Field Services Representative

Boldyn Networks Italia; Stephenville (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Boldyn Networks Italia seeks a Field Service Representative for on-site work at Tarlton State University in Stephenville, TX. You will deliver hands-on IT infrastructure support, maintain hardware, and manage service requests to ensure high client satisfaction.

You will respond to outages, schedule onsite visits within SLA, and work with various vendors and cloud-based services. A strong customer-service mindset and 1–3 years of relevant experience are preferred.

Qualifications

• 1–3 years of Windows and/or Mac OS hardware/software support.
• Experience with a medium to large scale environment in a help desk role.
• MS Office support including Outlook/Exchange and SharePoint Online; familiarity with Google Workspace and Zoom.

Responsibilities

• Provide exceptional customer service and IT support onsite.
• Respond to outages and maintain 24–48 hour SLA for onsite appointments.
• Configure, install, and support hardware (laptops, desktops, monitors, keyboards, printers).
• Support Windows, macOS, and Linux where applicable; manage tickets in a help desk system.

Skills

Help Desk II

Windows/macOS

Help Desk Experience

Office 365

SharePoint Online

G Suite

Zoom

AD

Remote Desktop

Education

Associate IT Degree

Tools

ServiceNow

Remote Desktop

Job description

We wear your colors!

Field Service Representative

Stephenville, TX

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 Tarlton State 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 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 t