Field Services Technician 1

Overview:

The Field Service Technician plays an important role in enabling a seamless user experience.

Responsibilities encompass a wide range of tasks, from meticulously tracking orders to efficiently

managing hardware and accessory deployment. Field Service Technicians are the backbone of

front-line user support, ensuring that conference rooms are well-maintained and behind-the-

scenes user setups are flawlessly executed. Beyond their technical duties, Field Service

Technicians focus on fostering strong relationships with users, understanding their needs, and

ensuring their satisfaction. They will support Astreyas ever-expanding customer base and ensure

a consistently high-quality user support experience. The successful candidate will be familiar with

industry best practices and willing to go above and beyond for our clients.

Scope:

Provide end-to-end onsite and remote user support, ensuring high-quality solutions and user

experiences.

Manage inventory, assets, and e-recycling, utilizing data management software for accuracy

and workflow efficiency.

Diagnose hardware issues, support AV equipment, and collaborate across teams to ensure

smooth operations and customer satisfaction.

Primary Responsibilities:

User Support: Provide end-to-end onsite and remote user support on service requests raised

by clients. Use logic and reasoning to identify alternative solutions, conclusions, or

approaches to solving problems and deliver the best possible solutions resulting in a high

quality user experience.

Inventory & Asset Management: Handle inventory and asset management and e-recycling.

Utilize Inventory Data management software to maintain inventory accuracy and workflow.

Deploy and recover assets and accessories.

Hardware Support & Management: Diagnose and resolve hardware issues. Support product

lifecycle management activities, tracking and managing inventory, e-recycling of hardware.

Room & Audio Equipment Support: Support a complex and fast paced environment focused

on video conference rooms and ensure audio and visual quality, troubleshooting any issues

and requests that may arise. Participate in installing AV equipment and displays.

Ticket Management: Ensure assigned request tickets for support are prioritized and

completed in a timely manner. Handle tasks related to order tracking, hardware deployment,

and user setup, which may be tracked through ticketing systems. Use the defined ITSM

System to properly manage your work related to defined service activities.

Issues Escalation: Effectively document and escalate issues which cannot be resolved within

the Service Level Agreements (SLAs). Proactively communicate to your supervisor when you

encounter errors in documented support procedures. Adhere to incident management,

problem management, change management, and knowledge management best practices.

Collaboration: Participate in cross team/site collaboration used to share service knowledge,

isolate potential problems and ensure the consistent delivery of defined service

activities.Collaborate within the broader IT customer experience team, as well as extended IT

organization to ensure the highest level of customer support and experience.

Customer Experience: Ensure positive user experience and customer satisfaction through

smooth working operations and effective work management. Enable the success of your

peers and teammates.

Complete other duties as assigned.

Required Qualifications/Skills:

High school diploma or general education degree (GED) and 1 to 2 years related experience

and/or training in IT Services; or equivalent combination of education and experience.

Strong knowledge in policies and procedures related to requested support activities.

Capable of understanding customer needs and providing a high level of interaction, ensuring

customer satisfaction.

Proactive in mastering all aspects of service delivery processes, communication, and the

quality of your work.

Facilitate and promote a team culture which encourages ownership of team goals, trust,

respect, and strong cross collaboration throughout the service program.

Provide general IT support within a high volume and fast-paced technology environment.

Possess the ability to assist with a variety of basic technical issues, including but not limited

to applications, hardware, mobile technologies.

Strong working knowledge of Microsoft Windows 11, Mac OS X, Linux Fundamentals,

Hardware Level troubleshooting, Hardware Installation, Upgrades.

Knowledge of basic functionality and use of various mobile devices (iOS, Android, etc.)

Knowledge of hardware (desktop/laptop) deployment methods using image deployment

tools.

Ability to quickly diagnose, organize, and prioritize competing deadlines and properly set

service expectations with clients.

Time Management: Must possess strong time management skills to prioritize tasks

effectively, meet deadlines, and deliver exceptional customer support

Preferred Qualifications:

Active listening and detail oriented to perform and document your work

Enjoy working with collaborative individuals and understand that you are in a customer-facing

support role.

Strive to deliver a high quality user support experience.

Excellent written and verbal communications are second to none.

Self-motivated and the ability to execute tasks and handle time sensitive situations

Commitment to excellence

Other Requirements:

This role requires weights of 50lbs/22kg to be regularly lifted

Strong Communication Skills, Written and Verbal English required.

This is an office based role, it requires the successful candidate to be on site during working

hours.

Health & Safety Requirements:

Must conduct work activities in accordance with all applicable Environmental, Health & Safety

regulations and rules. Additionally, will follow all Astreya s Health & Safety Program, Code of

Conduct, and client Health & Safety rules at all times.