Essential Functions:

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

· Perform PC Setup, install image and software applications; Disassemble and repair of assets; and the basic setup of IT devices

· 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; Disassemble and reinstall defective equipment and RMA processes

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

· Assist users with making call, meeting, test, search for conference room, search Global address book and so forth.

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

· Perform first and second level support for the following: PC configuration (desktops and laptops), VPN connections, PC software (site-specific and enterprise), peripherals, LAN connectivity, and additional devices/software/hardware as needed (i.e. printers, copiers, mobile devices, A/V equipment), plus efficient and effective support service to on site and remote users

· Setup new users and support resources of terminated users

· Perform first level and second level support

· Basic Active Directory administration (i.e. account changes and permissions)

· 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

· Order and track supplies, carry out asset management & dispersal, and fulfill all documentation requirements for supported sites

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

· Asset management of all IT equipment on site

· Basic support of site-specific ERP, CRM, or database systems.

· 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 equivalent qualification in Information Technology or similar, plus 2 – 5 years' experience in providing end-user technical support

· Experience in supporting desktop applications in LAN environment

· Experience with Windows XP, 7, and 10

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

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

· Able to image/set up PC devices

· Able to install, configure and test routers and switches.

· Ability to install Audio Visual equipment

· Knowledge of anti-virus / anti-malware programs

· Experience Building/imaging computers, Wiring / Cabling and Network technologies

· Read and understand Network Topology Diagram to assist in:

a Rack/Stack of network devices

b.      Interconnection Fiber and Copper patching of devices

c.      Troubleshooting network issues

d.      Proper label of devices and interconnection cables

· Working knowledge of the following technologies: Active Directory user functions (ADS & Exchange)

· Experience troubleshooting network issues.

· Understanding of backbone and horizontal cabling design

· Understanding of industry infrastructure standards

· Troubleshoot network copper of fiber cabling

· Ability to terminate copper or fiber cabling

· Maintain proper labeling of devices and interconnection cables

· Ability to use a laptop to provide access to remote engineers to load set configurations on equipment

· Creative and solutions driven, within the realms of the role, to produce solutions in support of customer service level agreements

· Ensures all solutions adhere to applicable change control requirements

· Able to work Mon-Fri 8-5pm; required OT afterhours; 2% of the time a weekend call.  On call after hours.

· 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

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, gender 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.