Field Services Representative (Part-Time)

Boldyn Networks•Pensacola, FL

7d•Onsite

About The Position

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 Services 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 part-time worker in on the campus of University of West Florida (Pensacola) and Coastal Alabama Community College. 20-25 hours a week depending on workload.

Requirements

Experience with commercial-grade networking equipment
Experience with fiber and copper-based, PON, DSLAMS, RF via coax, and QAM
Complete understanding of electrical, analog, digital, electronic, switch, and routing concepts
Certifications such as Net+, CCENT, CCNA, CWTS
Experience with Cable TV “headend” equipment
Associate’s Degree in a technical field with 2+ years’ experience or Four-year degree in Technology field
2-3 years of help desk or technical support experience
2-3 years of customer support experience

Nice To Haves

Deeply ingrained self-motivation. You’re motivated to get work done. That means that you love efficiency and are driven to complete a project.
Technical aptitude. Pick up on technical things quickly, and you are good at learning new products and new technologies. This specifically includes: reading blueprints, installing and configuring networking equipment, testing methodologies, and Internet connectivity troubleshooting.
Service to others/customers. Listen to customers (internal and external), address their needs and concerns, and keep customers informed by providing status reports and progress updates. Deliver on service commitments, meet established or agreed upon deadlines, and maintain supportive relationships with customers.
Taking initiative. Respond quickly and appropriately to requests that come to you from internal and external customers. Assume you’re wholly responsible for owning an issue to its conclusion (including solving the problem or escalating it in a timely manner).

Responsibilities

Providing exceptional service to customers
Working with Boldyn Networks to address end-user and network escalations
Working with Boldyn Networks to coordinate client activities (e.g. move-in)
Responding to emergency outages promptly
Monitoring, investigating and retiring equipment alarms
Collaborating with local network partners to address escalated issues/situations (e.g. virus outbreaks)
Maintaining own schedule for onsite customer appointments within 24-48 hour SLA
Tracking and updating escalation tickets
Working with Boldyn Networks on customer install activities as needed
Seeing that Boldyn Networks 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