Field Services Representative

Boldyn Networks Italia; City of Schenectady (NY); On-site; USD 42,000 - 70,000; Full time

Job summary

Boldyn Networks Italia is seeking a Field Services Representative to support Union College in Schenectady, NY. The role focuses on delivering reliable IT infrastructure services and maintaining strong customer relationships across multiple sites.

You will configure and support devices, manage tickets, and coordinate with vendors for on-site installations and outages. A hands-on leader with event and workload management will excel in this role.

Qualifications

• Hands-on IT support for Windows and Mac OS environments.
• Experience with medium to large scale help desk operations.
• Familiarity with Office 365, Exchange and SharePoint Online.
• Ticketing and incident management experience, ServiceNow preferred.

Responsibilities

• Provide exceptional customer service and respond to outages within 24–48 hour SLAs.
• Configure, install, deploy, and support laptops, desktops, monitors, and printers across Windows, Mac OS, and Linux.
• Troubleshoot LAN/WiFi, TCP/IP, DHCP, DNS, and network devices; manage end-user issues.
• Administer user accounts and access (Office 365, Exchange, SharePoint Online, Dropbox for Business, VoIP).
• Support locally installed apps and provide end-user training as needed.
• Maintain equipment inventory and coordinate with vendors for warranties and support.
• Coordinate installations, move-ins, events, and on-site activities with policy compliance.
• Complete reporting and documentation; address escalations promptly.

Skills

Help Desk Level II

Windows support

Mac OS support

Linux support

Active Directory

Office 365 support

SharePoint Online

VoIP knowledge

Network troubleshooting

Remote desktop support

Ticketing system

ServiceNow

System imaging tools

Education

Associate degree in Information Technology

MCP

A+ / Net+ / ACTC Certifications

Tools

Office 365

Exchange

SharePoint Online

Dropbox for Business

VoIP systems

System imaging tools

Job description

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.