Field Services Representative

## Field Services Representative Apply locations:
University of Alabama, Birmingham (Onsite) time type:
Full time posted on:
Posted 3 Days Agojob requisition :
JR1419
** We wear your colors!
**** Field Service Representative
** Birmingham, AL
*
* 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 University of Alabama at Birmingham (UAB) and University of Montevallo.
**** 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 Live Ops call center chat system
* Administer accounts in cloud-based services including Office 365 (Exchange and SharePoint Online), Drop Box for Business, and others
* Provide support for locally-installed applications on systems including MS Office applications, Adobe applications, Evernote, Mind Jet Mind Manager, 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. Service Now 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…