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BlackStone Networks has an outstanding reputation based on our reliable services and superior expertise. We believe in providing consistent, high quality professional services to our clients, everyday. Join our team and help us continue to reinvent the industry.

ENGINEERING

Integrated Technology Engineer (ITE)

Description:
BlackStone Networks’ is seeking an Integrated Technologies Solutions Engineer to join our highly-motivated team. The primary position is to design technical solutions for customers that our sales team identifies. This is a challenging position with several opportunities for career advancement and will require direct interaction with customers, project managers, vendors, partners and internal BlackStone Networks resources. An engaging personality is a must to be successful in this role. Candidates must have excellent communication skills. You will be responsible for designing and implementing computer, telephony, and information networks.

Responsibilities:

  • Be the lead technical resource for sales opportunities focused on deigning solutions
  • Work closely with customers to understand their requirements, perform network surveys and analysis as to map those to BlackStone Networks’ service offerings
  • Engage and manage vendor relationships that are components of solutions
  • Assist in creation of proposals, RFP responses and Scope of Work documents
  • Work with our Project Management and Engineering teams to provide pre- and post-sale support as needed to clarify service expectations, including providing diagrams, verbal explanation, and written documentation
  • Provide guidance to sales, operations, marketing and product development on industry and technical trends observed in the market
  • Meet and exceed management targets for sales opportunities
  • Ensure strong customer service and customer satisfaction
  • Independently create and complete assigned technical deliverables for projects
  • Implement local area networks (LAN), wide area networks (WAN), intranets, extranets, and other data networks
  • Install, configure, maintain, and troubleshoot customer managed hardware, software, and network devices.
  • Develop and execute test plans to ensure infrastructure and system performance
  • Enforce policies for standardizing systems
  • Achieve and maintain technical certifications in accordance with BlackStone Networks’ objectives
  • Consistently demonstrate the desire and execution towards technical excellence
  • Ability to work independently and in team environment daily
  • Ability to travel as required for onsite customer services work

Personal Attributes:

  • Ability to build and maintain strong relationships both inside and outside the organization
  • Excellent communication skills, good judgement and technical acumen
  • Strong organizational skills
  • Capability to multi-task and respond and adapt positively to change
  • Perform duties with accuracy and efficiency
  • Ability to prioritize and with strong degree of urgency to meet deadlines
  • Passion for learning and continued education
  • Willingness to do whatever it takes to get the job done
  • Proactive attitude and work ethic

Qualifications:

  • Bachelor’s Degree. in IT field or equivalent work experience required
  • Demonstrable leadership, communication and problem-solving skills
  • Strong analytical and troubleshooting skills with a keen sense of attention to detail
  • Ability to effectively utilize BlackStone Networks internal systems, tools and processes
  • Ability to manage multiple tasks/projects simultaneously
  • Strong understanding of OSI model and TCP/IP protocol fundamentals
  • CCNA/Network+ or equivalent required

VoIP experience

Integrated Technology Coordinator (ITC)

Primary Responsibilities

  • Single point of contact for all technical questions, updates and escalations related to mission critical or project oriented activity for all customers.  Tickets will still go to NOC via support@blackstonenetworks.com.  The ITC will process support tickets for SLA including response time, individuals to be updated and most importantly the global network repercussions including other aspects of the network, users and third party.
  • Responsible for reporting on ongoing Work Order Projects and mission critical outages in custom format requested by our customers.
  • Gets approval from customer decision makers as point of contact to explain scope details as needed.
  • Bridge gap between sales, provisioning, operations (engineering and architecture) and support with responsibility over all scope of initiatives.
  • POC on planning sessions at customers you are assigned to have a technical ear on medium and long term planning.
  • Communicate clearly, efficiently (per SLA) internally to customer, to third party vendors and to BlackStone employees on global initiatives ensuring that overall scope/goal/direction of the customer network and technology meet direction given by customer decision makers. 
  • POC for technical projects as well as coordination for customers, BlackStone, third party vendors including potential vendors, construction/super intendant personal, etc.
  • Ability to work seamlessly out of all customer locations as well as BlackStone office for as real time face to face interaction as possible
  • Provide statistics as needed on work load of various groups and services including but not limited to
    • Number of cases being handled per period or technician of any level
    • Usage on services such as minutes, bandwidth, etc.
    • Third party workload as applicable
    • Specific reporting requested by Houzz for internal projects.  Examples recently include specific network layouts, targeted usage on calling patterns, specific topology audits to present to third party for bids for service customer is requesting
  • Responsible for identifying, documenting and presenting process adjustments to management for approval and upon approval to implement that process adjustment. 
  • Manage and front line communicate crisis situations.
  • Identify potential customer IT improvements as directed by customers.  Handoff those options to sales.  Examples include finding alternative SIP providers, monitoring platforms, etc.
  • Coordinate projects that include internal and external technician’s onsite.  Examples include Cox install of additional SBC’s and new cube configuration
  • Act as an escort for third party vendors as needed. I.e. leading a consultant onsite for a PBX assessment.
  • Sit in on meetings as customers IT representative as needed around less technical situations.  Examples include meeting with Interactive Intelligence, Velocify, Cox, Metropolis, etc.

General Responsibilities

  • Answer calls to the support line
  • Process emails to the support mailbox
  • Open tickets from customer’s requests and assign/schedule work orders
  • Obtain approval for to assign and schedule work orders.
  • Keep customers up to date on status/progress of service tickets
  • Coordinate internally with other operations team members on various activity
  • Assure that all documentation and information is collected, entered into the system, and processed in a complete and accurate form
  • Maintain a high level of customer satisfaction
  • Attend training, meetings and other activities

 

From time to time, you will be directed by management to assist the Company with a variety of activities in support of the company’s business objectives.

Network Operations Center Technician (NOC)

Description

Are you looking to use your IT education, experience, and passion in a dynamic, growing integrated services environment?  If so, we encourage you to look into joining our growing team!  Blackstone Networks is hiring for a part-time Network Operations Center I (NOC I) Support Specialist to join our team.   We are a small but growing IT Integration company focusing on delivering a suite of IT and related technology solutions to small and medium businesses within the Orange County area.  This position will work out of our Costa Mesa, CA office.

Primary Responsibilities

  • Process a queue of support tickets across Blackstone’s customer base
  • Identify and resolve Tier I customer technical support/IT issues remotely and by phone, using a variety of diagnostic tools
  • Conduct all facets of the core job duties over the phone and/or in a remote support fashion, speaking both to non-technical and technical people to identify and resolve IT issues
  • Receive and process service requests from customer base via inbound phone calls, support inbox
  • Process service requests via Blackstone’s customized Salesforce and ServiceMax CRM/ticket management system, including
    • Ensure all service tickets are created for new requests,  “worked” and updated according to Blackstone SLA’s for completion and internal reporting
    • Assign work to internal and subcontracted field technicians and schedule job with customer and technician
    • Coordinate internal projects with techs and assure they are completed
    • Complete and close service tickets, ensuring tickets are ready for invoicing
  • Follow up with subcontracted vendors/technicians for job status and paperwork (invoices, signed work orders, installation forms) as needed related to service tickets
  • Update customers on ticket status frequently, following Blackstone’s SLA and internal work flow guidelines and expectations
  • Assist Operations team members with receiving vendor technical support by initiating vendor support phone calls
  • Assist with occasional documentation of procedures and processes
  • Coordinate internally with other operations team members on various activity
  • Establish and maintain favorable, technical relationships with customers as a qualified, friendly, high-touch service provider of Blackstone’s technology integration services
  • Call into various vendor technical support providers when needed to get hardware and software troubleshooting support
  • Assure that all documentation and information is collected, entered into the system, and processed in a complete and accurate form
  • Work synergistically in a team environment where each employee’s and the team’s overall success is directly tied to one other
  • Maintain a high level of customer satisfaction through an unwavering passion for and dedication to extraordinary service
  • Attend training, meetings and other activities
  • Provide feedback to the team regarding customer and business requirements
  • Assist Operations department with other tasks in support of the company’s objectives as directed by management

Requirements

  • 1-2 years technical experience in a helpdesk environment
  • Experience with inbound receipt of technical support requests
  • Excellent customer service skills
  • Excellent oral and written communication skills
  • Strong time management skills
  • High standard of business and ethical conduct
  • Experience managing activity within a ticketing system (or via work orders)

Preferred Experience

  • Computer desktop, laptop, mobile devices (tablets, phones, etc) OS support (Windows XP/Vista/7/8, Apple OSx, iOS)
  • Basic understanding of VOIP systems
  • Printer/Copy/Fax/Scan hardware support
  • Networking Fundamentals
  • Software support (I.E. Microsoft Office, Anti-virus, spam filtering, and security software)
  • Remote access, including LogMeIn Central, Join.Me, VPN tunneling
  • Salesforce
  • Allworx telecommunications products.  Allworx certification highly desired.
  • Wifi support
  • Back-up and recovery software

What does Blackstone Networks have to offer?

  • Professional work environment
  • Competitive compensation and flexible work environment
  • Technologically diverse product mix that allows for skill set enhancement
  • Talented and committed co-workers and management
  • Potential to go to full-time status after 90 days

Integrated Technology Provisioning Coordinator (ITC)

Description

Are you looking to use your operational and customer service education, experience, and savvy in a dynamic, growing integrated technologies solutions environment?  If so, we encourage you to contact us about joining our team!  Blackstone Networks is hiring for a full-time Provisioning Coordinator – Integrated Technologies to join our team.    We are a small but growing IT Integration company focusing on delivering a suite of IT and related technology solutions to small and medium businesses within the Orange County area.  This dynamic position will work out of our Costa Mesa, CA headquarters.

As Provisioning Coordinator, you will play a critical and exciting role in ensuring that new customer orders/projects covering a variety of IT solutions and services are tracked, scheduled, and delivered to Blackstone Networks’ end customers on time, within the sales order cost structure, and in proper working order.   The project coordinator will be the single point of contact throughout the order life cycle, with the primary goal being to provide all customers a great delivery experience no matter the size of the order.

Primary Responsibilities

  • Meet with stakeholders to transition orders from sales to provisioning
  • Verify accuracy and completeness of incoming orders, ensuring that everything is present to accept and start provisioning an order
  • Coordinate and communicate with inside and outside vendors and IT technicians and engineers to ensure work is completed, creating and assigning work orders where needed
  • Coordinate and communicate with customer contacts to ensure a smooth implementation and one where the customer is constantly updated and always knows the progress and status through all stages of the order
  • Engage various team members in operations, sales, and accounting as needed to ensure project is completed and billing is correct
  • monitoring orders as they flow through other departments to ensure tasks are completed in a timely manner.
  • Communicate with customers and internal teams on completed activity transitioning to support
  • Ensure that all project activity is implemented sensitively and with awareness of live production environments and the need to eliminate network down time or outages affecting end users
  • Identify and process change order and scope change activity appropriately
  • Document all activity on Blackstone’s CRM/ERP/order management system, ensuring all service contract, technical and other product information is tracked along with project chronology
  • Identify and escalate anything that puts an order or project in jeopardy of proper completion or billing or contractual issues
  • Manage unexpected and last minute changes to an order or project
  • Prioritize activity across queued orders and work with a sense of urgency
  • Conduct daily work with the knowledge that there is sensitive customer data exchanging hands and must be handled properly and work takes place in live IT network production environments

Additional Responsibilities

  • Adapt to each order and project in communication knowing that customers will be both non-technical and technical in nature and adjust communication accordingly as needed
  • Establish and maintain favorable relationships with customers as a qualified, friendly, high-availability coordinator of Blackstone’s technology integration solutions
  • Answer calls to the 888 support # as a backup to the Network Operations Center
  • Maintain a high level of customer satisfaction through an unwavering passion for and dedication to extraordinary service
  • Attend training, meetings and other activities
  • Provide feedback to the team regarding customer and business requirements or enhancements
  • Perform additional tasks in support of the company’s objectives as directed by management

Requirements

  • 3+ years experience coordinating or managing customer projects and/or new orders (or similar experience) in a business environment
  • 2 or 4-year college degree or job related certifications may substituted for experience
  • Significant attention to detail
  • Experience managing all project/order activity within a CRM, project, or ticketing system
  • Superb follow up and customer updating skills
  • Excellent oral and written/email communication
  • Organizational and time management skills necessary to coordinate multiple projects
  • High standard of business and ethical conduct
  • Ability to visit a customer site or meet in person with a customer, if needed

Preferred Knowledge, Skills, and Experience

  • Familiarity with how network and computer hardware, software and services intertwine to create a customer IT network
  • Success in coordinating and implementing projects and services, including but not limited to:
    • Phone service (new or transfer of DIDs/TNs and ancillary services provider-to-provider)
    • VOIP phone systems
    • Bandwidth or Internet circuits/services
    • IT hardware and software such as switches, firewalls, routers, computers, PDUs, UPS’s, computers, and related products
    • Installation of network low-voltage cabling, conduit, and hardware and software
    • All services above as occurring in an office construction environment, working with construction contacts and coordinating through a construction schedule
  • Creating, dispatching, following up on, and completing and closing work orders
  • Salesforce

What Does Blackstone Networks Have to Offer?

  • A technologically interesting, fun, and fast-paced work environment where passion for serving the customer and motivation for team members to work together to succeed drives the culture
  • Competitive compensation in a flexible work environment
  • A diverse mix of provisioning/project orders, allowing for individual skill advancement and high interest in the achievement of daily objectives
  • Committed co-workers and management team
  • Health insurance

Integrated Technology Technician (ITT)

Schedule and Job location (s)

  • 9:00 am – 6:00 pm Monday-Friday or as specified by your manager.
  • From time to time, you may have a rotating shift/schedule that may include additional hours on mornings, nights and weekends, as specified by your manager and as dictated by our customer base/scheduling needs for installations, service calls, and related activity.
  • 9 Yearly Holidays Recognized
  • 2 weeks PTO (pending verification with Ari)
  • Company paid individual health insurance (additional family insurance available)

Primary Job Duties

  • Identify and resolve customer IT support issues at various customer network locations, and remotely where applicable, using a variety of diagnostic tools, guiding users and situations through uniquely presented situations
  • Identify, Install, configure, manage, up-sell, consult on, troubleshoot, and support, in a hands-on fashion and technically, the following Blackstone supported and custom-tailored products and services, including but not limited to:
  • Windows-based servers and server administration 2003/2008/2011, including active directory environment and the ability to install, configure, and troubleshoot
  • Windows XP/Vista/7/8 OS
  • Allworx telecommunications products, including phone servers, handsets, wireless products, expansion bays, etc…
  • Telecommunications recording and reporting hardware/software, including SIP Print
  • Network cabling, patching, terminations
  • License/key upgrades
  • Microsoft Exchange, OWA, Office
  • Blackstone Managed Network (as a service)
    • Network Assessments/Audits
  • Google Apps/Postini spam filtering
  • Anti-virus and security software
  • Back-up and recovery software
  • Computer desktop, laptop, mobile devices (tablets, phones, etc)
  • Remote access, including LogMeIn Central, LogMeIn Rescue, Join.Me, VPN tunneling
  • Printer/Copy/Scanner/Fax
  • Apple OS/platform and technologies (iPad, iPhone, Apple computers)
  • Switch/Router/Firewall hardware and configuration
  • Webhosting services understanding (online and server level management of domains, SSL’s)
  • Network connectivity
  • Conduct all facets of the core job duties over the phone and/or in a remote support fashion, speaking both to non-technical and technical people to identify and resolve IT issues
  • Manage, from an administrative perspective, all service work performed via Blackstone’s customized Salesforce and ServiceMax CRM/ticket management system, ensuring all service tickets are “worked” daily and updated according to Blackstone SLA’s for completion and internal reporting – could include

Additionally, as an employee of Blackstone Networks, LLC, you will be responsible for conducting yourself in accordance with Company policies and ideologies/missions, including, but not limited to:

  • Establishing and maintaining favorable, technical relationships with customers as a qualified, friendly, high-touch service provider of Blackstone’s technology integration services
  • Proactively engaging with customers to understand, uncover, discover and outline technical shortfalls or deficiencies and promote Blackstone sales and improve client services by outlining these shortfalls and deficiencies to customers and to Blackstone in a consultative approach in the hopes of creating a new sales channel.
  • Proactively communicating to and advising the customer and back to the Company sales and management technical objectives and goals that, in general, continually attempt to move all customer environments to ‘industry approved network and technical design specs’
  • Working synergistically in a team environment where each employee’s and the team’s overall success is directly tied to one other
  • Using industry expertise and representing Company capabilities to be a key resource to recommend, design, advise, install and support Customer environments
  • Utilizing Company resources to achieve goals by planning and executing a course of action
  • Supporting and evangelizing the concept that you are the Customer’s ‘key and intricate person’ in Customer existing technology as well as future initiatives
  • Maintaining a high standard of business and ethical conduct
  • Maintaining a high level of customer satisfaction through an unwavering passion for and dedication to extraordinary service
  • Submitting all required documentation in a complete and accurate form as required by your manager
  • Attending training, meetings and other activities
  • Providing feedback regarding customer and business requirements
  • Maintaining awareness of competitive activity
  • Maintaining core and leading edge IT product and industry knowledge so as to provide the highest level of customized and relevant technical expertise possible

SALES + OPERATIONS

Outside Direct Sales

Job Mission:

  • As an Ambassador of BlackStone Networks, he/she achieves and exceeds sales targets as directed by management and proactively develops his/her client portfolio and channel partners relationships. he/she is an active participant in the daily operations of BlackStone Networks and company directives.

 

Sales Achievement

  • Consistently achieves and/or exceeds sales targets as directed by management by accurately managing a pipeline of opportunities
  • Ensure that each client receives outstanding and exceptional customer service by providing solid product knowledge, providing and meeting clear expectations and prompt with all relevant follow up
  • Adapt approach according to the client needs and motivation
  • Negotiate and handle objections with ease
  • Act as a reference and provide recommendations that are suited to each client’s needs
  • Remain current on industry and competitor news

 

Client Relationship Management

  • Cultivate new and existing client relationships through exceptional service and other company initiatives
  • Works with management to develop a plan for current clients and prospects
  • Consistently and accurately capture client data for follow-up and relationship building, effectively utilizing the tools that are available as well as providing feedback needed to enhance current system capability
  • Appropriately resolve client issues/concerns and escalate as needed to management
  • Partner with management to develop a plan to support, and participate in offsite events and networking

 

Daily Company Operations

  • Understand and comply with all security and company operational policies and procedures
  • Assist with special projects as needed

 

Key Skills:

Education

  • College degree or relevant years of experience preferred

Personal Skills/Abilities

  • Excellent interpersonal and communication skills are required
  • Strong understanding of customer service needs and customer (internal and external) priorities
  • Strong attention to detail with the ability to handle multiple tasks simultaneously with precision
  • Being an exemplary Blackstone Networks ambassador – maintaining a professional demeanor during all work-related interactions.
  • Self-starter with a team player approach

Salesforce Admin

The Salesforce Administrator position will be supporting the system on a daily basis, building reports, dashboards, customizing workflow/automation and conducting training on the system.  Excellent working environment with a fast paced, growing technology company.  Great opportunity for upward career growth.

 

Prerequisites for the position:

 

  • Salesforce experience customizing/developing the Salesforce platform.  Entry level ok, will train!
  • Experience with data management, reorganization, removing duplicate records and migrating data
  • Excellent verbal and written communication skills
  • Strong quality assurance testing and deployment skills
  • Strong problem solving, proactive thinking and analytical skills, self-motivated, independent worker.
  • Ability to troubleshoot issues

 

Position Responsibilities:

 

  • Maintains user roles and profiles, security settings and access settings
  • Understand our business model and process to configure Salesforce to fit our needs
  • Help to improve data management, including record merging, updates
  • Manage user profiles, roles, permission sets, assignment rules, and license types
  • Manage Vendors & Salesforce API partners and ongoing relationships with the Salesforce support team
  • Develop and create customized reports and dashboards requested by Management
  • Training users on newly developed features
  • Staying current with new Salesforce features and functionality

 

Location: Costa Mesa, CA

 

For consideration, please send resumes to kim@blackstonenetworks.com

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