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. 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 as well as SUNY Maritime & SUNY Downstate.

• 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 Live Ops call center chat system
• Administer accounts in cloud-based services including Office 365 (Exchange and SharePoint Online),Drop Boxfor 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

• 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 conferencing, and audio-video support.
• Understanding and familiarity with VoIP technologies.

• 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…