Job
Description
Role Overview: As a Field Service Technician, you play a crucial role in ensuring a seamless user experience for clients. Your responsibilities involve a diverse set of tasks, from managing orders meticulously to efficiently deploying hardware and accessories. You serve as the primary support for users, guaranteeing that conference rooms are well-maintained and user setups are flawlessly executed. Apart from your technical duties, you focus on building strong relationships with users, understanding their needs, and ensuring their satisfaction. Your role is vital in supporting Astreya's growing customer base and maintaining a high-quality user support experience. To excel in this position, you should be familiar with industry best practices and be willing to go the extra mile for our clients. Key Responsibilities: - Provide end-to-end onsite and remote user support, ensuring high-quality solutions and user experiences. - Manage inventory, assets, and e-recycling using data management software for accuracy and workflow efficiency. - Diagnose hardware issues, support AV equipment, and collaborate with teams to ensure smooth operations and customer satisfaction. - Handle user support requests, identify alternative solutions, and deliver high-quality user experiences. - Manage inventory and asset including e-recycling, utilizing Inventory Data management software. - Diagnose and resolve hardware issues, support product lifecycle management activities. - Support video conference rooms, ensure audio and visual quality, and assist in installing AV equipment. - Prioritize and complete assigned support tickets in a timely manner, handle order tracking, hardware deployment, and user setup tasks. - Document and escalate issues beyond SLAs, communicate errors in support procedures, and adhere to best practices in incident, problem, change, and knowledge management. - Collaborate with teams to share knowledge, isolate problems, and ensure consistent service delivery. - Ensure positive user experience, customer satisfaction, and effective work management. - Perform other duties as assigned. Qualification Required: - High school diploma or GED with 1-2 years of IT services experience or equivalent education and experience. - Strong knowledge of support policies and procedures. - Ability to understand customer needs, provide high interaction levels, and ensure customer satisfaction. - Proactive in mastering service delivery processes and communication. - Facilitate a team culture promoting ownership, trust, respect, and collaboration. - Provide general IT support in a high-volume technology environment. - Assist with various technical issues including applications, hardware, and mobile technologies. - Proficiency in Microsoft Windows 11, Mac OS X, Linux Fundamentals, hardware troubleshooting, installation, and upgrades. - Familiarity with mobile devices, hardware deployment methods, and setting service expectations. - Strong time management skills to prioritize tasks effectively and deliver exceptional customer support. (Note: Omitted additional details of the company as it was not provided in the Job Description),
