Field Services Representative

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Delivering exceptional customer service.

• Swiftly addressing emergency outages.

• Managing a personal schedule for onsite customer visits within a 24-48 hour service level agreement (SLA).

• Setting up, installing, and providing support for various hardware and peripheral devices including laptops, desktops, monitors, keyboards, and printers.

• Assisting systems that operate on Windows, Mac OS, and potentially Linux.

• Handling tickets through the help desk ticketing system.

• Tracking and updating escalation tickets as necessary.

• Maintaining a moderately sized inventory of equipment and notifying when supply thresholds are met for replenishment.

• Preparing new or reclaimed equipment for deployment using system imaging tools.

• Managing accounts and equipment related to new-hire and termination processes.

• Collaborating with vendors on warranty support issues, including Dell, Cisco, Aruba/HP, CDW, and others.

• Conducting end-user training sessions on relevant IT subjects.

• Troubleshooting and resolving basic network connectivity issues for LAN and WiFi, including components such as TCP/IP, DHCP, and DNS.

• Supporting the administration of VoIP phone systems and the LiveOps call center chat system.

• Administering accounts in cloud-based services like Office 365 (Exchange and SharePoint Online), DropBox for Business, and others.

• Providing support for locally-installed applications, including MS Office applications, Adobe applications, Evernote, MindJet MindManager, and others.

• Offering necessary support for network devices.

• Administering accounts (access codes and fobs) in an office security system.

• Addressing escalations from end-users and network issues.

• Coordinating client activities such as move-ins, conferences, and special events.

• Monitoring, investigating, and resolving equipment alarms.

• Assisting with customer installation activities as needed.

• Ensuring Boldyn’s policies and end-user agreements are upheld in your designated region.

• Generating reports as needed.

• Participating in training events as required.

• Performing other documentation and administrative tasks as requested.

⛳️ Requirements

• A skillset equivalent to a Help Desk Level II technician is required.

• 1 to 3 years of experience in Windows and/or Mac OS hardware and software support.

• 1 to 3 years of help desk experience in a medium to large scale environment.

• Proficiency in Microsoft Office support, including Outlook/Exchange and SharePoint Online, along with Google G-Suite, Zoom, Schoology, and others.

• Experience in documenting and following established technical procedures and best practices.

• Familiarity with managing workloads using a ticketing system, including service orders and gathering account information.

• ServiceNow experience is preferred.

• Competence in remote desktop support.

• Understanding of Active Directory user accounts, security groups, and file share permissions.

• Knowledge of system virtualization and reducing hardware footprint.

• Basic network troubleshooting capabilities and connectivity support, including an understanding of TCP/IP, VoIP, LAN, and WiFi connections.

• Relevant certifications such as MCP, CCT, A+, Net+, or ACTC are required.

• An Associate degree in Information Technology or a closely related field is necessary.

• Experience with streaming, video conferencing, and audio-video support.

• Familiarity with VoIP technologies is a plus.

🏝️ Benefits

• Hourly Pay: $25 - $30.

• Annual Bonus.

• Opportunities for learning and development.

• Competitive benefits package.

• Paid Parental Leave.

• Vacation starting at 15 days, increasing with length of service.

• 10 days of paid sick leave.

• 4 days off each year to volunteer.