Field Services Technician II - Full-time

pThe 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. Beyond their technical duties, Field Service Technicians focus on/ppfostering strong relationships with users, understanding their needs, and ensuring their satisfaction. They will support Astreya#39;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./pp/ppbScope:/b/pp/ppProvide end-to-end onsite and remote user support, ensuring high-quality solutions and user experiences./ppManage inventory, assets, and e-recycling, utilizing data management software for accuracy and workflow efficiency./ppDiagnose hardware issues, support AV equipment, and collaborate across teams to ensure smooth operations and customer satisfaction./pp/ppbPrimary Responsibilities:/b/ppbUser Support/b: 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/ppsolving problems and deliver the best possible solutions resulting in a high quality user experience./ppbInventory amp; Asset Management/b: 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./ppbHardware Support amp; Management/b: Diagnose and resolve hardware issues. Support product lifecycle management activities, tracking and managing inventory, e-recycling of hardware./ppbRoom amp; Audio Equipment Support/b: 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./ppbTicket Management/b: 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./ppbIssues Escalation:/b 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./ppbCollaboration/b: 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./ppbCustomer Experience/b: 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./pp/ppbRequired Qualifications/Skills:/b/ppHigh 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./ppStrong knowledge in policies and procedures related to requested support activities./ppCapable of understanding customer needs and providing a high level of interaction, ensuring customer satisfaction./ppProactive in mastering all aspects of service delivery processes, communication, and the quality of your work./ppFacilitate and promote a team culture which encourages ownership of team goals, trust, respect, and strong cross collaboration throughout the service program./ppProvide general IT support within a high volume and fast-paced technology environment./ppPossess the ability to assist with a variety of basic technical issues, including but not limited to applications, hardware, mobile technologies./ppStrong working knowledge of Microsoft Windows 11, Mac OS X, Linux Fundamentals, Hardware/ppLevel troubleshooting, Hardware Installation, Upgrades./ppKnowledge of basic functionality and use of various mobile devices (iOS, Android, etc.)/ppKnowledge of hardware (desktop/laptop) deployment methods using image deployment tools./ppAbility to quickly diagnose, organize, and prioritize competing deadlines and properly set service expectations with clients./ppTime Management: Must possess strong time management skills to prioritize tasks effectively, meet deadlines, and deliver exceptional customer support/pp/ppbPreferred Qualifications:/b/ppActive listening and detail oriented to perform and document your work/ppEnjoy working with collaborative individuals and understand that you are in a customer-facing support role./ppStrive to deliver a high-quality user support experience./ppExcellent written and verbal communications are second to none./ppSelf-motivated and the ability to execute tasks and handle Commitment to excellence time sensitive situations/pp/ppbOther Requirements:/b/ppThis role requires weights of 50lbs/22kg to be regularly lifted/ppStrong Communication Skills, Written and Verbal English required./ppThis is an office based role, it requires the successful candidate to be on site during working hours./pp/ppbHealth amp; Safety Requirements:/b/ppMust conduct work activities in accordance with all applicable Environmental, Health amp; Safety regulations and rules. Additionally, will follow all Astreya’s Health amp; Safety Program, Code of Conduct, and client Health amp; Safety rules at all times./pp/pp style="text-align:inherit"/pp style="text-align:left"bSalary Range/b/p$19.22 - $30.35 USD (Hourly)ulliiPlease note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit./i/liliiFurther, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors./i/li/ulp/ppbspanAstreya /span/bboffers comprehensive /bbb/bbenefits to all Regular, Full-Time Employees,/b bspanincluding:/span/b/pullipspanMedical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only/span/p/lilipspanDental provided through Cigna (DPPO amp; DHMO options)/span/p/lilipspanNationwide Vision provided through VSP/span/p/lilipspanFlexible Spending Account for Health amp; Dependent Care/span/p/lilipspanPre-Tax Account for Commuter Benefit/Parking amp; Transit (location-specific)/span/p/lilipspanContinuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera/span/p/lilipspanCorporate Wellness Program/span/p/lilipspanEmployee Assistance Program/span/p/lilipspanWellness Days/span/p/lilipspan401k Plan/span/p/lilipspanBasic Life, Accidental Life, Supplemental Life Insurance/span/p/lilipspanShort Term amp; Long Term Disability/span/p/lilipspanCritical Illness, Critical Hospital, and Voluntary Accident Insurance/span/p/lilipspanTuition Reimbursement (available 6 months after start date, capped)/span/p/lilipspanPaid Time Off (accrued and prorated, maximum of 120 hours annually)/span/p/lilipspanPaid Holidays/span/p/lilipspanAny other statutory leaves, paid time, or other fringe benefits required under state and federal law/span/p/li/ul