Field Services Technician I

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 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.

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 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.

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.

About the company:

Astreya, an IT support services provider located in the heart of Silicon Valley, offers an innovative approach to amplified enterprise productivity and employee satisfaction.