, transparency, respect and open-mindedness, we deliver high-value products and services through our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of AGC Networks.

Visit bboxservices.com to learn more

Requirements

Must have valid driver’s license and reliable vehicle with the ability to carry a 6-foot ladder

Must have a working smartphone to access company email and company ticketing system

Must have basic cabling tools/technician tools

Must know how to use a laptop/email/basic knowledge of Office 365 applications such as Word, Excel

Must be proficient in utilizing technical tools such as cable testers and fiber testers.

Requires experience in working in communications closets

Must be able to safely lift heavy objects

Must understand cable patching processes and procedures

Must be familiar with 66 Block and 110 Block cross connect procedures

Must have a basic knowledge of data communications networking

Must be able to assist in troubleshooting issues

Must understand network terminology

Must be familiar with IP phone

Requires good interpersonal communications skills

Must be able to explain technical issues in a way the customer will understand an issue

Must be able to interpret a customer’s issue in a way that will allow technician to facilitate a resolution

Experience And Education

5 years of experience in data communications

Must have a basic knowledge of Cisco Phones, switches and routers

Must have a basic knowledge of local and wide area networking.

High school diploma or equivalent required