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On-Site Service TechnicianBlack Box Corporation
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. 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. This jo....