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Field Services Representative
Boldyn NetworksField Service Representative supporting campus IT infrastructure for Boldyn Networks, a neutral-host network provider. Installing hardware, resolving connectivity issues, managing tickets, and supporting students and staff onsite.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing technical support for Windows and Mac OS systems, managing help desk operations, and troubleshooting network connectivity issues. Proficient in utilizing ticketing systems and cloud services while ensuring exceptional customer service and adherence to technical procedures.
Highest-signal resume keywords
Help Desk Level II SupportWindows And Mac OS SupportTicketing System ManagementNetwork TroubleshootingMicrosoft Office Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Help Desk SupportWindows SupportMac OS SupportNetwork TroubleshootingTCP/IPVoIP TechnologiesSystem ImagingActive DirectoryRemote Desktop SupportCloud Services Administration
Soft Skills
Customer ServiceDocumentationProblem SolvingCommunicationTime Management
Tools & Technologies
ServiceNowOffice 365SharePoint OnlineGoogle G-SuiteZoomLiveOpsAdobe ApplicationsEvernoteMindJet MindManagerCisco
Certifications & Qualifications
MCPCCTA+Net+ACTC
Industry Keywords
Help DeskTechnical SupportIT SupportHardware ConfigurationSoftware InstallationEquipment InventoryEmergency OutagesClient CoordinationEnd-User TrainingService Level Agreement
Tech Stack
Tools & technologiesCloudDNSLinuxServiceNowTCP/IPVoIP
About the role
Key responsibilities & impact- Provide exceptional service to customers
- Respond promptly to emergency outages
- Maintain a schedule for onsite customer appointments within a 24-48 hour SLA
- Configure, install, and support laptops, desktops, monitors, keyboards, printers, and other hardware
- Support Windows, Mac OS, and potentially Linux systems
- Manage help desk tickets and update escalation tickets
- Maintain equipment inventory and notify stakeholders when supplies need replenishment
- Prepare new and reclaimed equipment for deployment using system imaging tools
- Manage 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 LAN and WiFi connectivity issues involving TCP/IP, DHCP, and DNS
- Support VoIP phone systems and the LiveOps call center chat system
- Administer accounts in Office 365, Exchange, SharePoint Online, Dropbox for Business, and other cloud services
- Support locally installed applications including Microsoft Office, Adobe applications, Evernote, and MindJet MindManager
- Provide required support for network devices
- Administer office security-system accounts, access codes, and fobs
- Address end-user and network escalations
- Coordinate client activities such as move-in, conferences, and special events
- Monitor, investigate, and retire equipment alarms
- Assist with customer installation activities
- Uphold Boldyn policies and end-user agreements
- Generate reports and complete documentation and administrative duties
- Attend required training events
Requirements
What you’ll need- 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
- Microsoft Office support, including Outlook/Exchange and SharePoint Online
- Experience with Google G-Suite, Zoom, Schoology, and similar tools
- Ability to document and adhere to established technical procedures and best practices
- Experience managing workload with a ticketing system, including service orders and account information gathering
- ServiceNow experience preferred
- Remote desktop support experience
- Understanding of Active Directory user accounts, security groups, and file share permissions
- Understanding of system virtualization and reducing hardware footprint
- Basic network troubleshooting and connectivity support
- Foundational understanding of TCP/IP, VoIP, LAN, and WiFi connections
- MCP, CCT, A+, Net+, or ACTC certification preferred
- Associate degree in Information Technology or a closely related field preferred
- Streaming, video conferencing, and audio-video support experience
- Understanding and familiarity with VoIP technologies
- Must have and maintain a valid driver’s license
- Must pass a criminal background check
- Ability to lift up to 75 lbs
- Availability during weekends, holidays, or outside typical business hours for outages or scheduled maintenance
- Occasional travel to Austin, TX, other campuses, and training or project locations
Benefits
Comp & perks- Annual Bonus
- Learning and development opportunities
- Competitive benefit packages
- Paid Parental Leave
- Vacation starting at 15 days increasing with length of service
- 10 days paid sick leave
- 4 days off each year to volunteer