Black Box has an opportunity for a remote Technical Support Representative to support our clients within the after hours team (nights/weekends).
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.