[Remote] Field Service Representative I

Note: The job is a remote job and is open to candidates in USA. Boldyn Networks is focused on reimagining the future of interconnectivity through innovative network solutions. They are seeking a knowledgeable and customer-oriented Field Service Representative to ensure their managed networks exceed client expectations by providing exceptional service and support for IT infrastructure. Responsibilities - 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 and WiFi connections, including networking components such as TCP/IP, DHCP, and DNS - Support administration of VoIP phone systems and LiveOps call center chat system - Administer accounts in cloud-based services including Office 365 (Exchange and SharePoint Online), DropBox for Business, and others - Provide support for locally-installed applications on systems including MS Office applications, Adobe applications, Evernote, MindJet MindManager, 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 Skills - 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. ServiceNow experience preferred - Remote desktop support - Understands Active Directory user accounts, security groups, and file share permissions - Understands system virtualization and reducing hardware footprint - 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 and WiFi connections, including networking components such as TCP/IP, DHCP, and DNS - Support administration of VoIP phone systems and LiveOps call center chat system - Administer accounts in cloud-based services including Office 365 (Exchange and SharePoint Online), DropBox for Business, and others - Provide support for locally-installed applications on systems including MS Office applications, Adobe applications, Evernote, MindJet MindManager, 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 - You must have and maintain a valid driver's license - You must also pass a criminal background check to work on any of our customer's properties - Candidates must be able to comply with ITAR requirements - 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 Benefits - 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 Company Overview - At Boldyn Networks we unlock the power of an interconnected future. It was founded in 2005, and is headquartered in Newport Beach, California, USA, with a workforce of 501-1000 employees. Its website is http://www.mobilitie.com.