Field Services Representative

Boldyn Networks•Lawrenceville, NJ

5d•Onsite

About The Position

Boldyn Networks is seeking a customer-oriented Field Services Representative to support network infrastructure and IT services on the campus of Rider University in Lawrence Township, New Jersey. The role provides technical support to campus customers and helps ensure managed networks and services meet client expectations. This is a full-time position operating under a responder call-back model, which may require availability during weekends, holidays, or outside typical business hours for outages or scheduled maintenance. Occasional travel to Austin, Texas, for training and projects, and to other campuses to assist another department, is required.

Requirements

Skillset equivalent to a Help Desk Level II technician.
1 to 3 years of Windows and/or Mac OS hardware and software support experience.
1 to 3 years of help desk experience in a medium- to large-scale environment.
Support experience with Microsoft Office, including Outlook/Exchange and SharePoint Online, Google G-Suite, Zoom, and Schoology.
Ability to document and follow established technical procedures and best practices.
Experience managing workload with a ticketing system, including service orders and account information gathering.
Ability to provide remote desktop support.
Understanding of Active Directory user accounts, security groups, and file share permissions.
Understanding of system virtualization and reducing hardware footprint.
Valid driver’s license that must be maintained.
Ability to pass a criminal background check to work on customer properties.
Ability to lift up to 75 pounds and perform the listed physical activities, including standing, walking, reaching, and navigating around obstacles.
Availability for possible weekend, holiday, or after-hours response to outages or scheduled maintenance.

Nice To Haves

ServiceNow experience.
Basic network troubleshooting and connectivity support, including foundational knowledge of TCP/IP, VoIP, LAN, and Wi-Fi.
MCP, CCT, A+, Net+, or ACTC certification.
Associate degree in Information Technology or a closely related field.
Streaming, video conferencing, and audio-video support experience.
Familiarity with VoIP technologies.

Responsibilities

Provide exceptional customer service and respond promptly to emergency outages.
Schedule onsite customer appointments while meeting the 24–48-hour service-level agreement.
Configure, install, and support hardware and peripherals, including laptops, desktops, monitors, keyboards, and printers.
Support Windows, Mac OS, and potentially Linux systems.
Manage help desk tickets and track and update escalated tickets.
Maintain equipment inventory and notify the appropriate parties when supplies need replenishment.
Prepare new or reclaimed equipment for deployment using system imaging tools.
Manage user accounts and equipment for new-hire and termination processes.
Coordinate warranty support with vendors, including Dell, Cisco, Aruba/HP, and CDW.
Provide end-user training on relevant IT topics.
Troubleshoot basic LAN and Wi-Fi connectivity issues involving TCP/IP, DHCP, and DNS.
Support administration of VoIP phone systems and the LiveOps call center chat system.
Administer accounts in cloud services such as Office 365, Exchange and SharePoint Online, and Dropbox for Business.
Support locally installed applications, including Microsoft Office, Adobe applications, Evernote, and MindJet MindManager.
Provide required support for network devices.
Administer accounts, access codes, and fobs for an office security system.
Address end-user and network escalations.
Coordinate client activities such as move-ins, conferences, and special events.
Monitor, investigate, and retire equipment alarms.
Assist with customer installation activities as needed.
Ensure Boldyn policies and end-user agreements are upheld in the assigned region.
Generate reports and attend training events as required.
Perform documentation, administrative duties, and other requested tasks.