Field Services Representative

We wear your colors!

Swainsboro, GA

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.

• 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

• 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.

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