Field Services Representative

Where field expertise drives service excellence.

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-orientated 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.

This position will be supporting Union College in Schenectady, New York.

What you’ll be doing

As part of the Field Services team, you’ll ensure seamless field service execution, strong stakeholder relationships, and consistent delivery of network performance objectives. It’s a role with a lot of variety, and day-to-day, you’ll mainly be involved with:

• Providing exceptional customer service, responding promptly to emergency outages, and managing onsite customer appointments within established 24-48 hour SLAs.
• Configuring, installing, deploying, and supporting laptops, desktops, monitors, printers, and other hardware across Windows, Mac OS, and potentially Linux environments, including preparing new or reclaimed equipment using system imaging tools.
• Managing help desk and escalation tickets, troubleshooting end-user issues, and resolving basic LAN/WiFi connectivity and networking issues involving TCP/IP, DHCP, DNS, and network devices.
• Administering user accounts, equipment, and access for new hires and terminations, including Office 365, Exchange and SharePoint Online, Dropbox for Business, VoIP/call center systems, and office security access codes and fobs.
• Supporting locally installed applications, including Microsoft Office, Adobe applications, Evernote, MindJet MindManager, and other business software, while providing end-user training as needed.
• Maintaining equipment inventory, monitoring and resolving equipment alarms, coordinating replenishment, and working with vendors such as Dell, Cisco, Aruba/HP, and CDW on warranty and equipment support.
• Coordinating customer installations, move-ins, conferences, special events, and other onsite activities while ensuring company policies and end-user agreements are followed.
• Completing required reporting, documentation, administrative tasks, and training while addressing customer and network escalations as needed.

What you’ll bring

Think you could make a difference here? We’re looking for a hands-on leader with technical expertise and a passion for team development. You’ll bring both operational knowledge and leadership capability to drive results from day one. You’ll also have some of the following:

• 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.
• Understanding of Active Directory user accounts, security groups, and file share permissions.
• Understanding of system virtualization and reducing hardware footprint.

Preferred qualifications:

• Basic network troubleshooting and connectivity support, including the 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.

Physical requirements

You’ll use your hands to type, use power tools. You’ll stand, walk, reach with arms and hands, and due to the need to review client sites, 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

We take the safety of our team and our customers very seriously. You must have and maintain a valid driver’s license. You must also pass a criminal background check to work on any of our customers’ properties.

Travel

You will have to travel occasionally to Austin, TX for training, projects, and other campuses to assist another department.

About us

At Boldyn Networks, we’re reimagining the future of interconnectivity. Our network solutions are solving some of tomorrow’s greatest challenges. We are one team across the globe. Always listening. Learning. We value different perspectives and challenge each other to be our best. Here, you can change lives today and create a better tomorrow.

Why work with us?

We’re large enough to deliver and maintain large-scale operations, giving you the opportunity to work on exciting projects and expand your skills. You’ll be surrounded by talented colleagues who thrive on solving problems, just like you. Together, you’ll make your mark on projects that matter and find new strengths along the way.

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

Ready to apply?

Are you ready to create an impact that will last for generations? Join us at Boldyn Networks today. Hit apply and follow the instructions to get started.

Diversity recognizes the ways we differ. Our backgrounds, perspectives and experiences are what make us unique. And it’s important to us, to our future. To build a workforce that’s representative of the societies we serve. So that we can listen, learn, and understand how to solve our customers’ problems in the smartest ways possible.

We are looking for passionate people from a range of backgrounds and welcome applications from any race, age, gender, background, or religion.