Essential Functions:
Prioritize, classify, and escalate incidents according to standard operating procedures.
Provide first-level support for both external and internal customers, identifying issues that need attention from
Engineering or product teams.
Interact with team members, management, internal departments, and business partners to maintain workflows,
escalate, and resolve customer service requests.
Deliver first-level customer service via chat, phone, and ticketing system for various product lines.
Monitor service desk ticket volume and ensure timely closure of all assigned tickets.
Achieve performance targets set by leadership for Key Performance Indicators.
Work various shifts as needed.
Perform additional duties as assigned by management.
Employee Competencies:
Excellent critical thinking skills with a proven track record in root cause analysis.
Exceptional communication skills, both verbal and written, with English being the preferred support language.
Ability to prioritize tasks based on urgency and scope.
Effective listening skills to understand client requirements.
Capability to work effectively across all functional groups, ensuring seamless client experience and timely issue resolution.
Strong organizational and time management skills to set priorities and manage multiple tasks efficiently.
Service awareness of key products and service offerings.
Willingness to train on new products to provide high-level support.
Experience Requirements:
2+ years of technical support experience in a Product Support Environment, preferably in a product company or managed service provider setting.
Product support experience in one or more of the following areas:
Copper Cabling
Fiber Cabling
KVM Switches
Video Multimedia
Datacom/Networking
Cabinet Rack Enclosures
Knowledge of video switching and routing, basic network understanding for AV over IP systems, and audio and video signal transmission.
Education Requirements:
Associate degree / Technical College or equivalent experience.
This job description outlines the key activities, duties, and responsibilities required of the employee, but it is not exhaustive. Job requirements and responsibilities may change due to business conditions or other reasons.
Black Box is an Equal Opportunity Employer. In compliance with Federal, State, and Local laws, Black Box does not discriminate based on race, color, marital status, sex, sexual orientation, religion, national origin, age, disability, veteran status, genetic information, or any other protected status. We are committed to recruiting, hiring, training, and promoting the most qualified individuals.
What’s in it for you at Black Box Network Services?
Black Box Network Services, a leading technology solutions provider, assists customers in designing, deploying, and managing their IT infrastructure with high-value products and services. Our competitive total rewards benefits package includes medical, dental, and vision coverage, along with additional benefits such as 401K, life insurance, employee assistance programs, fitness reimbursements, identity theft protection, education/scholarship programs, and more.
We recognize that attracting exceptional talent requires more than competitive compensation and benefits. Black Box offers challenging work with opportunities for advancement within the organization. If you seek a business that rewards individual achievement and growth, Black Box is the place for you!
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Skills Required
- 2+ years of technical support experience in a product support environment
- Experience supporting products in a product company or managed service provider setting
- Product support experience with copper cabling, fiber cabling, KVM switches, video multimedia, datacom/networking, or cabinet rack enclosures
- Knowledge of video switching and routing
- Basic networking knowledge for AV over IP systems
- Knowledge of audio and video signal transmission
- Associate degree, technical college education, or equivalent experience
- Strong critical thinking and root cause analysis skills
- Excellent verbal and written communication skills
- Ability to prioritize tasks and manage multiple support requests
- Strong organizational and time management skills
- Willingness to train on new products
- Ability to work various shifts
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.
