Responsible for providing network and IT infrastructure support, physical layer troubleshooting, desktop support as it relates to desktops, switches, routers, and other network communication equipment at our client’s location. Performing first and second level problem diagnosis through to resolution including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines (SLAs).

Responsibilities require working with customers, subcontractors, internal technicians, and consulting personnel in a professional and corporate setting to complete assigned service request cases to the customers’ satisfaction within an aggressive SLA environment.

This position is a 12-hour shift which consists of a set schedule working 3 days one week and 4 days the next week working 6am to 6pm for each shift.

Position Details:

+ Hourly position based upon experience & skill level

+ Contract with possible contract extension or hire

+ Standard work hours: This position is a 12-hour shift which consists of a set schedule working 3 days (Sun-Tues) one week and 4 days (Sun-Wed) the next week working 6am to 6pm for each shift. There is no flexibility this schedule and if a holiday falls in line with their schedule they do work it.

+ Location: Onsite - Chandler, AZ 85248

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

+ Understanding of basic computer skills and ability to follow software installation processes.

+ Ability to meet service level agreement requirements during the ticket life cycle

+ Physical installation of desktop systems and working knowledge of Windows Operating 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

+ 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

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)

Supervisory Responsibility

This position has no direct reports.

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 blackbox.com to learn more.

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