Field Services Representative

Boldyn Networks; Jersey City (NJ); On-site; USD 34,440 - 41,328; Full time

Benefits offered by this job

Hourly pay $25–$30

Annual bonus

Learning and development opportunities

Competitive benefit packages

Paid Parental Leave

Vacation starting at 15 days

10 days paid sick leave

Volunteer time off

Job summary

Boldyn Networks is seeking a Field Service Representative to support IT infrastructure across multiple campuses. You will install, configure, and troubleshoot hardware, manage accounts, and work with vendors for warranty and service needs.

The role requires strong customer service, incident response, and IT operations across Windows, macOS, and network basics. Travel to campuses may be required.

Qualifications

• 1–3 years Windows/Mac OS hardware and software support.
• Experience with a medium to large help desk environment.

Responsibilities

• Provide exceptional service to customers and respond to outages promptly.

Skills

Help Desk Level II equivalent

Windows/Mac OS support

Ticketing system experience (ServiceSo

Remote desktop support

Active Directory access/permissions

System virtualization awareness

Networking basics (TCP/IP, DHCP, DNS)

Education

Associate degree in Information Technology or closely related field

MCP, CCT, A+, Net+, or ACTC Certification

Tools

ServiceNow

System imaging tools

Office 365 admin (Exchange/SharePoint Online) support

VoIP technologies familiarity

Job description

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.

Location

New York (multiple sites). Full‑time worker on the campuses of Rider University, SUNY Maritime & SUNY Downstate.

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

Personal Attributes

• Approachability – easy to approach and spends extra effort providing exceptional customer service, seeking proactive solutions
• Action Orientation – self‑motivated, loves efficiency, driven to complete projects
• Self‑Starter – seeks out problems and solutions independently without waiting for direction
• Technical Acumen – regarded as technology generalist, able to figure things out
• Personal Learning – enjoys reading technical publications, blogs, and journals; engages in technical hobbies

Physical Requirements

Use hands to type, use power tools, stand, walk, reach with arms and hands, and may have to step over, climb, or balance around obstacles, twist, stoop, kneel, crouch, or crawl. Equipment can be heavy; may need to lift up to 75 lbs.

Other Job Considerations

• Responder Call‑Back Environment – may require availability during weekends, holidays, or outside typical business hours to respond to outages or scheduled maintenance events
• Driving and Criminal Background – must have and maintain a valid driver’s license and pass a criminal background check to work on any customer property
• Travel – occasional travel to Austin, TX for training, projects, and support of other campuses

About Us

At Boldyn Networks, we’re reimagining the future of interconnectivity. Our network solutions tackle tomorrow’s greatest challenges. We are one team across the globe, always listening, learning, and valuing different perspectives to deliver our best work.

Benefits

• 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

Equal Opportunity Statement

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