Field Services Technician

Field Services Technician I

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. They will support Astreya's 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 and approaches to solving problems to deliver 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 ITSM system to manage work related to defined service activities.
• Issues Escalation: Effectively document and escalate issues which cannot be resolved within SLAs. Proactively communicate with 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 to share service knowledge, isolate potential problems, and ensure consistent delivery of defined service activities. Collaborate within the broader IT customer experience team and extended IT organization to ensure the highest level of customer support and experience.
• Customer
  
  Experience:
  
  Ensure a positive user experience and customer satisfaction through smooth operations and effective work management. Enable the success of peers and teammates.
• Complete other duties as assigned.

Required Qualifications /

Skills:

• High school diploma or GED and 1–2 years’ related experience and/or training in IT Services; or equivalent combination of education and experience.
• Strong knowledge of policies and procedures related to requested support activities.
• Ability to understand customer needs and provide a high level of interaction, ensuring customer satisfaction.
• Proactive in mastering all aspects of service delivery processes, communication, and quality of work.
• Facilitate and promote a team culture which encourages ownership of team goals, trust, respect, and cross-collaboration throughout the service program.
• Provide general IT support within a high-volume and fast-paced technology environment.
• Ability to assist with a variety of basic technical issues, including but not limited to applications, hardware, and mobile technologies.
• Strong working knowledge of Microsoft Windows 11, Mac OS X, Linux fundamentals, hardware-level troubleshooting,…