Technical Support / IT Helpdesk

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 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-scenes user setups are flawlessly executed. Beyond their technical duties, Field ServiceTechnicians focus on fostering strong relationships with users, understanding their needs, andensuring 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 userexperiences.● Manage inventory, assets, and e-recycling, utilizing data management software for accuracyand workflow 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 raisedby clients. Use logic and reasoning to identify alternative solutions, conclusions, orapproaches to solving problems and deliver the best possible solutions resulting in a highquality 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.● 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 focusedon video conference rooms and ensure audio and visual quality, troubleshooting any issuesand requests that may arise. Participate in installing AV equipment and displays.● Ticket Management: Ensure assigned request tickets for support are prioritized andcompleted 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 ITSMSystem to properly manage your work related to defined service activities.● Issues Escalation: Effectively document and escalate issues which cannot be resolved withinthe Service Level Agreements (SLAs). Proactively communicate to your supervisor when youencounter 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 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 yourpeers and 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 thequality 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 limitedto 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 deploymenttools.● Ability to quickly diagnose, organize, and prioritize competing deadlines and properly setservice expectations with clients.● Time Management: Must possess strong time management skills to prioritize taskseffectively, 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.