Technical Support Engineer

The On-Site Service Technician, under the direction of the Service Delivery Manager, but working mostly independently, provides technical support to customers through electronic dispatching, performing preventive and corrective maintenance and helping manage the customer relationship. This is a great opportunity for a self-driven candidate who thrives on working with all levels of PC, AV and Network technology and interacting with customers.

Essential Functions:

Answer all service calls in a timely manner, providing excellent customer service.

Perform Network systems Setup, install image and software applications .

Rack/stack network equipment in a data rack; Install patch cables to network devices; Troubleshoot performance issues of network devices;

Provided device detail information to assessment management; reinstall defective equipment and RMA processes

Use Skype, Teams, Zoom, Blue jeans and Outlook video conference applications; Follow established equipment testing

Additional Responsibilities:

Manage user incidents routed from the Service Desk, or escalate where appropriate, ensuring the provision of a consistently high quality service and timely resolution of issues

*LAN connectivity, and additional devices/software/hardware as needed including network switches and routers, plus efficient and effective support service to on site and remote users

Perform first level and second level support

Ensure adherence to all relevant internal, external and site-specific policies, processes and Standard Operating Procedures relating to data security, the network and its applications, and account access/management

Work with various vendors as needed to support site specific services, hardware, and software

Asset management of all IT equipment on site

Carries out duties in compliance with established business policies

Responsible for exhibiting professional behavior with both internal/external business associates that reflects positively on the company and is consistent with the company’s & customer’s policies and practices

Understands and is aware of the quality consequences which may occur from the improper performance of their specific job.

Qualifications / Requirements:

Bachelor’s degree or similar qualification in Information Technology or equivalent work experience and proven background in providing end-user technical support.

Solid Working Knowledge of MS Office products, Outlook, Word, Excel.

Use of conference applications (Skype, Zoom, Blue Jeans, Outlook).

Able to install, configure and test routers and switches.

Read and understand Network Topology Diagram to assist in:

o Rack/Stack of network devices.

o Troubleshooting network issues.

o Proper label of devices and interconnection cables.

Experience troubleshooting network issues.

Ensures all solutions adhere to applicable change control requirements.

Excellent English and local language communication.

Excellent customer service skills.

Valid state issued driver’s license.

Able to pass all pre-employment screenings.

Able and willing to lift 50 lbs.

Competencies:

Team oriented - able to work in, and positively contribute to, cross functional teams

Able to learn new applications quickly, and committed to keeping knowledge and skills up to date

Good time management skills, with proven ability to prioritize and organize a demanding workload, adapting to fit the changing needs of the business

Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner

Proactive and self-motivated approach, able to work independently

Strong analytical skills and the ability to combine technical knowledge and customer support skills

Excellent communication skills (both written and verbal) and ability to relate with users, service providers, and management

Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve issues

This job description is designed to cover or contain a comprehensive listing of activities, duties, and responsibilities that are required of the employee; it is not meant to be all-inclusive for any one position. Job responsibilities and requirements are subject to change at any time due to business conditions or any other reason.

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.

Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, religion, national origin, age, disability, veteran status, genetic information,

or any other protected status, and endorses those policies and practices which seek to recruit, hire, train an