Technical Support / IT Support / IT Helpdesk

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 efficientlymanaging hardware and accessory deployment. Field Service Technicians are the backbone offront-line user support, ensuring that conference rooms are well-maintained and behind-the-scenesuser setups are flawlessly executed. Beyond their technical duties, Field Service Technicians focus onfostering 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 usersupport experience.

The successful candidate will be familiar with industry best practices and willingto go above and beyond for our clients. Scope: ● Provide end-to-end onsite and remote user support, ensuring high-quality solutions and userexperiences. ● Manage inventory, assets, and e-recycling, utilizing data management software for accuracy andworkflow efficiency. ● Diagnose hardware issues, support AV equipment, and collaborate across teams to ensuresmooth operations and customer satisfaction. Primary Responsibilities: ● User Support: Provide end-to-end onsite and remote user support on service requests raised byclients.

Use logic and reasoning to identify alternative solutions, conclusions, or approaches tosolving problems and deliver the best possible solutions resulting in a high quality userexperience. ● Inventory & Asset Management: Handle inventory and asset management and e-recycling. UtilizeInventory Data management software to maintain inventory accuracy and workflow. Deploy andrecover assets and accessories. Assist in Workstation dressing and other asset managementracks and locations. ● Hardware Support & Management: Diagnose and resolve hardware issues. Support productlifecycle management activities, tracking and managing inventory, e-recycling of hardware. ● Room & Audio Equipment Support:

Support a complex and fast paced environment focused onvideo conference rooms and ensure audio and visual quality, troubleshooting any issues andrequests that may arise. Participate in installing AV equipment and displays. ● Ticket Management: Ensure assigned request tickets for support are prioritized and completed ina 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 properlymanage your work related to defined service activities. ● Issues Escalation: Effectively document and escalate issues which cannot be resolved within theService Level Agreements (SLAs).

Proactively communicate to your supervisor when youencounter errors in documented support procedures. Adhere to incident management, problemmanagement, 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 serviceactivities. Collaborate within the broader IT customer experience team, as well as extended ITorganization to ensure the highest level of customer support and experience. ● Customer Experience: Ensure positive user experience and customer satisfaction throughsmooth working operations and effective work management. Enable the success of your peersand teammates. ● Complete other duties as assigned.

Required Qualifications/Skills: ● High school diploma or general education degree (GED) and 1 to 2 years’ related experienceand/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, ensuringcustomer satisfaction. ● Proactive in mastering all aspects of service delivery processes, communication, and the qualityof 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 toapplications, hardware, mobile technologies. ● Strong working knowledge of Microsoft Windows 11, Mac OS X, Linux Fundamentals, HardwareLevel 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 serviceexpectations with clients. ● Time Management:

Must possess strong time management skills to prioritize tasks effectively,meet deadlines, and deliver exceptional customer supportPreferred 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-facingsupport 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 excellenceOther 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 workinghours. Health & Safety Requirements: ● Must conduct work activities in accordance with all applicable Environmental, Health & Safetyregulations and rules. Additionally, will follow all Astreya’s Health & Safety Program, Code ofConduct, and client Health & Safety rules at all times.