Mobile Field Technician

Job Description 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

• 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

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 Client project managers and other Client 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…