Primary Roles & Responsibilities:
Troubleshoot complex networking and security technologies from a variety of OEM’s including Cisco, Palo Alto, Fortinet, Juniper/HPE/Aruba, and others.
Experience with Data Center Virtualization and Storage technologies is a plus.
Strong understanding of security and privacy controls; ability to design and configure systems according to current standards.
Ability to work independently with customers to consult on and troubleshoot high difficulty technology issues and maintain an accurate issue list.
Provide systems administration training to clients.
Understand the customer environment (technical and political) and escalate issues when necessary.
Collaborate with Account Managers to identify new opportunities for cross-selling and up-selling during projects.
Participate in the modification and continual improvement of professional services project documentation and implementation processes.
Assist support technicians in troubleshooting client installations.
Continuously develop and enhance knowledge, skills, and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-sets in the products and services supported by Black Box.
Actively recommend and support efforts to improve, simplify, automate, and enhance day-to-day service delivery operations and the client experience.
Identify, research, analyze, diagnose, resolve, and close escalated technical problems in a timely and quality manner.
Perform other duties as assigned.
Knowledge, Skills, Abilities
Accountability: Understands the link between individual responsibilities and organizational goals. Proactively suggests improvements and takes personal ownership of organizational success.
Customer Focus: Demonstrates a strong concern for meeting internal and external customers' needs, considering the impact of actions on customers. Seeks creative approaches to enhance service efficiency and customer satisfaction.
Decision Making: Utilizes a combination of analysis, knowledge, experience, and judgment to make sound decisions. Identifies core problems and develops both short-term solutions and long-term strategies. Applies effective decision-making strategies during crises.
Interpersonal Relationships: Maintains professional behavior, uses tact and diplomacy, models sound judgment, and understands the impact of personal conduct on others.
Problem Solving and Critical Thinking: Approaches problems systematically, breaks down complex tasks, identifies necessary information, and seeks input from those closest to the problem.
Education / Experience Requirements
Bachelor’s degree in engineering, Information Technology, or a related field preferred; or equivalent relevant experience.
12+ years’ experience as a Deployment, support Engineer, with a background in Technology Services industries.
Certifications: CCIE, JNCIE, Palo Alto, Fortinet, or equivalent.
Automation/orchestration experience with tools such as Ansible, Python, Saltstack, Terraform, and others.
Strong proficiency in Layer 2 & 3 networking, including knowledge of industry-standard technologies and infrastructures such as cabling, LAN, WAN, SDWAN, telecommunication access methods, DNS-based Global Server Load Balancing (GSLB), and legacy networking systems.
Experience with Cloud and Virtualization technologies is preferred.
Experience with AAA applications such as ISE or Clearpass.
Strong business process and workflow design experience, with an end-to-end process mindset.
Proven ability to understand client requirements and preferences, developing creative and innovative solutions.
Excellent problem-solving skills, with a track record of success in root cause analysis.
Continuous learning and application of knowledge on technology market and industry trends, with proven success in implementing best practices and methodologies.
Supervisory Responsibility
This position does not have any direct reports.
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.
