Field Services Technician L1

Job Opportunity

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 deliver the best possible solutions resulting in a high quality user experience.
• Inventory and 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 and Management: Diagnose and resolve hardware issues. Support product lifecycle management activities, tracking and managing inventory, e-recycling of hardware.
• Room and 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 and Safety Requirements: Must conduct work activities in accordance with all applicable Environmental, Health and Safety regulations and rules. Additionally, will follow all Astreya's Health and Safety Program, Code of Conduct, and client Health and Safety rules at all times.