Field Services Representative

Boldyn Networks

New Jersey

On-site

USD 34,000 - 41,000

Full time

14 days+

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Benefits offered by this job

Hourly pay

Annual bonus

Learning and development opportunities

Competitive benefits

Paid parental leave

Vacation starting at 15 days

Sick leave 10 days

Volunteer days

Job summary

Boldyn Networks is seeking a Field Service Representative to join our on-site team at Rider University in Lawrence Township, NJ. You will deliver IT infrastructure support for students and staff, handle hardware installation, device imaging, and account provisioning, while ensuring service levels and end-user satisfaction.

The role requires experience with Windows/Mac, ticketing systems, cloud services, and basic networking.

Qualifications

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, ServiceNow experience preferred.
Remote desktop support.
Understands Active Directory user accounts, security groups, and file share permissions
Understands system virtualization and reducing hardware footprint

Responsibilities

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 peripherals (laptops, desktops, monitors, keyboards, printers).
Support Windows, Mac OS, and potentially Linux.
Manage tickets using the help desk ticket queue.
Track and update escalation tickets.
Maintain inventory of equipment and notify when thresholds are reached.
Prepare new/reclaimed equipment for deployment using imaging tools.
Manage accounts and equipment for new-hire/termination processes.
Coordinate with vendors for warranty support (Dell, Cisco, Aruba/HP, CDW, others).
Provide end-user training on IT topics.
Troubleshoot basic network connectivity (LAN/WiFi, TCP/IP, DHCP, DNS).
Support administration of VoIP and LiveOps chat systems.
Administer cloud accounts (Office 365, Exchange, SharePoint Online, DropBox for Business).
Support locally-installed applications (MS Office, Adobe, Evernote, MindJet MindManager).
Provide level support of network devices.
Support and administer office security system accounts (access codes, fobs).
Address end-user and network escalations.
Coordinate client activities (move-ins, conferences, events).
Monitor and retire equipment alarms.
Assist with customer install activities.
Adhere to Boldyn policies in your region.
Generate reports as required.
Attend training events as required.
Other documentation and administrative duties as requested.

Skills

Help Desk II

Windows support

Mac OS support

Remote desktop

Office 365/SharePoint

Active Directory

Networking basics

VoIP support

Education

Associate degree in IT or related field

MCP

CCT

A+ Certification

Net+ Certification

ACTC Certification

Tools

ServiceNow

Office 365

SharePoint Online

Google Workspace

Zoom

Schoology

Job description

We wear your colors!

Field Service Representative

Lawrence Township, NJ

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 Services 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 Rider University

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 andWiFiconnections, 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),DropBoxfor Business, and others
Provide support for locally-installed applications on systems including MS Office applications, Adobe applications, Evernote,MindJetMindManager, 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: