Product Support Specialist — Technical Helpdesk & RCA

Black Box; Pennsylvania; On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401K

Life insurance

Employee assistance program

Fitness reimbursements

Identity theft protection

Education/scholarship programs

Job summary

Black Box Network Services in Pennsylvania seeks a capable technical support specialist to provide first-level assistance for Copper/Fiber cabling, KVM switches, video multimedia, and Datacom/Networking. You will work with engineering and product teams to triage, escalate, and resolve customer inquiries across chat, phone, and ticketing channels.

The role emphasizes critical thinking, excellent communication, and cross-functional collaboration, with opportunities to grow within a technology

Qualifications

• 2+ years of technical support in a Product Support Environment
• Experience with copper/fiber cabling, KVM switches, video multimedia, and datacom/networking
• Familiarity with AV over IP systems and audio/video signal transmission
• Associate degree or technical college or equivalent experience

Responsibilities

• Prioritize, classify, and elevate incidents according to SOPs
• Provide first-level support for external and internal customers
• Interact with teams to maintain workflows, escalate, and resolve service requests
• Deliver first-level customer service via chat, phone, and ticketing system
• Monitor service desk ticket volume and ensure timely closure
• Achieve KPIs as set by leadership
• Work various shifts as needed
• Perform additional duties as assigned by management

Skills

Critical thinking

Verbal & written communication

Prioritization

Listening

Cross-functional collaboration

Time management

Customer service

Education

Associate degree / Technical College

Tools

Copper Cabling

Fiber Cabling

KVM Switches

Video Multimedia

Datacom/Networking

Cabinet Rack Enclosures

Video switching & routing

Job description

Black Box Network Services in Pennsylvania seeks a capable technical support specialist to provide first-level assistance for Copper/Fiber cabling, KVM switches, video multimedia, and Datacom/Networking. You will work with engineering and product teams to triage, escalate, and resolve customer inquiries across chat, phone, and ticketing channels.

The role emphasizes critical thinking, excellent communication, and cross-functional collaboration, with opportunities to grow within a technology