Deliver, monitor, maintain and configure network equipment, services and solutions needed to support client networking systems and environments. Perform day-to-day field installation, configuration, service, preventive maintenance, and decommission of dedicated and shared data infrastructure such as network equipment and/or other telecommunications and network device.
Responsibilities:
• Identify, research, analyze, diagnose, resolve and close escalated technical problems in a quality and timely manner.
• Data center/ data hall floor support
• Log file review, general network health analysis
• Analyze and monitor the performance of the network using monitoring tools (SolarWinds NPM, NCM, IPAM, Net Flow, Ping Plotter, MIB, OID)
• Respond to network outages and work with vendors to ensure smooth operation and troubleshooting
• Troubleshooting issue resolution of LAN/WAN environment both prime shifts and after hours on-call support
• Incident, Problem, Configuration and Change management
• Project work such as design, ordering equipment, configuring new equipment, lease replacements
• Providing customer support , testing network connections, equipment installation and turn-up
• Responsible for handling second level troubleshooting issues, upgrading operating systems, and planning layout for configuration systems.
• Schedule and perform maintenance and system upgrades of network infrastructure.
• Responsible for assisting Network Engineering in areas of design and configuration of switches, routers, and load balancers.
• Provide comprehensive diagnostic, root cause and troubleshooting support, accurate problem resolution and make findings available for future troubleshooting and analysis.
• Determine the need to deploy field service resources required to deliver client service requests via incident management and dispatch processes through the service desk.
• Escalate irresolvable issues requiring manufacturing or carrier services (Tier 4) support assistance within prescribed service levels and procedures to complete problem resolution.
• Monitor service desk tickets volume, identify trends in problem activity, document findings and make available for future client troubleshooting issues and ensure timely closure of all assigned tickets.
• Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.
• Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance
• Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.
• Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products & services that BBOX supports.
• Meet all financial performance objectives for area of responsibility and take corrective action as needed.
• Implement and make recommendations to improve methodologies, core competencies and processes for the service desk to ensure stable and quality product & service delivery consistent with company objectives and client expectations.
• Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal and external SLAs.
• Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience.
• Foster and contribute toward collaborative working relationships within NACS operations and across all levels and departments of the organization to execute service desk functions and company priorities.
• Achieve performance targets established by leadership for applicable Key Performance Indicators
• Perform other duties as assigned by management.
Education and Experience:
• Bachelor’s Degree in Engineering, Information Technology or related, preferred; or relevant experience.
• Experienced with Ruckus based LAN and WLAN. - Ruckus ICX-7150-48PF access switches and - Ruckus ICX-7650-48F core switches
• Experience with Sophs WAN and Firewalls
• Experience with Cisco ACI, Cisco ISE, Palo Alto firewalls, wireless 802.11 environments, Security (IPS/IDS,NAC), and F5 load balancers
• Ability to coordinate multiple vendors to support work required at remote sites
• Work history of supporting data center floor operations
• Operational understand of SD-WAN technology and solutions
• Experience with supporting Cisco Application Centric Infrastructure (ACI)
• 5+ years of technical support engineering experience in a call center environment. Technology Services or Managed Service Provider industry experience required.
• Cisco Certified Network Professional (CCNP), Cisco Certified Network Associate (CCNA), Cisco Certified Internetwork Expert (CCIE), Microsoft System Engineer (MCSE), or related certifications preferred.
• Excellent Layer 2 & 3 networking skills including strong knowledge and proficiency in industry-standard networking technologies and infrastructures including cabling, LAN, WAN, and various telecommunication access methods, DNS based Global Server Load Balancing (GSLB) theory as well as legacy networking technologies and system interdependencies. Cloud & Virtualization technologies preferred.
• Production environment experience consisting of directly managing routers, switches, global and local load balancing, SSL acceleration, HTTP compression/caching, and DNS in a high-availability infrastructure.
• End-to-end process thinker, with proven experience in business processes and workflow design.
• Service awareness of all organization’s key product and service offerings for which support is being provided.
• Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions.
• Excellent problem solving skills with demonstrated success in root cause analysis.
• Demonstrated experience of continuously expanding and leveraging knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies.
• Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.
• Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management tools such as ServiceNow and related cloud based technology systems.
Skills Required
- Bachelor's degree in Engineering, Information Technology, or a related field, or equivalent relevant experience
- Experience with Ruckus-based LAN and WLAN, including ICX-7150-48PF access switches and ICX-7650-48F core switches
- Experience with Sophos WAN and firewalls
- Experience with Cisco ACI, Cisco ISE, Palo Alto firewalls, 802.11 wireless environments, IPS/IDS, NAC, and F5 load balancers
- Ability to coordinate multiple vendors supporting remote-site work
- Experience supporting data center floor operations
- Operational understanding of SD-WAN technology and solutions
- Experience supporting Cisco Application Centric Infrastructure
- 5+ years of technical support engineering experience in a call center environment
- Experience in the Technology Services or Managed Service Provider industry
- CCNP, CCNA, CCIE, MCSE, or related certification
- Strong Layer 2 and Layer 3 networking skills, including cabling, LAN, WAN, telecommunications access methods, DNS-based GSLB, and legacy networking technologies
- Production experience managing routers, switches, global and local load balancing, SSL acceleration, HTTP compression/caching, and DNS in high-availability infrastructure
- Cloud and virtualization technology experience
- Experience with business process and workflow design
- Strong problem-solving and root-cause analysis skills
- Ability to work effectively across functional groups and resolve issues accurately and promptly
- Proficiency with Microsoft Office, Outlook, SharePoint, ERP, ServiceNow, and related cloud-based technology systems
Black Box Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Black Box and has not been reviewed or approved by Black Box.
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Healthcare Strength — Healthcare coverage is described as comprehensive, spanning medical and prescription drug coverage plus dental and vision plan options. Life and disability protections are also included, along with EAP and emergency travel assistance.
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Leave & Time Off Breadth — Time-off offerings are described as broad, including paid time off, company holidays, floating holidays, and multiple leave types such as jury duty and bereavement leave. Paid time off and benefits are also characterized as “good” in at least one recent account.
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Retirement Support — Retirement and tax-advantaged savings options include a 401(k), FSAs, and an HSA with company contributions. A company match is also cited in one instance, suggesting some employer support for retirement saving.
Black Box Insights
What We Do
Black Box is a global digital infrastructure integrator delivering network and system integration services and solutions, support services, and technology products to businesses in the United States, Europe, India, Asia Pacific, the Middle East, and Latin America and has around 4,000 professionals globally. Black Box has strong service offerings in network integration, digital connectivity infrastructure, data center build-out, modern workplace, and cybersecurity for businesses across various industries including financial services, technology, healthcare, retail, public services like airports; manufacturing, and other sectors.
