Field Support Technician

Job Title

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…