On-Site Service Technician - AVT/Network Technology
Req Location
Folsom, CA
Requisition ID
2021-4071
Overview
The On-Site Service Technician, under the direction of the Technical Lead, but working mostly independently, provides technical support to customers through electronic dispatching, performing preventative maintenance, Move/Add/Change activity and incident response.This is a great opportunity for a self-driven candidate who thrives on working with all levels of AVT/Network technology and interacting with customers.
Website: bboxservices.com
Responsibilities
Essential Functions:
Answer all service calls in a timely manner, providing excellent customer service in a large and complex environment.
Resolves customer tickets within contractual SLA timeframes.
Updates customer ticket on a timely basis.
Audit and test functions of AVT equipment on a recurring scheduled basis.
Perform AVT Setup with direction from technical team.
Physical installation and de-installation of AVT equipment.
Troubleshoot and where necessary, disassemble and repair of AVT assets.
Rack/stack and patching of equipment in data racks.
Provided device detail information to assessment management; Disassemble and reinstall defective equipment and RMA processes
Technical end user support where necessary.
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: Audio/Visual equipment, Conferencing equipment (microphones, cameras, touch panels, etc.) and telephones in a network environment.
Order and track supplies and extra parts, carry out asset management & dispersal, and fulfill all documentation requirements for supported sites
Work with various vendors as needed to support equipment in warranty.
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
Qualifications / Requirements:
2 - 5 years' experience in providing on-site support of AVT and/or Network Systems in an enterprise IT environment
Solid Working Knowledge of MS Outlook, MS Word and MS Excel
Use of conferencing applications (Skype, MS Teams, WebEx)
Ability to set-up AVT equipment with support from technical AVT team
Ability to install Audio Visual equipment
Experience patching, troubleshooting and general support of Network technologies.
Ability to use a laptop to provide access to remote engineers to load 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 with some overtime required
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
What's in it for You?
Black Box Network Services offers a competitive total rewards benefits package that includes medical, dental, and vision coverage, in addition to a wide variety of additional benefits like life insurance, employee assistance programs, fitness reimbursements, identity theft protection, education/scholarship programs and more!
We understand attracting great talent requires going beyond just competitive compensation and benefits. Black Box provides challenging work that creates advancement opportunities within the organization for those demonstrating desire and aptitude through their achievements. We have no shortage of opportunities. If you are looking for a business that allows for individual reward and growth, we are the place for you!
About Black Box Network Services
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, 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.
