Black Box Corporation On-Site Service Technician - PC, AV, Network technologies in Austin, Texas
Black Box has a great opportunity for an experienced On-Site Service Technician to support our Enterprise Customers! The On-Site Service Technician, under the direction of the Service Delivery Manager, but working mostly independently, provides technical support to customers through electronic dispatching, performing preventive and corrective maintenance and helping manage the customer relationship. This is a great opportunity for a self-driven candidate who thrives on working with all levels of PC, AV and Network technology and interacting with customers. https://www.bboxservices.com/
Location: Austin, TX 78728
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.
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.
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: Rack/Stack of network devices, Interconnection Fiber and Copper patching of devices, Troubleshooting network issues, 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
Essential to be able to differentiate colors.
Able and willing to lift 50 lbs.
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.
Requisition ID: 2020-3536
External Company Name: Black Box Corporation
External Company URL: www.blackbox.com
Street: 14231 Tandem Blvd