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
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 Georgia, Alabama, Mississippi,
Tennessee.
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