Field Services Representative

About the Role Passionate about network infrastructure? Your next role will ensure the networks we manage exceed the expectations of our clients. We’re on the lookout for a knowledgeable and customer‑oriented Field Service Representative. We touch the lives of binge‑watching, music‑loving, game‑playing, finals‑taking, seminar‑attending, class‑selecting students by providing IT infrastructure that meets the needs of today’s technology‑savvy generation. Field Service Representative – Radford, VA. Will also support Emory & Henry for the next 5 months. What you’ll be doing Provide exceptional service to customers Respond to emergency outages promptly Maintain own schedule for onsite customer appointments within 24‑48 hour SLA Configure, install, and support hardware and peripheral components such as laptops, desktops, monitors, keyboards, and printers Support systems running Windows, Mac OS, and potentially Linux Manage tickets using the help desk ticket queue Track and update escalation tickets Maintain a moderately sized inventory of equipment and provide notification when thresholds are reached to replenish supplies Prepare new equipment (or reclaimed equipment) for deployment using system imaging tools Manage accounts and equipment for new‑hire/termination processes Work with vendors concerning warranty support including Dell, Cisco, Aruba/HP, CDW, and others Provide end‑user training sessions on relevant IT topics Troubleshoot and resolve basic network connectivity issues as needed for LAN and WiFi connections, including networking components such as TCP/IP, DHCP, and DNS Support administration of VoIP phone systems and LiveOps call center chat system Administer accounts in cloud‑based services including Office 365 (Exchange and SharePoint Online), DropBox for Business, and others Provide support for locally‑installed applications on systems including MS Office applications, Adobe applications, Evernote, MindJet MindManager, and others Provide necessary level support of network devices Support and administer accounts (access codes and fobs) in an office security system Address end‑user and network escalations Coordinate client activities (e.g. move‑in, conferences, and special events) Monitor, investigate, and retire equipment alarms Assist with customer install activities as needed Ensure Boldyn’s policies and end‑user agreements are upheld in your region Generate reports as required Attend training events as required Perform other documentation and administrative duties as requested What you’ll bring Position requires skillset equivalent to a Help Desk Level II technician 1 to 3 years Windows and/or Mac OS hardware and software support 1 to 3 years of help desk experience in a medium to large scale environment Microsoft Office support, including Outlook/Exchange and SharePoint Online support, Google G‑Suite, Zoom, Schoology, and others Documenting and adhering to established technical procedures and best practices Experience managing workload with a ticketing system, including service orders and account information gathering. ServiceNow experience preferred Remote desktop support Understands Active Directory user accounts, security groups, and file share permissions Understands system virtualization and reducing hardware footprint Preferred Experience Basic network troubleshooting and connectivity support, including foundational understanding of TCP/IP, VoIP, LAN, and WiFi connections MCP, CCT, A+, Net+, or ACTC certification Associate degree in Information Technology or closely related field Streaming, video conferencing, and audio‑video support Understanding and familiarity with VoIP technologies You’ll love this job if this describes you Approachability. You’re easy to approach, and you spend extra effort in providing exceptional customer service. You look for ways to be proactive. Action Orientation. Deeply ingrained self‑motivation. You’re motivated to get work done. That means that you love efficiency and are driven to complete a project. Self‑Starter. You seek out problems and solutions on your own and don’t wait to be told what to do. Technical Acumen. Others consider you smart when it comes to technology. You’re a technology generalist, and can usually figure things out. Personal Learning. You like to read technical publications, blogs, and journals. In your own time you “geek‑out” on something technical like electronics, music, or gaming. Important considerations you should review Physical requirements. You’ll use your hands to type, use power tools, stand, walk, reach with arms and hands. Due to the need to review client sites, you may have to step over, climb or balance around obstacles, twist, stoop, kneel, crouch, or crawl. Our equipment can be heavy; you’ll need to lift up to 75 lbs. Responder Call‑Back Environment. This position operates under a responder call‑back model and may require availability during weekends, holidays, or outside typical business hours to respond to outages or scheduled maintenance events. Driving and Criminal Background. You must have and maintain a valid driver’s license and must pass a criminal background check to work on any of our customer’s properties. Travel. You will have to travel occasionally to Austin, TX for training, projects, and other campuses to assist another department. We also offer Hourly Pay: $25 – $30 Annual Bonus Learning and development opportunities Competitive benefit packages Paid Parental Leave Vacation starting at 15 days increasing with length of service 10 days paid sick leave 4 days off each year to volunteer We are an equal opportunity employer. We welcome applications from anyone of any race, age, gender, background, or religion. We are committed to building a workforce that reflects the society we serve, listening, learning, and understanding how to solve our customers’ problems in the smartest ways possible. #J-18808-Ljbffr Boldyn Networks