Purpose of Job:
Responsible for exceptional client service by providing Tier 2 technical support through analyzing and troubleshooting technical problems and resolving complex hardware, software, network and connectivity problems via several methods (phone, e-mail, instant message, automated alarms, etc.). Investigate elevated client support issues by reviewing work completed by Tier 1, confirm the validity of the problem, research known solutions to related issue and provide advanced troubleshooting by ensuring the intricacies of the challenging issues are solved. Utilize various diagnostic tools to identify root cause of hardware, software, network and connectivity issues.
Provide thorough diagnostic and troubleshooting services to resolve client issues remotely; also performed on site for Key Accounts as designated. Escalate issues requiring onsite or Tier 3 support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity. Provide client network administration services including the management, control and monitoring of network infrastructure health, security and capacity as well as monitoring power failures, communication line alarms and network performance issues. Ensure technical support services are delivered to clients in a high quality and professional manner consistent with company initiatives, client expectations as well as internal and external SLAs.
Location: Remote - AL
Tier 2 escalation support for clients requiring advanced technical troubleshooting on hardware, software, network and connectivity issues. Identify, research, analyze, diagnose, resolve and close escalated technical problems in a quality and timely manner.
Provide comprehensive diagnostic, root cause and troubleshooting support and accurate problem resolution.
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 Tier 3 support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity.
Provide client network administration services including the management, control and monitoring of network infrastructure.
Monitor service desk tickets volume 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.
Analyze ticket data to identify and implement lessons learned, efficiencies and enhanced client service.
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.
High School Diploma required; Associates Degree in Information Technology or related, preferred.
3+ years of technical support experience in a call center environment. Technology Services or Managed Service Provider industry experience preferred.
Knowledge of Layer 2 & 3 networking standards, connectivity & security, networking technologies and infrastructures including cabling, LAN, WAN, and various telecommunication access methods.
Cisco Certified Network Professional (CCNP), Cisco Certified Network Associate (CCNA) or related certifications preferred.
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.
What's in it for You?
Black Box Network Services offers a competitive total rewards benefits package that includes medical, dental, and vision coverage, in addition to a wide variety of additional benefits like life insurance, employee assistance programs, fitness reimbursements, identity theft protection, education/scholarship programs and more!
We understand attracting great talent requires going beyond just competitive compensation and benefits. Black Box provides challenging work that creates advancement opportunities within the organization for those demonstrating desire and aptitude through their achievements. We have no shortage of opportunities. If you are looking for a business that allows for individual reward and growth, we are the place for you!
About Black Box Network Services
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.
Now more than ever, businesses rely on Black Box to deliver products that make working remotely or in expanded workspaces secure, simple, and safe.
For over forty years, Black Box has been a world-leading provider of premier IT infrastructure solutions. Today, we continue to design and manufacture award-winning products for Pro AV, KVM, cabling and networking known for their advanced functionality, flawless performance, outstanding reliability and fail-safe security. Our solutions are used every day in government, education, commercial enterprises and any other organization that requires the utmost quality and performance from their IT infrastructure.
On top of creating industry-leading products, Black Box demonstrates every day a complete commitment to providing our customers with the best technical support and service in the industry. Our award-winning, dedicated support staff works around the clock to ensure our customers’ systems are always up and running optimally. They are truly as important to the successful IT, communications and business operations of our customers as the powerful products and solutions we deliver. WE ARE HIRING!