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‑oriented 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.

Field Service Representative – Radford, VA.

Will also support Emory & Henry for the next 5 months.

• 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 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
• Track and update 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 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)
• Monitor, investigate, and retire equipment alarms
• Assist with customer install activities as needed
• Ensure Boldyn’s policies and end‑user agreements are upheld in your region
• Generate reports as required
• Attend training events as required
• Perform 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

• Basic network troubleshooting and connectivity support, including 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 ingrained 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…