Field Services Technician

Position: Field Services Technician I
Location: Greater London

## Field Services Technician IApplylocations:
London, United Kingdom time type:
Full time posted on:
Posted Todayjob requisition :
R0015009
** Key Deliverables by Level
**** Deliverable
* *** Level 1 - Associate
**** Field Services Technician I
*** Respond to IT service tickets using documented procedures and supervision
* Assist with workstation setups and peripheral connections
* Perform basic AV checks and room readiness tasks
* Support imaging and deployments under direction
* Maintain accurate ticket documentation in ITSM tools (e.g., Service Now)
* Follow proper inventory handling, tagging, and tracking
* Escalate unresolved issues appropriately
* Adhere to safety protocols and client-specific guidelines
** Essential Duties and Responsibilities (All Levels):
**** End-User Support**
* ** Provide onsite and remote technical support for end users, including desktops, laptops, peripherals, and mobile devices.**
* ** Troubleshoot and resolve common hardware and software issues.**
* ** Deliver a high-quality, customer-focused service experience in a timely manner.
**** Ticket Management**
* ** Receive, document, and close support requests in ITSM tools (e.g., Service Now).**
* ** Prioritize tickets based on urgency and impact.**
* ** Escalate complex or unresolved issues following defined protocols.
**** Hardware Deployment & Recovery**
* ** Assist with or independently perform workstation deployments, device imaging, and equipment setup.**
* ** Support device recovery, re-imaging, and e-waste processes according to lifecycle guidelines.**
* ** Ensure accurate labeling, tagging, and asset tracking for all deployed equipment.
**** Inventory & Asset Management**
* ** Maintain and reconcile inventory of IT equipment and accessories at assigned site.**
* ** Use asset tracking systems to manage device records, check-ins/outs, and stock levels.**
* ** Participate in regular audits and support logistics for shipping/receiving hardware.
**** AV & Conference Room Support**
* ** Perform regular checks and basic troubleshooting of AV equipment (displays, microphones, cameras).**
* ** Set up and tear down conference room tech for meetings or events.**
* ** Support room readiness, monitor usage, and report or resolve AV issues.
**** Documentation & Process Compliance**
* ** Follow documented processes and standard operating procedures (SOPs) for all support tasks.**
* ** Maintain clear and concise documentation for resolutions, escalations, and asset updates.**
* ** Adhere to Astreya and client-specific protocols, including change and incident management.
**** Customer Service & Communication**
* ** Serve as a visible, approachable point of contact for IT-related issues at the site.**
* ** Communicate effectively with users to understand issues and set clear service expectations.**
* ** Represent Astreya’s service commitment with professionalism and courtesy.
**** Education and/or Work Experience Requirements:
**** Level I
**
* Required:

High School Diploma or GED
* Preferred:
Enrollment in IT-related coursework or vocational training
* Certifications (plus):
CompTIA A+ Google IT Support Certificate or similar entry-level credential
** Certifications
* ** CompTIA A+ and/or Network+
* ITIL Foundation
* AVIXA CTS (for AV specialization track)
* JAMF, Apple Certified Support Professional (ACSP), or MDM tools (for DSS specialization)
** Knowledge, Skills & Abilities (KSAs):
**** Technical:
*** Knowledge of Windows 10/11, macOS, and basic Linux environments
* Ability to troubleshoot, repair, and deploy desktops, laptops, and peripherals
* Familiarity with mobile device platforms (iOS, Android) and basic MDM concepts
* Understanding of AV/VC systems (Zoom, Meet, Webex) and conference room technology
* Basic knowledge of networking concepts (IP, DNS, DHCP, connectivity troubleshooting)
* Proficiency with ITSM/ticketing platforms (e.g., Service Now, Jira)
* Ability to image and deploy devices using tools like SCCM, JAMF, or MDT
* Experience with inventory and asset tracking tools for lifecycle management
* Awareness of IT security best practices and safe handling of equipment
* Ability to follow standard operating procedures (SOPs) and technical documentation
*
* Soft Skills:

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