Field Services Technician I

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

Beyond their technical duties, Field Service Technicians focus on fostering strong relationships with users, understanding their needs, and ensuring their satisfaction. They will support Astreya's 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.

Responsibilities

• 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.
• ● 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.
• ● 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 delivering 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.
• Assist in Workstation dressing and other asset management racks and locations. ● 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.

Requirements

• ● 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
• ● 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.

Preferred

• ● 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

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.