What's in it for You?
Joining Black Box means you’ll have the opportunity to work on exciting, highly visible projects with our customers.  You’ll get to know large and small organizations across the world and work to deliver best in class IT solutions.  You’ll be rewarded with a variety of experiences, development opportunities and exposure to some of the world's most admired companies.  In addition to these rewarding experiences, you’ll have access to our comprehensive Total Rewards Program. Our program continues to evolve to meet the needs of our dynamic workforce by providing a variety of benefits which are applicable and competitive for each country & region.

About Black Box
Black Box is the trusted global solutions integrator and digital technology partner. With nearly 45 years of experience connecting people and devices, we are an organization of top technical professionals dedicated to delivering solutions and services that help organizations design, build, manage, and secure their communications and IT infrastructure and networks. Technologies include 5G/OnGo, connected buildings, digital workplace, multisite deployments, data centers, and IoT. 
We also design and manufacture award-winning products for Pro AV, KVM, cabling, and networking known for their advanced functionality, flawless performance, outstanding reliability and fail-safe security. We deliver high-value technology services and products through our values, such as innovation, ownership, transparency, respect and open-mindedness combined with 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, sexual identity, 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 and promote the most qualified persons into available jobs.

Primary Roles & Responsibilities:

Update customers and other stakeholders regularly on ongoing service requests Escalate and manage tickets to assure timely resolution Able to smoothly transfer information at the end of each shift with other support staff about any outstanding issues and tasks Performs research to improve service levels Ability to meet service level agreement requirements during the ticket life cycle Physical installation of desktop systems The patching cabling between network equipment and customer’s network when applicable The installation, troubleshooting and de-installing network equipment - Install/swap out devices (e.g., phone, computers, cables, boards, edge routers, switches and etc.) Provide hardware break-fix services for network infrastructure Support inventory management activities such as receiving inventory, tagging of assets, tracking spares, ordering inventory, updating inventory records, prepare and return damaged equipment Analyze, detect, identify, and correct technical problems and deficiencies Assist with staging of work for the next days shift (i.e. making patch cords, laying out cables, labeling, etc) Utilizing a Service Desk ticketing system to document work, progress, and resolutions Ensuring ticket work notes are continuously updated while being worked, and final resolution(s) provided within all completed tickets Perform safety inspections of communication rooms and equipment on a reoccurring schedule Apply problem solving skills and break down complex problems into solvable segments to triage problems as assigned Low-voltage (Copper and Fiber) cable installation and testing tasks as needed

 

Knowledge, Skills, Abilities

Requires reliable transportation and active driver’s license Must be proficient in utilizing technical tools such as cable, and fiber testers Requires experience in working in end user environments, server rooms and communications closets Must have a good understanding of M.S. Windows, and M.S. Office Suite applications Must be able to perform rack and stack activities with a knowledge of data communications networking Must understand cable patching processes and procedures Must be able to assist in troubleshooting issues and understand network terminology Must be able to safely lift heavy objects Must be able to crawl under desks and work in tight spaces  Must be willing to work shift work which could include nights and weekends

Education / Experience Requirements

High School/GED (Required) Associates Degree major in related field (Preferred) Experience Specifics (Required 5 Years): Experience in data communications Combinations of education and experience will be considered CompTIA “A+” or “Net+” Certification (Preferred) Basic knowledge of IP networking (Required) Basic knowledge of Cisco switches and routers (Preferred) Basic knowledge of local and wide area networking (Preferred) An understanding of IP phone technology (Preferred) Ticket and queue management within ServiceNow (Preferred)