{"id":898762,"url":"https://alion.io/job/black-box-product-support-analyst-14","title":"Product Support Analyst","company":{"id":704481,"name":"Black Box","domain":"blackbox.com","url":"https://alion.io/company/blackbox-6","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":76,"open_postings":34,"ghost_share":0,"stale_share":0.941,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lawrence, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":46000,"max_usd":91000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":475},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-09-09T00:00:00Z","employer_posted_date":"2026-09-09","last_verified_at":"2026-10-19T23:24:30Z","board_verified":true,"closed_at":null,"days_open":41,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":41},"description":"Essential Functions:\nPrioritize, classify, and escalate incidents according to standard operating procedures.\n\nProvide first-level support for both external and internal customers, identifying issues that need attention from\n\nEngineering or product teams.\nInteract with team members, management, internal departments, and business partners to maintain workflows,\n\nescalate, and resolve customer service requests.\n\nDeliver first-level customer service via chat, phone, and ticketing system for various product lines.\n\nMonitor service desk ticket volume and ensure timely closure of all assigned tickets.\n\nAchieve performance targets set by leadership for Key Performance Indicators.\n\nWork various shifts as needed.\n\nPerform additional duties as assigned by management.\n\nEmployee Competencies:\nExcellent critical thinking skills with a proven track record in root cause analysis.\n\nExceptional communication skills, both verbal and written, with English being the preferred support language.\n\nAbility to prioritize tasks based on urgency and scope.\n\nEffective listening skills to understand client requirements.\n\nCapability to work effectively across all functional groups, ensuring seamless client experience and timely issue resolution.\n\nStrong organizational and time management skills to set priorities and manage multiple tasks efficiently.\n\nService awareness of key products and service offerings.\n\nWillingness to train on new products to provide high-level support.\n\nExperience Requirements:\n2+ years of technical support experience in a Product Support Environment, preferably in a product company or managed service provider setting.\n\nProduct support experience in one or more of the following areas:\n\nCopper Cabling\n\nFiber Cabling\n\nKVM Switches\n\nVideo Multimedia\n\nDatacom/Networking\n\nCabinet Rack Enclosures\n\nKnowledge of video switching and routing, basic network understanding for AV over IP systems, and audio and video signal transmission.\n\nEducation Requirements:\nAssociate degree / Technical College or equivalent experience.\n\nThis 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.\nBlack 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.\nWhat’s in it for you at Black Box Network Services?\nBlack 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.\nWe recognize that attracting exceptional talent requires more than competitive compensation and benefits. Black Box offers challenging work with opportunities for advancement within the organization. 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