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Technical Support Help Desk

1 month ago

Bengaluru, India Black Box Full time

Are you looking for an exciting career with a growing global company?

Company Profile:
Black Box is a trusted IT solutions provider delivering cutting-edge technology solutions and worldclass consulting services in Unified Communications, Enterprise Networking, Data Center, Digital Applications and Cyber Security. Our mission is to provide cutting-edge technology solutions, deep global resources, and world-class consulting services that accelerate customer success and drive stakeholder value.

The breadth of our global reach, continuous innovation, and depth of our expertise accelerates
customer success by bringing people, ideas, and technology together to solve real-world business
problems. Through our values, such as innovation, ownership, transparency, respect, and openmindedness, we deliver solutions, services and products to more than 8,000 clients worldwide.

These clients trust our 4000+ team members in 35+ countries who for over 45 years have been
connecting people, technology, and ideas to help accelerate their digital transformation. Satisfied
clients, including 100+ in the Fortune 500, count on our global team members who operate across
75 support centers, to drive their business innovation.

In collaboration with global technology leaders like Avaya, Aruba, Cisco, Commscope, Corning,
Extreme, Fortinet, Genesys, HPE, Juniper, Mitel, Nutanix, Palo Alto, Poly, Trend Micro, UiPath and
Verint among others, Black Box delivers domain-focused, flexible, and customized technology
solutions and seamless services that accelerate customers’ business. Corporate: www.blackbox.com

Profile: Technical Coordinator
Work Location: Bangalore
Shift Time: Rotational Shift
Experience: 3 - 5 Yrs
Work Nature: Work from Office
Office Location: Manyata Tech Park

SUMMARY
The Technical Coordinator provides exceptional support service and is a hybrid role with external
customer and internal technician front line support on Network Infrastructure, VOIP, Retail Routers
/Switches, and Wireless devices

Position focus is on flexibility, availability, adaptability, with a superior level of focus on service, and
awareness of SLAs with the expectation to exceed expectations in all areas of responsibility.
Essential Functions:

 Ensure service level agreements are maintained and exceeded.
 Manage multiple project management, ticketing, and CRM tools to ensure proper workflow of
support documentation.
 Interact with team members, management, various internal departments, business partners,
and third party organizations to maintain workflows, escalate, and ultimately resolve project
issues.
 Provide first level service via phone and WebEx for support involving different projects.
 Escalate irresolvable issues requiring Tier 2 support assistance within prescribed service
levels and procedures for problem resolution in matters of greater complexity.
 Monitor project schedules to ensure timely technician arrival and departure and update
system notes accordingly.
 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.

EDUCATION AND EXPERIENCE
 Bachelor’s degree in computer science, Information Systems, Business or related
field, or equivalent, relevant experience.
 Minimum of 3-5 years of Managed Services experience within the Network Technology
services
 Certifications in Project Management-- ITIL, ITSM Tool, PMP, Six Sigma, Agile, SCRUM
 Superior collaboration and communication skills: team building, conflict resolution,
stakeholder management, risk management, product management, negotiation & decision
making.

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