Field Service Representative I

Boldyn Networks US Operations LLC; United States; On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Hourly Pay

Annual Bonus

Learning and development opportunities

Competitive benefit packages

Paid Parental Leave

Vacation starting at 15 days

10 days paid sick leave

Volunteer days

Job summary

Boldyn Networks seeks a Field Service Representative for Harrisonburg, VA on James Madison University campus. You will install, configure, and support hardware and software for students and staff, ensuring service levels and security controls are met.

You'll work with Windows, Mac OS, and Linux as needed, manage tickets, and coordinate with vendors. ITAR compliance requires U.S. person status and background checks. Occasional travel to Austin may be required.

Qualifications

• 2+ years in a mid/large scale help desk environment.
• Proficient in Windows and Mac OS support.
• Experience with Office 365, Exchange, and SharePoint Online.

Responsibilities

• Provide exceptional customer service and resolve incidents promptly.
• Respond to outages and manage on-site support within SLA.
• Configure and support laptops, desktops, monitors, keyboards, and printers.

Skills

Help Desk II

Windows

Mac OS

Office 365

Remote Desktop

TCP/IP

VoIP

Customer service

Education

Associate degree in Information Technology

IT certifications encouraged

Tools

ServiceNow

Remote Desktop

Job description

We wear your colors! Field Service Representative Harrisonburg, VA

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. We are One Team and challenge everyone in our organization to be a problem solver. If you are as passionate as we are about the intersection of technology and education, join us today. You’ll be a full-time worker on the campus of James Madison University. This position supports a client site subject to International Traffic in Arms Regulations (ITAR). In order to access controlled technical data and systems, candidates must be able to comply with ITAR requirements. As defined by ITAR, this requires U.S. person status (U.S. citizen, U.S. national, lawful permanent resident or asylee/refugee) from the U.S. government.

What you’ll be doing:

• Providing exceptional service to customers
• Responding to emergency outages promptly
• Maintaining own schedule for onsite customer appointments within 24-48 hour SLA
• Configure, install, and support a variety of 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
• Tracking and updating 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 in matters 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)
• Monitoring, investigating, and retiring equipment alarms
• Assist with customer install activities as needed
• Seeing that Boldyn’s policies and end-user agreement are upheld in your perspective region
• Generating reports as required
• Attending training events as required
• 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 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.

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 engrained 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. 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 customer’s 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

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. As we continue to grow, more opportunities to join are becoming available and we're constantly on the lookout for talented people who want to be a part of our journey. If you don't see a suitable role that matches your skills and experience, but you would like us to consider you for future vacancies then why not Introduce yourself? Boldyn Networks is one of the world’s largest neutral host providers, delivering the advanced shared network infrastructure needed for a smart, inclusive, and sustainable future. From interconnected transit, venues and enterprises to smart cities and next-generation networks, we enable new possibilities in the way people live, work and play Our employees describing Boldyn Networks in one word...